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Customer Reviews: People are Talking About You…Without You
What they are saying can make
or break your business
What is the impact of a negative review?
A large-scale survey* of 2500 internet users
revealed that Negative Reviews Hurt more
than Positive Reviews Help
*blumenthals.com
85% of consumers indicated that they
would be unlikely to choose a business
with negative reviews
However between 44%
and 53% indicated that
they were likely to
choose a business with
positive reviews
Although folks in the Midwest
were less likely to be impressed
with positive reviews
There was little
regional difference on
the influence of
negative reviews.
There was little
regional difference on
the influence of
negative reviews.
Negative reviews were
overwhelmingly the
kiss of death…
Negative Reviews are the Kiss of Death
All age groups were equally dissuaded
from engaging with a business with
negative reviews.
However the younger someone was,
the more likely they were to be
influenced by positive reviews.
Pretty conclusive huh?
Not so Fast…
Consumers DON’T leave
great reviews
just because you did your job
But if they're pissed…
Unless otherwise influenced by an
exceptionally positive experience the
system is naturally skewed towards
negative reviews
The study was essentially black and white
without addressing the relationship between
positive and negative reviews.
An occasional negative review is actually quite
normal as long as it is overwhelmingly offset by
positive reviews.
Enough positive reviews can dilute the impact
of a few negative reviews, and possibly push
them farther down the page and out of site.
In fact, I can make an argument that the
occasional semi-negative review actually
validates the positive reviews.
Customer Reviews: People are Talking About You…Without You
Yes…you can make
lemonade out
of lemons
Customer Reviews: People are Talking About You…Without You
For example…
For example…
This type of response NEVER works and may in fact
enflame the situation by perpetuating the debate.
For example…
A better example…
Which response do you think would make lemonade
out of lemons?
A better example…
Customer Reviews: People are Talking About You…Without You
Proactively ask for feedback
from hand-picked customers who
you suspect will say nice things
about you.
Ace up your
sleeve
Customer Reviews: People are Talking About You…Without You
Customer Reviews: People are Talking About You…Without You
A single review… positive or negative
can take on a life of its own
Customer Reviews: People are Talking About You…Without You
Customer Reviews: People are Talking About You…Without You
what are the
Negative reviews are the
kiss of death
negative reviews HURT
more than positive reviews help
positive reviewscan help negate negative reviews
Positive reviews
can influence a consumer’s buying decision
the farther along the buying cycle they are
The moral of
the Story?
Reviews are just one aspect of comprehensive
Reputation Management Program but are
arguably the single biggest influence on a
consumer’s decision to do business with you.
.
Want to see what good reviews look like?

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Customer Reviews: People are Talking About You…Without You