In today’s world, your company’s online reputation can be your strongest asset or a pesky liability. One of the most common ways that consumers learn about a company is by reading reviews from past customers. Reviews and testimonials give prospective customers first-hand details of how your brand operates.
In fact, studies have found that online reviews have a huge impact on purchasing decisions. Around 84% of consumers trust online reviews as much as personal recommendations while 74% of consumers say that positive reviews make it easier to trust a business.
So, what do you do if your online reputation has been tarnished with bad Google reviews? Here are four tactics that will help your company to outgrow bad ratings.
1. Respond Instead of Ignoring
After going online and seeing negative Google reviews about your business, it’s hard to not want to recant and tell your side of the story. While it’s a human instinct to want to defend ourselves and those things most important to us, one of the worst things you can do in reaction to a negative review is to pick fight with customers.
Instead of starting a war of words, which only further ruins your business’ online reputation, respond professionally. Refuting a customer’s review will only shed a further negative light on your company. But, by at least taking the time to acknowledge both negative and positive reviews, it shows customers that you’re engaged and willing to accept that your business has room for improvement.
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