Social proof is one of the most influential factors in modern consumer behavior.
On average, people read 10 online reviews before making a final purchase decision. In 2019, 94% of digital shoppers reported that positive customer reviews increase trust in a brand.
On the flip side, 89% of those same shoppers lose trust in a brand with negative reviews.
Ultimately, what your customers say about you is far more powerful than what you say about yourself.
Consumers aren’t the only ones analyzing your company’s reviews—Google is watching as well. The Google algorithm is watching for how many of your customers are interacting with your reviews and rewards your listing for those interactions.
It’s estimated that reviews are the second most powerful factor in Google’s local rankings. For these reasons, online reputation management has become a mission-critical endeavor in 2020. To confront this task, you’ll need to arm yourself with tools and data to effectively oversee your brand’s public image online and on social media.
With the right software, you can take charge of your earned media management, mediating crises, benchmarking against the top-performing brands, and seizing opportunities across the digital spectrum.
Social media is the world’s largest public forum (and focus group as Twitter calls itself). It’s a goldmine of insights into the sentiment surrounding your brand (and your competitors).
Such valuable insights cannot be ignored, so the challenge now lies in effective social media monitoring. In addition to monitoring, you should also be actively requesting/incentivizing customer feedback. It’s no secret that public perception and online reputation are vital to a brand’s success—but it’s becoming more important every year.
In 2019, 17% of marketers spent over half their marketing budget on influencers. With so much emphasis on social proof, online reputation management in 2020 will continue to progress from a “nice-to-have” to a must-have.
Invoteq is right there for you, offering a reputation management system we offer software that will request feedback from your clients automatically and then direct five-star reviews to your online directories and unhappy customers as an email to your management team to find out if they can be made into happy customers. But they are not directed to your online reviews.
For most of your unhappy customers, they just want to be heard and knowing that you get their feedback will give them satisfaction and discourage them from your review listings.
To find out more, give us a call or send us an email.