The way people communicate has changed significantly over the past couple of decades. People are more likely to communicate through text and social media than they are to interact in person. Some people don’t even know their neighbors well enough to call them by their first names. This could potentially make it more difficult for small businesses to get the word out about new products or services but a lot of companies are actually doing very well. That’s because they are making the most of online reviews.
Review Sites are the New Word of Mouth
Although consumers may not have conversations with each other about their favorite products or retailers, they do read online reviews. Review sites give people the opportunity to share positive as well as negative experiences with companies. Because people are more likely to share a negative experience than a positive one, companies have to be proactive if they want new customers based on google business reviews.
Save Face with Review Management Software
Small business owners can take advantage of review management software that makes it easy for customers to leave feedback. The best software routes negative feedback directly to the company and allows those who want to share a positive experience the opportunity to post it directly to a review site. By reaching out to customers soon after they make a purchase, business owners have the best chance of getting honest feedback that will be helpful to future buyers.
Every Review Deserves a Response
Someone from the company should respond to all reviews, especially the negative ones. Doing so shows the company cares about their customers’ experiences and wants to ensure they are happy with their purchase decision. By routing negative reviews directly to the company inbox instead of a website, business owners get the opportunity to resolve problems before potential customers know about them.
Consumers today have a lot of options. Small businesses don’t have the resources of major enterprises so they have to make up for it in customer experience. It’s always cheaper to keep a customer than get a new one and happy customers who leave positive reviews are the least expensive form of advertising.