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