It’s no secret nowadays that the constant and continuous generation of reviews is important for any business or brand. This is what the end user is seeking and interested in, so in turn it’s also something the search engines are also seeking and interested in. As the importance of generating more and more reviews continues to evolve, so has the importance of responding to reviews, good or bad.
In this blog post, I am going to detail the top 3 reasons why it is important to respond to any and all reviews you are able to generate, from both an SEO standpoint, as well as a customer service and branding standpoint.
1. Build Trust with Current and Potential Clients
You have spent time working to attract clients, and we all know it can be hard enough to get clientele to take the time to write a review on their experience. When this does happen, now you have the opportunity to show not only the client who wrote the review but all of the others out there searching for your services that you do care about your reputation. Your response signals that you value the feedback (good or bad), and it shows your dedication to customer satisfaction. Overall, you are creating and maintaining a positive online reputation for your business.
Google agrees: A Google My Business support page encourages businesses to “interact with customers by responding to reviews that they leave about your business. Responding to reviews shows that you value your customers and the feedback that they leave about your business.”
Responding to reviews not only helps build trust with your customers, but also with the search engines. Google is looking to provide people with credible and relevant businesses, so what better indicator of credibility than a business that puts forth ongoing efforts to respond to any and all reviews?. Google encourages companies to respond to reviews to improve their local SEO, so that alone should be a very important reason to do so.
2. Responding to Reviews Can Result in Better Overall Ratings
A Harvard Business Review study found that when businesses respond to customer reviews (good or bad), their average ratings score subsequently increased. Included in this survey is a 2018 study by TripAdvisor which found that hotels that responded to reviews received 12% more reviews and their ratings increased by 0.12 stars.
Most review platforms operate on a five-star system, although this isn’t always the case. No matter what the highest score is, it’s important to respond to reviews from your clients – positive, negative, and neutral. Doing so can benefit your average rating (the first and most noticeable number prospective clients will see associated with your practice) on important platforms like Google My Business, Avvo, Healthgrades, and more.
3. Opportunity to Learn from Invaluable Feedback
Acknowledging what is being written about you online and taking the time to respond will allow you to have a better understanding of how your clients perceive their interactions with your practice. Reviewing and actually digesting this feedback will help you continue to improve and grow as a business, thus improving your overall client experience and your business’ reputation.
Online reviews are no longer a static or one-way flow of information. Building and maintaining a review response strategy is a great way for your practice to improve your local SEO and climb the rankings. It also gives you the opportunity to interact and engage with your clients in order to create an open channel for communication.
To learn more about the importance of responding to reviews and how Page 1 Solutions can help, contact your Internet Marketing Consultant at 303-233-3886 today!