customer reviews: people are talking about you…without you
TRANSCRIPT
What they are saying can makeor break your business
What is the impact of a negative review?
A large-scale survey* of 2500 internet usersrevealed that Negative Reviews Hurt morethan Positive Reviews Help*blumenthals.com
85% of consumers indicated that they
would be unlikely to choose a business
with negative reviews
However between 44%
and 53% indicated that
they were likely to
choose a business with
positive reviews
Although folks in the Midwest
were less likely to be impressed
with positive reviews
There was little
regional difference on
the influence of
negative reviews.
There was little
regional difference on
the influence of
negative reviews.
Negative reviews were
overwhelmingly the
kiss of death…
Negative Reviews are the Kiss of Death
All age groups were equally dissuadedfrom engaging with a business with negative reviews.
However the younger someone was, the more likely they were to be influenced by positive reviews.
Pretty conclusive huh?
Not so Fast…
Handy HintFree “Do it Yourself” Report
At the End of this Presentation
Consumers DON’T leave
great reviews just because you did your job
But if they're pissed…
Unless otherwise influenced by anexceptionally positive experience thesystem is naturally skewed towards
negative reviews
The study was essentially black and white without addressing the relationship between positive and negative reviews.
An occasional negative review is actually quite normal as long as it is overwhelmingly offset by
positive reviews.
Enough positive reviews can dilute the impact of a few negative reviews, and possibly push them farther down the page and out of site.
In fact, I can make an argument that the occasional semi-negative review actually validates the positive reviews.
Yes…you can make
lemonade out
of lemons
For example…
For example…
This type of response NEVER works and may in fact enflame the situation by perpetuating the debate.
For example…
A better example…
Which response do you think would make lemonadeout of lemons?
A better example…
Proactively ask for feedback from hand-picked customers who you suspect will say nice things about you.
Ace up your sleeve
A single review… positive or negativecan take on a life of its own
what are the
Negative reviews are the
kiss of death
negative reviews HURTmore than positive reviews help
positive reviews can help negate negative reviews
Positive reviewscan influence a consumer’s buying decision
the farther along the buying cycle they are
The moral of
the Story?
Reviews are just one aspect of comprehensive Reputation Management Program but are arguably the single biggest influence on a consumer’s decision to do business with you.
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Want to know how you rate in the Search Engines?
• Do it yourself… just pick your 10 mostimportant keywords for your business and enter them into the form and we’ll send the report to you.
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