Customers trust online reviews -
92% read reviews before making a purchase.

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Review Responses

Customers trust online reviews.

Business online review responses show current and potential customers that you engage with and value customer feedback by responding to reviews that have been written for your business. After all, a lot of customers are going to form their initial impressions of your business based on your reviews. If a business takes the time to thank happy customers or offer an apology to unhappy customers and attempt to fix the problems that were experienced, they show just how important customer service is to them.
Statistics show exactly how important review responses are, 53% of customers expect a business to respond to them on a review site. Business online review responses also increases the number of customers that will recommend your business to people that they know. The research shows businesses experience a 16% boost in customer advocacy after they deal with negative reviews. So, again, responding to reviews is extremely important to getting new customers and not to mention the boost your business gets from responding.

Great business online review responses can be the difference between an angry customer who tells family and friends to steer clear of your business and a loyal customer. Let’s share some tips and templates for responding to reviews so that you can minimize the damage to your brand’s reputation and show that you’re serious about delighting every customer.

Why responding to reviews is so important

Many business owners don’t respond to reviews. After all, getting a review already feels like a win. This is a mistake. Using business online review responses is a great opportunity to engage with your customers and at times, even help you turn your unhappy customers into advocates.

Data shows that responding to reviews has a positive impact on your business. A study by Harvard Business School found that responding to reviews correlated with a higher overall star rating. After, all your customers appreciate engagement. A simple “thank you” can go a long way.

Responding to reviews also helps you rank higher on search engines. Google has confirmed that when you regularly respond to your customers’ reviews, it also helps with SEO. After all, Google values many of the same factors that your customers do. The more reviews you respond to, the more it shows that you care about engaging with each and every one of your customers.

Review Responses and Local SEO

You are not just helping your business with how customers view you by responding to reviews, it helps with search engines as well. Google is on a mission to ensure that customers are getting the best results for search queries. Delivering reliable search results is often influenced by the exact same factors that a customer would use to determine if a business was trustworthy.

Diversity, recency, and the quantity of reviews are all signals that are considered by Google’s search algorithm. So, if you want to make sure that your business is being discovered, start paying attention to these factors and how well you are performing based on the criteria.

Google does not just take those reviews factors into consideration. Just remember, the reviews are going to help your business appear more trustworthy to customers. That is going to naturally help you with the results from search engines as well.
Taking it straight from the Google My Business support page, Google states that businesses should “interact with customers by responding to reviews that they leave about your business.” Responding to reviews that customers leave about your business shows that you value your customers and the feedback that they leave about your business.” This is followed by “high-quality, positive reviews from your customers will improve your business’s visibility and increase the likelihood that a potential customer will visit your location.”

When you respond to reviews, the rewards your business will get from customers and Local SEO are going to pay dividends. Your business is going to have a much higher chance of turning up in the local pack results, which are the first 3 businesses that show up in the Google search queries.

Let’s be realistic, responding to reviews can sometimes be a difficult task. Giving each review a personalized response can be very time consuming. With all of the work that running a business requires, responding to reviews can be something that easily gets dropped in priority or simply forgotten about.

Not only are the review responses important, but the time-frame that you take to respond to them is also a factor. Research has shown that customers expect businesses to respond to reviews within 24 hours, especially if it is a negative review. If you let that initial 24 hours slip by without responding, chances are it’s too late to change the mind of the reviewer that left it.

So, how can you set your business up for success with all of these expectations around reviews, responses, SEO benefits? There are solutions available that will help automate some if not most of these tasks and they can help improve your brand perception at the same time, which will help attract new customers.

Stay on top of review responses

Staying on top of customer reviews is important to brand perception avnd helps your business rank higher on Google and other search engines. With so many reviews being posted about your business all around the internet, it can be hard to keep track of all of them. Just paying attention to Google and Facebook is hard enough, but you also have to make sure you’re responding to reviews from the hundreds of smaller review sites where customers may be posting about your business.

For negative reviews, it’s crucial to give customers a response as quickly as possible. If you wait too long, it might be too late and the customer might have a bad opinion about your business that cannot be changed. However, if you do get to the customer in time, you can turn their negative experience into a positive one. That means you need to know the second a bad review is posted.

Ranked Brain’s solution gives businesses automatic review notifications when reviews are posted. In your business’s dashboard, you can monitor reviews across sites that are most important to you.

With automatic review notifications, you can make sure that you are responding to reviews within 24 hours. While it’s easy to miss reviews, automatic notifications ensure that every single review you want to see is brought to your attention.

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Online Reviews Are The Deciding Factor For Potential Customers


People that trust online reviews as a personal reference.


People that say a review must be written within the last 2 weeks in order to be relevant.


People that would choose a business with a 3 star or below review rating.


People that are more likely to use a business that has responded to their existing reviews.
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