“Feedback is a gift. Ideas are the currency of our next success. Let people see you value both feedback and ideas.”
– Jim Trinka and Les Wallace
One great element of best-practice performance management is feedback.
Before the dawn of online reviews, customers rely on more traditional methods like comment boxes, customer helplines and of course recommendations from friends and relatives. Things have significantly changed from how businesses were conducted before. The need for online ratings and customer feedback has seen a major breakthrough since the advent of online review sites. Nowadays, 82% of consumers read online reviews for local businesses where 93% of them say that reviews greatly influenced their purchase decisions (Qualtrics).
42% of internet users in the U.S alone list “reviews from other customers” as a feature that would most increase their likelihood of buying a product (Global web Index, U.S, Internet Users, Wave Q3 2018)
Needless to mention, the word-of-mouth recommendation these days happen on various review sites, you have Amazon, Yelp, BBB, Google and many others that modern consumers run to before they trust your brand. Review ratings are the biggest drivers of clicks in local SERPs (BrightLocal, Local Services Ads Click Study].
This only means the more reviews the better the ranking!
Google My Business itself ranks one in the Top 10 Consumer and Business Review Websites. According to U.S Alexa Ranking, Google’s Average Monthly U.S Traffic is $158.03 million.
So, we have established the importance of online reviews and its observable effects on consumers’ behavior in their purchase decisions. Now, how do we make sure these reviews work for you and NOT break you to pieces with a one-star rating? Of course, we can’t expect to please everyone of our customers no matter how hard we try.