Online social proof (reviews, ratings, and testimonials, awards) are more prevalent today than ever before. Ninety percent of customers are reading your reviews – eighty-eight percent of these customers consider them as trustworthy as a personal recommendation.
Customers are turning to online platforms (social media and search engines) to answer questions and conduct research – more often than not basing an opinion off the ratings and reviews of a company.
A simple search will show you the rating of a brand. With sites like productreview.com, truelocal.com.au and rating scores on Google My Business and Facebook, an overview of how your brand is perceived by the online public can be seen in seconds.
Social proof has the power to win over potential customers, ease the minds of moderately disgruntled customers…or it could be really damaging to your reputation and scaring away potential customers.
Missed our social proof blog? For a quick rundown on social proof – click here
Here’s why you should care about your Online Reputation
1. Increase sales
As stated, 90% of your customers are reading reviews and 88% are being heavily influenced by these reviews. What sets you apart from your competition? The user experience – great service, great product, great delivery time, is what potential customers are wanting to hear about from genuine customers. If you’re struggling to convert physical praise from customers, try engaging more with your reviews and comments online. Customers want to know that they are engaging with a human, not a bot. Your response to customer feedback (positive and negative) online will impact your sales rate.
2. Build Customer Trust
What’s better than a company telling you they’re the best? A customer that has paid for the experience! And it’s not just about the positives. Professional, warm responses to negative feedback are just as important as positive feedback. Customers will trust your brand when they see that you are genuine interested in delivering the best customer experience – and promising to do better when you fall short. Remember to respond in a timely manner too – customers expect a response within 24 hours and may become more agitated if this expectation is not met.
3. Build Your Brand
What is your USP? Your Online Reputation is a great indicator of whether customers are understanding your USP or not. Again, it’s not solely about the reviews. How are customers responding to your social media posts – is the message you are communicating aligning with the message they’re hearing?