Check out 8 signs that your business needs reputation monitoring. Do any of them apply to you?
*Originally posted on November 5th, 2018 and updated on October 31st, 2024.
Review monitoring and social media tracking are becoming standard practices for small businesses.
In a recent study by TripAdvisor, 97% of business owners said online reputation management is important to their business.
If your business isn’t taking steps to manage its online presence, you may be at risk of losing customers. Here are 8 reputation weak points that are negatively impacting your business and strategies for how review management can help.
Did you know that since Google moved to the slimmed-down, 3-listing map pack in 2015, map pack results appear at the top of organic results 93% of the time for local searches?
And you probably already know the value of being #1 in search but as a reminder - the #1 spot in search generally sees CTRs of around 30%. Achieving the #1 spot in the map pack should be a focus of any local business.
Up your ranking by focusing on online reviews. According to Search Engine Journal, reviews are the most prominent local SEO ranking factor.
Google values the volume, frequency, and quality of reviews on Google My Business pages. Increasing the number of reviews means an increase in your ranking.
Importantly, Google also values responses to reviews.
This is something you have direct control over. Responding to reviews allows you to pack in SEO-rich text, further improving your ranking.
With the increasing number of places to post information about your business online, managing your business listings can be overwhelming. Inconsistencies in your business information across different sites can inconvenience or confuse potential customers, resulting in a negative experience or them choosing another business altogether.
According to a Local Citations Trust Report, 80% of consumers lose trust in local businesses if they see incorrect or inconsistent contact information or business names online.
Inconsistent online listings include:
Providing clear and consistent information about your business everywhere it’s listed online shows current and potential customers that your business is legitimate and that your services/products are reliable.
Review management systems can help you identify key platforms where your business should have a presence, regularly update listings, and ensure all profiles are complete and accurate.
Maintaining consistent and accurate online listings is crucial for local SEO, customer trust, and overall business success.
Customer churn refers to the percentage of customers who choose to end their business with you in a given period.
One of the most effective ways to reduce churn is by closely monitoring online reviews for recurring issues and trends. Negative reviews often highlight the exact reasons customers are leaving. Ignoring this feedback is a missed opportunity to make crucial improvements.
Respond promptly to all reviews, especially negative ones. Your response shows customers that their feedback matters and that you're committed to resolving issues. When handled correctly, what begins as a negative experience can turn into a positive outcome, increasing the likelihood of retaining that customer and reducing churn overall.
Online review management systems can help you create a structured feedback loop, allowing you to track common pain points, take corrective action, and follow up with dissatisfied customers. This proactive approach not only improves your reputation but directly addresses the factors driving churn.
The number of online reviews your business receives matters.
Consumers read an average of seven reviews before trusting a business.
Even if your reviews are positive, without enough of them consumers may not give you a shot to earn their business. Having the right number of reviews and a consistent volume of new reviews on a monthly basis will give your business credibility and a better chance at gaining the lead locally.
Further, older reviews don’t have as much sway as newer reviews.
In fact, according to Bright Local, only 4% of consumers pay attention to reviews older than a year.
That means all those five-star reviews you worked so hard to receive when your business first opened aren’t very valuable today. For reviews to be meaningful, they need to be posted often and at a consistent rate.
A simple way to increase your review volume is by responding to customers. Visitors will see that your business cares about feedback and actively engages with clients and will be more likely to leave a review after doing business with you.
According to the Harvard Business Review, businesses that respond to their reviews receive an additional 12% more reviews as compared to businesses that don’t.
It's equally important to ask all of your customers for reviews. An automated service like Widewail's Invite integrates with your point of sales system allowing you to contact all of your customers in no time at all. You can personalize the message and direct people to the review site of your choice. Most people will post a review if they are asked, and Invite makes the process easy.
Positive reviews have the potential to drive growth, enhance customer trust, and improve your reputation. Your customers’ experiences will go a long way in encouraging others to work with you, so it’s important to invest in services that will champion and amplify your client’s positive feedback.
You might not actively solicit reviews from satisfied customers, lacking a systematic process or automated campaigns for feedback. Ignoring or failing to respond to reviews can also signal missed opportunities for engagement and relationship-building. Showcasing positive testimonials on your website or social media is a great way to circulate content.
Here are a few ways that your marketing strategy can incorporate your client’s experiences:
We wrote a blog post about how negative reviews can add value to your business.
In summary, responding to negative reviews increases your ratings, earns back customers, and helps you improve your business. However, these benefits are only gained if reviews are answered. That’s why negative review management is vital.
There are additional consequences for just letting negative reviews slide.
For example, if a consumer sees unanswered negative reviews they are more likely to leave a negative review themselves. In the same Harvard Business Review study, it was found that when hotels began answering their online reviews the number of negative reviews they received dropped.
It was also found that the number of reviews containing unsubstantiated negative feedback was reduced as a result of actively responding. Those reviewers who like to make up fantastic tales of poor customer service and faulty products were less likely to show themselves as a result of the business being engaged with their reviewers.
If your business is experiencing any of these issues it’s time to invest in a review management system. A service like Widewail is affordable and valuable, bringing more customers to your site and to your store.
Spotting inconsistent review responses is easy once you know what to watch for.
First, if your team doesn’t have clear guidelines for handling different types of reviews, we’ve got you covered. Having a solid review response guide ensures your brand voice stays consistent across all platforms, and it makes it easier for your team to engage with customers effectively.
Key signs of inconsistency include some reviews getting immediate replies while others are left unanswered for long periods, or the tone and voice of responses varying depending on who replies. A well-defined response guide helps create a unified approach, eliminating these gaps.
Your brand voice should be consistent and authentic across all reviews. Generic responses that lack personal touches are another red flag.
Strategy: Set up automated alerts for new reviews and schedule dedicated time every week to respond. Make sure to personalize your responses to show sincerity and address specific concerns.
Reviews are a goldmine of customer feedback, and it’s important to focus on review content as well as star ratings.
Sure, a 5-star review looks great, but the real gem is in what customers are actually saying. Your reviews reveal patterns in your customer service strategy. These clues can help you target areas for improvement. Tracking changes over time will give your business a better understanding of the customer experience.
Once you’ve identified these trends, it’s time to take action. If reviews mention long wait times or slow service, share these insights with your team and incorporate them into your decision-making. This can lead to customer-focused changes in everything from staff training to product development.
Review management systems can help you quantify qualitative feedback, quickly turning your data into actionable insights.
If your business is experiencing any of these issues, it’s time to invest in a review management system. A service like Widewail is affordable and valuable, bringing more customers to your site and to your store.
*Originally posted on November 5th, 2018 and updated on October 31st, 2024.
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