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Why Customers Value Online Reviews

service, 5 star service, quality, rating, ranking, star

The importance of consumer reviews are well known, yet businesses still struggle to find a formula that garners the best reviews and brand recognition that encourages revenue increases and customer loyalty.

According to Invesp (www.invespcro.com), 90% of consumers read online reviews before visiting a business.  88% of these customers trust online recommendations as much as personal ones:

  • For nearly 9 in 10 consumers, an online review is as important as a personal recommendation.
  • Customers are likely to spend 31% more on a business with “excellent” reviews.
  • 72% say that positive reviews make them trust a local business more
  • 92% of users will use a local business if it has at least a 4-star rating
  • 72% of consumers will take action only after reading a positive review
  • Reliability (27%), expertise (21%) & professionalism (18%) are the most important reputation traits for a local business

In addition to influencing a consumer's buying decision, positive reviews and testimonials can increase opportunites for conversions to your brand by a new customer leaving a competitor to due to poor service.

Mycustomer.com suggests the following techniques to get good customer reviews:

  1. Be Transparent - Your website should let the consumer know what to expect with your service from inquiry to delivery.
  2. Be Contactable - Phone and email contacts should figure prominently on your site. Additionally, inquiries are a 1st priority and should be followed up immediately; within an hour or two when possible. You don’t want to lose a sale due to lack of follow-up!
  3. Be Contemporary - Keep up with 21st century web innovations, marketing and advertising. Many business websites have a chat feature.
  4. Be Encouraging - Exemplary customer service is critical, again, from inquiry to delivery. Each customer should be the most important customer in the world and they should feel this during your interactions.

People by nature are influenced by others. In the case of social media and your business aspirations, it is critical that you plan your business strategies with positive reviews in mind. For examples of reviews, check out Glass Doctor of Raleigh's Customer Testimonials page to see what locals are saying about our glass repair and replacement services! We fix your panes!