Reputation Management

online review star score bottom line

Online Reputation Management:  How much damage do bad reviews cost to a business?

You are in the review business if you want to or not.  Why do I say this?  Because Yelp, Merchant Circle, and many other online review sites probably are already posting reviews about your business.

Ignoring them will not make them go away.  In fact, ignoring them sends a signal, LOUD AND CLEAR, that your business does not care about its customers.

Can the reviews be unfair?  Yes

Can your reviews be untrue?  Yes

In many cases, reviews are personal preferences.  For example,  a  great restaurant is usually busy because it serves great food.   There are hundreds of examples of negative reviews posted because people were not served quickly enough.

Social to Mobile Marketing  provides a rapid response strategy which enables businesses to respond quickly to negative reviews.

People searching for your business online will look to reviews to make decisions.    Entrepreneur Magazine posted on Facebook a study that says a negative review will cost a business 30 customers.

There is also evidence that more reviews help with search engine optimization.  Google may feel that if a business has a lot of reviews it is more likely a reputable business.