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What they are saying can make
or break your business
What is the impact of a negative review?
A large-scale survey* of 2500 internet users
revealed that Negative Reviews Hurt more
than Positive Reviews Help
*blumenth...
85% of consumers indicated that they
would be unlikely to choose a business
with negative reviews
However between 44%
and 53% indicated that
they were likely to
choose a business with
positive reviews
Although folks in the Midwest
were less likely to be impressed
with positive reviews
There was little
regional difference on
the influence of
negative reviews.
There was little
regional difference on
the influence of
negative reviews.
Negative reviews were
overwhelmingly the
kiss o...
Negative Reviews are the Kiss of Death
All age groups were equally dissuaded
from engaging with a business with
negative r...
However the younger someone was,
the more likely they were to be
influenced by positive reviews.
Pretty conclusive huh?
Not so Fast…
Consumers DON’T leave
great reviews
just because you did your job
But if they're pissed…
Unless otherwise influenced by an
exceptionally positive experience the
system is naturally skewed towards
negative reviews
The study was essentially black and white
without addressing the relationship between
positive and negative reviews.
An occasional negative review is actually quite
normal as long as it is overwhelmingly offset by
positive reviews.
Enough positive reviews can dilute the impact
of a few negative reviews, and possibly push
them farther down the page and ...
In fact, I can make an argument that the
occasional semi-negative review actually
validates the positive reviews.
Yes…you can make
lemonade out
of lemons
For example…
For example…
This type of response NEVER works and may in fact
enflame the situation by perpetuating the debate.
For example…
A better example…
Which response do you think would make lemonade
out of lemons?
A better example…
Proactively ask for feedback
from hand-picked customers who
you suspect will say nice things
about you.
Ace up your
sleeve
A single review… positive or negative
can take on a life of its own
what are the
Negative reviews are the
kiss of death
negative reviews HURT
more than positive reviews help
positive reviewscan help negate negative reviews
Positive reviews
can influence a consumer’s buying decision
the farther along the buying cycle they are
The moral of
the Story?
Reviews are just one aspect of comprehensive
Reputation Management Program but are
arguably the si...
.
Want to see what good reviews look like?
Customer Reviews: People are Talking About You…Without You
Customer Reviews: People are Talking About You…Without You
Customer Reviews: People are Talking About You…Without You
Customer Reviews: People are Talking About You…Without You
Customer Reviews: People are Talking About You…Without You
Customer Reviews: People are Talking About You…Without You
Customer Reviews: People are Talking About You…Without You
Customer Reviews: People are Talking About You…Without You
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Customer Reviews: People are Talking About You…Without You

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Negative Reviews are the Kiss of Death
Online Reputation Management is a vital aspect of what we do for our clients, and Client Reviews Management is actually something you can influence.

Blumenthal’s conducted a large scale consumer survey of 2500 US adult internet users over the age of 25 asking them if they would be influenced to choose a business based on negative or positive reviews.

Essentially they confirmed what we already suspected; that Negative Reviews Hurt more than Positive Reviews Help. I think it goes much deeper than that…

Reputation management is particularly important for schools. Parents want to know that you made other parents and students happy. Reputation management is just one aspect of a sold school marketing strategy. More info on school marketing can be found here:
https://www.blog.kreativewebworks.com/marketing-for-schools/

Customer Reviews: People are Talking About You…Without You

  1. 1. What they are saying can make or break your business
  2. 2. What is the impact of a negative review?
  3. 3. A large-scale survey* of 2500 internet users revealed that Negative Reviews Hurt more than Positive Reviews Help *blumenthals.com
  4. 4. 85% of consumers indicated that they would be unlikely to choose a business with negative reviews
  5. 5. However between 44% and 53% indicated that they were likely to choose a business with positive reviews
  6. 6. Although folks in the Midwest were less likely to be impressed with positive reviews
  7. 7. There was little regional difference on the influence of negative reviews.
  8. 8. There was little regional difference on the influence of negative reviews. Negative reviews were overwhelmingly the kiss of death…
  9. 9. Negative Reviews are the Kiss of Death All age groups were equally dissuaded from engaging with a business with negative reviews.
  10. 10. However the younger someone was, the more likely they were to be influenced by positive reviews.
  11. 11. Pretty conclusive huh?
  12. 12. Not so Fast…
  13. 13. Consumers DON’T leave great reviews just because you did your job
  14. 14. But if they're pissed…
  15. 15. Unless otherwise influenced by an exceptionally positive experience the system is naturally skewed towards negative reviews
  16. 16. The study was essentially black and white without addressing the relationship between positive and negative reviews.
  17. 17. An occasional negative review is actually quite normal as long as it is overwhelmingly offset by positive reviews.
  18. 18. Enough positive reviews can dilute the impact of a few negative reviews, and possibly push them farther down the page and out of site.
  19. 19. In fact, I can make an argument that the occasional semi-negative review actually validates the positive reviews.
  20. 20. Yes…you can make lemonade out of lemons
  21. 21. For example…
  22. 22. For example…
  23. 23. This type of response NEVER works and may in fact enflame the situation by perpetuating the debate. For example…
  24. 24. A better example…
  25. 25. Which response do you think would make lemonade out of lemons? A better example…
  26. 26. Proactively ask for feedback from hand-picked customers who you suspect will say nice things about you. Ace up your sleeve
  27. 27. A single review… positive or negative can take on a life of its own
  28. 28. what are the
  29. 29. Negative reviews are the kiss of death
  30. 30. negative reviews HURT more than positive reviews help
  31. 31. positive reviewscan help negate negative reviews
  32. 32. Positive reviews can influence a consumer’s buying decision the farther along the buying cycle they are
  33. 33. 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.
  34. 34. . Want to see what good reviews look like?

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