{"id":11263,"date":"2016-08-10T04:04:29","date_gmt":"2016-08-10T09:04:29","guid":{"rendered":"https:\/\/www.rocksdigital.com\/?p=11263"},"modified":"2025-06-17T13:07:14","modified_gmt":"2025-06-17T18:07:14","slug":"online-reviews-business","status":"publish","type":"post","link":"https:\/\/www.rocksdigital.com\/online-reviews-business\/","title":{"rendered":"Online Reviews \u2013 Business Builder or Brand Buster?"},"content":{"rendered":"<figure id=\"attachment_40406\" aria-describedby=\"caption-attachment-40406\" style=\"width: 1000px\" class=\"wp-caption aligncenter\"><img fetchpriority=\"high\" decoding=\"async\" class=\"size-full wp-image-40406\" src=\"https:\/\/www.rocksdigital.com\/wp-content\/uploads\/2016\/08\/online-reviews-rocks-digital.jpg\" alt=\"Importance of Online Reviews\" width=\"1000\" height=\"604\" srcset=\"https:\/\/www.rocksdigital.com\/wp-content\/uploads\/2016\/08\/online-reviews-rocks-digital.jpg 1000w, https:\/\/www.rocksdigital.com\/wp-content\/uploads\/2016\/08\/online-reviews-rocks-digital-300x181.jpg 300w, https:\/\/www.rocksdigital.com\/wp-content\/uploads\/2016\/08\/online-reviews-rocks-digital-768x464.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><figcaption id=\"caption-attachment-40406\" class=\"wp-caption-text\">Image Credit \u2013 HAKINMHAN\/Shutterstock.com<\/figcaption><\/figure>\n<p>Having a way for your clients to leave <a href=\"https:\/\/www.rocksdigital.com\/google-local-search-reviews\/\">online reviews for your business<\/a> can be a great business builder.\u00a0 But, it is not without potential pitfalls.\u00a0 And even if you don\u2019t have a formal channel for people to leave reviews, if they reach out via social media, they expect a response.<\/p>\n<p>According to a recent study (which I found at Search Engine Watch) more than 70 percent of users expect to hear back from the brand they\u2019re reaching out to on Twitter, and 53 percent expect\/want a response within the hour.\u00a0That percentage goes up if the person is complaining about something. Many indicate if they don\u2019t hear from the brand, they\u2019ll start telling friends and family about their experience.<\/p>\n<p>For the most part, it does seem that brands are rewarded when they engage with their audience quickly. The rewards are both <a href=\"https:\/\/blog.wordofmouth.com.au\/how-to-respond-to-positive-reviews\" target=\"_blank\" rel=\"noopener\">recommending the brand on social media<\/a> and encouraging friends and family to buy from the brand based on their positive experience.<\/p>\n<h2>A few things to keep in mind when you\u2019re responding and managing online reviews:<\/h2>\n<ul>\n<li>Some people just don\u2019t believe in giving perfect scores. Ever. It won\u2019t matter how great your product or service was to some reviewers, you will NOT get a perfect score from them.<\/li>\n<li>Reviews reflect one person\u2019s experience with your business. And two people in the same place, at the same time, having nearly identical experiences will have different feelings and expectations.<\/li>\n<li>Most of the time, the people writing the review of your business were people who paid for your product or service and their word-of-mouth (for better or for worse) should carry some weight.<\/li>\n<li>Many times people won\u2019t write a review if they\u2019re pleased, but they will readily write a bad review. It may help to see if you can similar negative reviews from anyone who writes negatively about your business to see if it\u2019s a pattern with them.<\/li>\n<\/ul>\n<p><span class=\"callout\">So, how do you handle responding? (And yes, you should respond \u2013 MOST of the time)<\/span><\/p>\n<ul>\n<li>Make sure you have a system. It may help to set up some sort of customer service desk software to make sure you can track and follow up.<\/li>\n<li>You\u2019ll want to respond in a timely manner, but don\u2019t rush. In the case of responding to something negative, make sure you\u2019re not angry or upset when responding, as that has the potential to make the situation worse.<\/li>\n<li>If someone writes a great online review or gives your business a compliment, make sure you respond to those, too. It makes people feel good to know that their voice has been heard.<\/li>\n<li>If someone writes something extremely negative, consider responding privately. If someone is determined to be angry or argumentative, not having it play out where everyone can see it is probably the best course of action. Leaving a message in the public forum that you will be contacting them privately and then actually doing so will bring the best results.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.rocksdigital.com\/reputation-management-repairing-safeguarding-your-brand-online\/\">Responding to online reviews<\/a> doesn\u2019t just affect your business or brand\u2019s bottom line, it also has a big impact on your online reputation, and overall customer satisfaction levels. Online reviews are a powerful form of customer feedback and shows that clients are having conversations about your brand, whether you like it or not. Make sure you have a strategy, make sure your responses are timely and join the conversations happening on online review sites and other similar feedback channels.<\/p>\n<div class='tm-tweet-clear'><\/div>\n<div class='tm-click-to-tweet'>\n<div class='tm-ctt-text'><a href='https:\/\/twitter.com\/share?text=Online+%23reviews+can+be+a+great+business+builder+%40LauraDarkstar+%23RocksDigital+%23DigitalMarketing&#038;url=https:\/\/www.rocksdigital.com\/online-reviews-business\/' target='_blank'>Online #reviews can be a great business builder @LauraDarkstar #RocksDigital #DigitalMarketing<\/a><\/div>\n<p><a href='https:\/\/twitter.com\/share?text=Online+%23reviews+can+be+a+great+business+builder+%40LauraDarkstar+%23RocksDigital+%23DigitalMarketing&#038;url=https:\/\/www.rocksdigital.com\/online-reviews-business\/' target='_blank' class='tm-ctt-btn'>Click To Tweet<\/a><\/p>\n<div class='tm-ctt-tip'><\/div>\n<\/div>\n<p><em><strong>Because if you\u2019re not quick to respond, engage and build your brand\u2019s community, one of your competitors will be.\u00a0 Creating connections builds brands \u2013 what are you doing to build yours?<\/strong><\/em><\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Having a way for your clients to leave online reviews for your business can be a great business builder.\u00a0 But, it is not without potential pitfalls.\u00a0 And even if you don\u2019t have a formal channel for people to leave reviews, if they reach out via social media, they expect a response. According to a recent [&hellip;]<\/p>\n","protected":false},"author":24,"featured_media":40406,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[107],"tags":[527],"class_list":["post-11263","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-local","tag-online-reviews"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Online Reviews - Business Builder or Buster? | Rocks Digital<\/title>\n<meta name=\"description\" content=\"Online reviews can make or break your brand. 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