Consumer Ratings and Reviews

Ratings & Reviews have been available to consumers for many years. Far longer than most businesses have taken notice. Business listings and maps combined officially in 2007 with the search engines. Customers wasted no time to start posting their Ratings & Reviews with a long shelf life immediately.

Through online communities like Yelp or social media channels such as Facebook and Twitter, consumers are connecting  to share information about their interactions with companies.  Customer ratings and reviews should be considered an ongoing dialogue between companies and their customers, and the key to building brand loyalty is by engaging with these customers.

Where Do You Stand?

ComScore’s Local Usage Study (2011) shows half of social community searchers select local business based on consumer ratings and reviews, so managing customer ratings and reviews is imperative to building your brand’s reputation online.  Do you know what your customers are saying about your local store locations or franchise locations?  You need to identify your customer ratings and reviews and engage them, whether the reviews are positive or negative.

Engage Customers to Build Your Reputation

At SmartFinds, we put a plan in place to help you solicit positive reviews from the majority of clients who are very satisfied with your products or services.  These positive reviews build your brand reputation online and help drown out any negative reviews that will inevitably appear.  Negative reviews can cause problems for  brand’s reputation if now managed properly.  When you do receive a negative review, it is necessary to engage the customer by responding to the review appropriately.  This might include an acknowledgement, apology, offer, or other action based on the circumstances.  We put a plan in place to help you identify reviews and respond accordingly.

Managing and Reporting Customer Ratings and Reviews

Customer ratings and reviews can pop up in many places beyond Google, and it can be a challenge to keep up with all of them, especially if you are managing reviews for multiple store or franchise locations.  We take this process off your plate and make it manageable by providing regular reports and an assessment of what customers are saying about your brand and local store or franchise locations.  Our goal is to instill confidence in the minds of your local customers so they feel confident doing business with you.

Know The Facts About Reviews

Industry publications between 2011 and 2013 have released studies showing how customers base their buying decisions and if they are going to visit a business on the Ratings & and Reviews. Here are a few to validate the importance of managing your company’s Ratings & Reviews sooner rather than later.

Search Engine Watch Ratings and Review ChartLocal Business Reviews Read By 85% of Consumers – Search Engine Watch
Jun 27, 2013, “Not surprisingly, the usage of local search has increased over the past couple of years, as well as the types of businesses that people are searching for. What is surprising is how people are using local search, and it might not be what you would automatically think of.” read more >

Yelp LogoThe Yelp Factor: Are Consumer Reviews Good for Business? – Harvard Business School
Oct 24, 2011, “In a new study, Assistant Professor Michael Luca shows just how much restaurant reviews on Yelp affect companies’ bottom lines. Each ratings star added on a Yelp restaurant review translated to anywhere from a 5 percent to 9 percent effect on revenues.”
read more >

Marketing Charts Ratings and ReviewsCustomer Reviews Affect 6 in 10 Online Shoppers – Marketing Charts
Sep 1, 2011, “Data from “The 2011 Social Shopping Study” indicates that customer reviews have the largest impact by a considerable margin. About six in 10 (59%) online shoppers say user-generated customer product reviews have a significant or good impact on their buying behavior.” read more >

Contact us so we can further assess your specific needs.