With so many choices available for almost every service, online reviews are starting to play an increasing role in every customer’s decision as to where they shop and what they buy. Sites like Yelp, Facebook and TripAdvisor, which allow customers to give feedback, have seen their popularity boom as people lean increasingly heavily on the advice of strangers. A recent report found that 93% of all customers check reviews before committing to buying anything, with 91% of all 18 to 34-year-olds saying they trust these online reviews as much as a recommendation from a friend. Positive Google Reviews are often critical when it comes to customers making buying decisions.
Why then does it appear as though so many companies simply neglect their online reviews? The truth is that ignoring these reviews could be catastrophically damaging to your business and how you deal with them could be the difference between success and failure. So, what should you do with an online review?