In 2024, 81% of people researching businesses checked out Google Reviews before moving forward, making these reviews extremely important for your business.
Before you visit a restaurant, shop at a new store, or hire a company to perform services, you want to know that the business can be trusted. Many online users turn to the review section of their search engines, typically Google, to learn how other customers felt about the business. Google Reviews have become important enough that they directly impact local rankings and sales of nearly every business.
Here are some reasons why these reviews are extremely important for your business.
People trust reviews
If you think of reviews as the modern-day version of word-of-mouth advertising, it’s easy to understand how important they can be. Before Google and the internet, if you wanted advice about a company or service, you would ask someone who had done business with that company. It was typically pretty easy to get a good understanding of what to expect from these conversations.
In today’s world, reviews are how this communication takes place. Nearly 90% of users confirm making a buying decision based on online reviews. This means businesses need to ask for reviews and make them easy to fill out, giving customers a chance to share their experiences. It’s important that companies request reviews from customers who had a good experience with their services.
Note: Engagement is also key. Whether positive or negative, it’s important that a company shows appreciation for every customer review.
Improved customer retention
Google Reviews have become extremely important for attracting new customers to a business, but they are also important for customer engagement, loyalty, and retention. Most customers read the responses posted by a business to the reviews given. This is certainly true of negative reviews because potential customers want to know how a business is responding to criticism, issues, and concerns.
Responding to reviews, which offers people an opportunity to engage, interact, and feel heard and valued, is an integral part of the relationship a business can develop with its customers. When review responses go well, the most critical customers can become the most loyal because the business shows a willingness to handle any problems that arise.
Improved customer service
If negative reviews can impact your local online ranking and your sales, this is a great place to begin when looking for ways to boost customer service scores and improve sales. Google Reviews provide a reality check for any business, especially when a business receives negative reviews. Not only can your business address each negative review individually to ensure the customers are satisfied with your services and ready to continue working with you, but these reviews can be a great way to improve in areas you might not have been aware were issues.
When your business receives several reviews with the same complaint, you’ve got a pattern that must be addressed. It could be as simple as a training opportunity or as challenging as requiring staffing changes.
Use reviews to climb the rankings
You want your business to appear at the top of Google searches for the products and services that you offer. This can happen with higher review rankings. The best star ratings typically appear at the top of the search pages, which makes these reviews extremely important. The top results are called the Local Pack, and your business needs to be included. If it’s not, you’ve missed something that will improve your visibility.
Note: Not being included in the Local Pack isn’t only about better customer reviews, but they are a good place to begin.
Be chosen by online users
Businesses with positive Google Reviews are four times more likely to be chosen by customers over their competitors. This means reviews are an extremely powerful endorsement from other customers who have worked with the business. The higher your star rating and the more glowing reviews you have, the more likely your business is to attract new customers. These high review ratings also encourage your current customers to become repeat and loyal customers.
Your business should showcase positive testimonials on your website, review sites, and social media. This adds credibility to your business and makes you stand out. Most customers feel good about a business with positive reviews from other users, which makes them more likely to do business with you.
Google Reviews are extremely important for every business. They provide a snapshot of the customer experience, impact search engine rankings, and affect sales. Does your business have the right approach to these reviews?
