One of the best ways to improve your business in every aspect is through reviews. Good or bad, it’s important to pay close attention, as they make a significant impact on your brand and your business decisions.

Let's Break It Down

The first thing new and existing customers do when researching a business is look at the reviews. According to Qualtrics.com, 97% of people read reviews for local businesses, and 90% of them claim that positive reviews influence their decision to make a purchase.

Not only are reviews important, but your responses to these reviews make a great impact as well. When a consumer sees a review with a response, most of the time they will read it to get a better understanding of how your business interacts with its customers.

Using Reviews To Your Advantage

There are many ways in which reviews are helpful to your business. Not only are they one of the best ways to get new customers coming in, but they’re also great for giving existing customers the best experience possible. Negative and constructive reviews are extremely helpful when making business decisions, and you should always take them seriously. For more insight on what your customers want, encourage them to write one. Qualtrics states that 68% of customers will leave a review if asked.

Responding To Reviews

One of the most important things to do with your reviews is to respond. Customers love to see your interaction, and it’s an easy way to make them feel heard. When dealing with negativity, there is a process you can follow:

• Acknowledge what they have to say - If a customer has an issue, make sure they understand that you are hearing them out.

• Apologize briefly - Let them know that you are sorry they had a bad experience. Take responsibility for problems that occur.

• Ensure your correction - Every bad review should help you improve, so tell the customer how you will do so.

• Don't compensate the customer online - Depending on the situation, you may need to move a conversation offline. If you’re going to offer some sort of compensation, be sure not to do so online, as this can encourage customers to leave negative reviews in exchange for something if they expect you to offer it.

Be sure to keep up with your business’s reviews and use each one to your advantage. They will benefit you in many ways!