In an online consumer survey, a recent study found that 88% of customers trust online reviews as much as a personal recommendation and 90% of customers say that online reviews influence their buying decisions. It also found that 39% of customers read reviews on a regular basis, a number that is continuing to grow.
The best review management programs succeed because they build many positive reviews, limit negative reviews, and create a system for responding to both positive and negative reviews. Building many reviews means more than just asking – it means making the process easy for both the business and the people that are being asked to review the business. The most successful way to do this is to use a Review Funnel.
The Review Funnel is a process, often automated, that makes managing online reviews easy for businesses and their customers.
A Review Management Program has several benefits, but the biggest could be that the program puts the business owner back in control of their online reputation. Many organizations feel that they are the “victims” of the review process and hold their breath hoping that poor online reviews do not materialize. Unfortunately, negative reviews happen, often through miscommunications or through no fault of the business.