We are living in an age where it's become extremely easy to perform in-depth research on companies, long before talking to a sales rep. Simply hop on Google and you can find what past and current customers have to say about businesses on sites like Google My Business, Yelp, and Facebook. While this makes it easier for consumers to feel confident in their purchasing decisions, it can be overwhelming for businesses to manage at times.
85% of consumers trust online reviews as much as recommendations from a friend or family member. Consumers are 21% more likely to leave a negative review than a positive one. With that being said, if you're a business, whether it's brick and mortar or a software company, you're going to start getting online reviews if you haven't already.
This week our Director of Marketing, Sam Oh, shares the importance of online reviews for community management companies. We're at a point where online reviews are a normal part of managing a business, but what's most important is how you react to them. You're going to get both good and bad reviews. You can't ignore the bad reviews, nor should you get defensive or angry in your responses.
Sam shares tips on how to respond to negative reviews, as well as how you can use this feedback as motivation to make necessary improvements to your company. Sam also discusses the important of asking for reviews from happy customers and why you should never write reviews for your own company. To learn more about online reviews, watch the informative webinar below!