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…

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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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