Just a few clicks on a keyboard and an online review is up. It is that easy for consumers. However, for businesses, making sure the review is positive takes a little more effort.
“So many consumers are using online reviews,” said Jeremy Johnson, the southeast Idaho marketplace manager for the Better Business Bureau.
According to the Better Business Bureau, about 55% of consumers consult online reviews before making a purchase, and 22% of people write those reviews.
“That is the way the marketplace is going,” Johnson said. “Consumers are relying on these reviews to decide which business they are going to use.”
Craig Cobia, the director of public relations and member education for Beehive Federal Credit Union, knows the importance of an online persona for businesses, especially when a business reaches a wide audience.
“As people are further and further away from our headquarters it becomes all the more important that we have robust, strong online tools to meet their needs,” Cobia said.
The Better Business Bureau said that interaction with online reviewers can go a long way. Whether it is positive or negative.
“You want to thank that consumer that touted about the great experience at your business,” Johnson said. “If they did have a negative experience, use it as a learning experience to make your business better. Then address their concerns and try to help them so they can have a good experience.”
If you do respond to an online negative review, the Better Business Bureau recommends to handle it in private. That way there is no back and forth under the comments.
To get those reviews on there in the first place, you just have to not be afraid to ask.
“You’re not going to get a review if you don’t ask,” Johnson said.