A complete guide to online reviews

A complete guide to online reviews

A complete guideline to online reviews

In today’s fast-paced digital world, online presence is the key to business success in a short period. From the beginning, all kinds of businesses had to manage their reputation. But the medium, the speed, and the number of people reaching out to that information have gradually changed. In the past, advertising and word of mouth were the only means of business reputation with very limited reach. Now, customers provide real-time feedback to define any business through online reviews, social media, forums, and other channels. Positive online reviews on these platforms can play a defining role in the success of your business. Consumers trust reviews just as much as they trust personal recommendations because they come from actual buyers with real experience.

Managing a successful online reputation is indeed a very difficult and time-consuming task. Using products, services, or people to reduce time spent but the most successful investment you can make is maintaining an online presence with a great reputation. Getting online reviews, monitoring, responding, and spreading should be the most important aspects. Online reviews can be the most effective way to drive potential customers to your business. Trying to get your business to the top of the Google search engine results page (SERP) may be possible with thousands of dollars but it is also very expensive and risky. Only online business reviews can establish the authenticity and brand credibility of your business which SERPs cannot do without wasting huge amounts of money. You can find a complete guide on online reviews below.

What is an online review?

Online review is a type of response that a customer or user gives after using a product or service. These online reviews are very important not only for business owners but also for customers. Online reviews are a common platform where customers and business owners can share their views about a particular product or service. If a customer is not satisfied with this service, they can share their bad feelings through any social platform, and in return, they can also give positive feedback. Similarly, the business owner can respond to that response and express gratitude for the good products and apologize for the bad ones. Customer experience is the new way of marketing that has been the biggest hit in 2015 and has been counted. Reviews for products may not be new but come back to the grassroots in the form of digital media. Customer feedback may not be as prevalent in this online business world. Audiences are now segmented across multiple platforms and companies that must win out over authentic and great products and services in their communications. Having extensive online reviews on Google, Facebook, Trustpilot or Yelp can boost business overnight for any online business.

The effect of online reviews

Business communication has changed dramatically through social networks such as Facebook, Twitter, Google, and TrustPilot compared to conventional media networks. What a business says about itself is no more important than what customers say about a business. Only customers have the right to determine the reputation of a business. Review sites are two-way conversations that have the same voice in a shared space. Today, review sites have created a world of opportunity where consumers can interact with the brand and vice versa. Responding effectively to negative reviews and increasing positive feedback is essential for success even though some people find it a daunting task or a difficult task. Since thousands of people are witnessing neglect on social sites, not responding to customers on review sites can be bad for any online business.

We can take Trustpilot for example because it is a global online review community that helps build trust and transparency between consumers and businesses. The implications for the given image are that Trustpilot has set new global standards of trust by empowering businesses to engage directly with their customers through a trusted platform. Trustpilot has 200,000 businesses registered with 40 million reviews and the impact is so huge with 72 million visitors a year. So, imagine that a reputation on such platforms will greatly impact your business and help in customer satisfaction and further innovation.

The need and importance of online reviews for business

A recent survey conducted by the Oxford School of Business revealed a startling fact that about 97% of consumers find local business information on web pages. At the same time, about 90% of other customers decide whether or not to buy based on what online reviews offer. The results were released after each business was constantly reviewed online.

Popular review sites like Yelp and TripAdvisor generate over 270 million reviews each year. And on closer inspection, your local business clients have a better chance of chatting online, like on Facebook and Twitter. So the need for online reviews is not limited to any online business that serves products and services.

Just imagine if you were going to try a new restaurant for dinner, how would you choose a place? Or if your car breaks down, how do you find a mechanic? Of course, you will turn on your mobile or computer to search for nearby restaurants or mechanics. But wait! How do you choose when you have a plethora of options? Here comes the importance of review. 9 out of 10 consumers will go through an online review of those restaurants and then decide whether to go. Although you can find “Alex motors” much cheaper than “Bikers King” you will have to repair your car at Premio King because they have an average rating of 4.7 stars but Alexy Motors has 3.8 stars. Thus, having several positive reviews determines the quality of local business and is responsible for better customer flow.

Online customer review price

Due to technological advances, social recommendation and review sites are more reliable than traditional advertising systems. These reviews are considered a mirror of the actual customer experience so they are more authentic and authentic in the eyes of the customers. So it is becoming increasingly important to have a reputation on online review sites. Having a recognized reputation and being present always goes hand in hand. Having negative reviews is just as bad as not being listed on any review site. User-generated content such as reviews can drive real results for any online business. Creating a real customer experience in any way should be a business owner’s priority so that visibility and reputation are maximized at the same time.

According to Samsung, about 95% of consumers search for local information online before buying a smartphone. Google reports that 9 out of 10 searches lead to sales and accordingly 57% leads to sales. Some customers decide to buy even before entering the store due to online search. If your business has a good web presence, its competitors will eventually come to you. The process goes through a series of processes such as local listing, reputation management, and social products for word of mouth. More than 79% of smartphone users use their phones to view reviews, compare prices and other metrics, and make an astonishing 72% purchase. The trend has changed buying habits significantly over the years.

How effective is online customer review?

The effectiveness of online customer reviews is something that cannot be described in words but is seen in your business. Maintaining a consistent online presence and a positive reputation is crucial for gaining the trust of consumers and search engines. Some of the important aspects of online footprint include:

  • Maximum number of lists on local sites
  • Maintain consistency of list information (name, address, phone)
  • Overall Feelings in Review (Positive and Negative)
  • New review speed (current review frequency)
  • Overall review volume (especially positive)
  • Social activity and engagement (reviewer feedback)

According to a popular website, about 69.5% of customers take the time to write a review or ask business owners to respond and prefer to leave it via a comment card, text message, restaurant website or app, or any review site.

Impact of online customer reviews

This graph depicts the number of people of different ages who respond to online reviews through various tools. In the case of comment cards, 24.4% of people give their opinion and the highest number among them is 55-64 years old. On the other hand, only a few young people between the ages of 18 and 24 are interested. The next line indicates the response to the text message and here the highest number of subscribers came from the age group of 25-34 but by contrast, the lowest response came from the age group of 55-64. The following line is for 20% of customers who use the restaurant’s website and app for feedback. On average, about half of the customers here are between the ages of 35-44 and 45-54, and the other half. The second is for users who use review sites like Yelp, Google, or Trustpilot and the amount is about 19.8 /%. On these platforms, the maximum number of respondents is 25-34 years old and the lowest is 65+ years old. The final line shows how many people are unwilling to respond or do not have time for it. And this amount is probably 30.5% of the total.

Different types of online reviews:

Many types of online reviews can be a blessing or a curse for your online business. Although these reviews vary from platform to platform, their purpose is the same. They are offered as a response to a person’s experience after purchasing a product or service. Due to the different platforms and their review methods, reviews have received different sizes or formats. Here we will discuss the most basic classification of online reviews.

Positive and Negative Reviews: The most common and effective review method is positive and negative reviews. A customer can choose a review platform like TripAdvisor, Yelp, or Trustpilot and then he can express his feelings. If the words written by the customer bring some positive thoughts or if he is happy with the product and service then it is called a positive review. On the other hand, if they are dissatisfied with the product and use some bad slander to express their feelings, then obviously this is a negative review. Positive reviews can be very helpful for a business to grow but at the same time, negative reviews can be devastating.

First-party reviews: Most online businesses have their own space on the website or app to get feedback from customers. Any customer can visit their website and give feedback. This is called first-party review because businesses are receiving words directly from their customers. This is the most effective way to review because all the reviews here are original. Business owners must take these seriously and respond accordingly.

Third-party reviews: Third-party reviews are those that come from a different website, not directly from the business website. Many platforms allow customers to share their experiences about products or services from any company or website. Google, Glassdoor, Amazon, TrustPilot are some third-party websites that allow customers to respond to any product of any company and write five stars. It is most popular among customers because they feel safe and there is no stress.

One Star-to-Star and 3 5 Star Review: Any product or service that gives a star is very popular with customers. These features were first introduced by Google because they used them to get feedback from their customers about their service. But, nowadays almost every site has these features because it takes less time and is easy to use. If your business has the most one- or two-star reviews, it probably indicates that customers are not satisfied with your service. However, if you get more than 3 stars and if the amount is huge then you have pleasant service. Having the maximum number of stars means the opportunity to get the maximum number of customers.

Reviews on how SEO affects credibility and trust

Gone are the golden days when all businesses would throw their keywords across their website to score high in local search rankings. But the landscape has changed. There are thousands of factors that affect search engine rankings (SERP factors), including online business reviews. Here are some of them:

Third-party diversity where reviews are present

  • Owning third party sites
  • Control over the pages that contain reviews
  • The number of reviews by authoritative reviewers (Yelp Elite, Google Local Guides, etc.)
  • Reviews by consumers feel positive
  • Total speed of review including native and third-party reviewers
  • The quality and quantity of third-party traditional reviews
  • Product/service keywords in reviews and search engine credibility

Click-through rate (CTR) is the most effective factor in Google’s local algorithm. With the rise of yellow stars, online companies are getting more and more engagement from customers. Your business will appear at the top of search engine results if you have more online reviews and higher CTR translations. The number of positive reviews for your site and a high CTR indicates that you offer the best user experience and serve the right kind of content that Google believes. For example, 71% of searches on Yelp come from mobile devices, which means they’re ready to buy when they review reviews.

Credibility and Trust: There is another aspect of SEO that I call click-ability responsible for building credibility. These things are probably as easy as talking, laughing, and talking to others. Only those are clicked by customers with more reviews. Consumers think that there must be some good aspects because many people use this product or service.

Google search results page

So what would you do if you went to see someone by the sea in Las Vegas and they want to go out for seafood? You must do a quick Google search: “Las Vegas Seafood Restaurant”. Star ratings will pop up immediately on top-level searches and whichever you choose, of course, the one with the highest rating. Thus, reviews and ratings contribute to trust and credibility.

Why do you need 4-5 star / positive online reviews?

Everyone here comes to shine, to gain, to gain respect and everything in between is possible when your products will create a crazy effect for customers to buy. This will be possible when your currently registered products have a better number of 5-star ratings or positive reviews than your other competitors. You need a 5-star rating and positive reviews because your product will become out of the box, more attractive, and more search engine friendly. It is not enough to list your products or services on various sales sites to govern this online business but to ensure that your product is getting good ratings and reviews. Since online review platforms have become the undisputed authority, consumers are relying on them before making any purchases. In this case, those who have a positive 5-star rating and reviews have more visitors and more chances to get orders.

You need good ratings and positive reviews to keep your business afloat.

Many people have problems listing their products for sale on websites like Amazon or Yelp but do not get enough sales but a good number of reviews can solve this problem.

Good reviews will increase your SEO rating and ability to check. About 90% of online product purchases come from search results.

The product purchase ratio from the first page results is 8 out of 10 and this can only happen if you have good ratings and reviews.

To compete with other vendors, you need to take care of your 5-star rating and reviews that you are your customer. Ratings can also help give your product a kick start.

Online review sites track which products people purchase after searching for a given keyword. They help determine which product is most relevant to the original search and display the item first.

With positive online customer reviews, your products will reach the maximum number of customers.

How to respond to negative online reviews

"Anyone who has ever made a mistake has never tried anything new." - Albert Einstein

How to respond to negative reviews

So it is very clear that you will make a mistake and for that, you can get strangely bad reviews. But, the bad ones can be good for your business if you respond appropriately and sprinkle a little marketing magic on them. It is said that 1 in 25 people tend to give only negative feedback despite having a bad experience. So, it is a little difficult to manage but can be a gift. Negative reviews should be taken as a quick critique from someone who has tried the business and allowed you to make your business better.

Here are a few things to keep in mind when responding to negative online reviews:

Take time: Whenever you get a negative review take a little time, not a lot of time. When answering make sure you don’t react emotionally because people can rely on your response again. It’s really hard not to take bad reviews as personal attacks because everyone tries their best. You must write with sincerity and make sure that you do not let your emotions take over. If your response sounds sarcastic or deceptive, it can make the situation worse.

Be kind and unpretentious: Be very careful when you respond to someone and let your response come gently. Keep in mind that the audience potential is much larger and wider. Other people may see feedback when they visit your review site so they can share reviews and feedback with their own network.

Be specific: If a customer mentions something specific about the business, use it specifically in your answer. This will prove that the complainant has heard and understood and that you are not a robot.

Criticism can be helpful: Even if you disagree with a negative reviewer, thank him or her for taking the time to invest in trying to make the business better. Negative reviews are the best way to understand the customer experience. There may be some shortcomings in the business so it is important to consider the content without going into any defense. So take this criticism as a positive thing for your business.

Take the conversation offline: Don’t argue with a dissatisfied customer in a physical store or online because there are other customers nearby. So try to offer offline discussions like giving the customer a phone number as they have more eyes to watch online. With it, you can connect personally and make sure the reviewer fixes the situation for them away from the digital audience. According to the bad experience you can apologize for it and give a special discount. Do you know who doesn’t like free stuff? I love you and everyone else.

Never overlook this: As a business person you must have a lot of competitors but they can deliberately post negative reviews on your products. Never ignore a review because more relevant people will read the review and make changes when making a purchase decision. Make sure local businesses are part of the online conversation every day.

How to respond positively to online reviews

So you know how to respond to a bad review, but what about a good review? Be polite, thank the reviewer, and take the time to develop a thoughtful response; Many principles remain the same. In a recent survey of 10000 randomly selected automotive dealership reviews on the smareview.com website, they found an interesting result. According to the results, the dealers who responded to all the reviews were not only negative, they got the highest rating and were the most popular. But, there are some key differences. A frequent response to online reviews, whether positive or negative, is an important component of customer service. Good customer service Good business.

Here are a few things to keep in mind when responding to positive online reviews:

Share reviews: Positive reviews are like receiving some direct blessings from the God of your business. Use those sweet little comments. These positive reviews are a testament to the character of the digital online world. You can do this even if you have a magic bullet in your closet because it only makes your future customers present for the present. So you should use good reviews for marketing. The customer experience is the best marketing and your business will grow with the growing number of consumers.

Determine the value: Understanding the needs of your consumers is the number one priority of your business because they are the business. If you think your product A is the best but every review speaks to product B then you need to take marketing a little further with product B. Or it could be an indication that not enough people know about Product A. So be careful what your customers like about your business and give your full attention to them. Try to meet your customer’s expectations.

Be private: If a reviewer mentions something specific about the business, try to share a personal anecdote or share a comment without making the comment too long. If reviewers like the design of your site, thank them and let them know where the inspiration came from. Doing so means acknowledging certain points from the review, assuring the author that you have read, understood, and internalized their response.

Reward employees if they are mentioned: If a staff member’s name is specifically reviewed, it is essential to reward him. We all know that our data reinforces that idea and how important customer service is. It is clear that customer service is essential for setting up a business apart from the bad ones. So, it is clear that the person who takes extra care to make your company more special to your customers should be rewarded. By making such things you will get more positive feedback than before.

Ask for reviews: If you get a lot of good reviews, this is a very good initiative. This can be even more helpful if you specifically ask reviewers or other customers to respond in a polite way. If customers like your method, they can ignore your lack. The average number of reviews written about general business is increasing with each passing year. Many companies even buy positive reviews just to build a reputation in the market. If a company gets a good thing like a positive review, it can keep the ball rolling.

Famous and popular online review platform

Since the online review platform is the fastest and fastest-changing platform, it is very difficult to get accurate results. But some names are already popular and people value them as much as their own recommendations. The review sites listed below are relevant to almost every business in almost every vertical. Companies are well aware of their listings and claim to hang out with their customers on all sites. We are offering some of the main sites according to research led by BrightLocal, Vendasta, and other famous statistics sites. In addition to these 10 core sites, each vertical must address specific industry reviews, such as TripAdvisor, DealerRater, and Cars.com.

Google My Business: Google My Business allows business data on search, maps, and Google+ so customers can easily find a location. This can be done from a desktop, mobile, or anything in between. Google Review, also known as Bolster SEO, shows up in searches. This is essential for the credibility of all businesses. It has billions of users all over the world.

Yelp: Founded in 2004, no one thought a real estate website would be as bright as it is now. Yelp has become synonymous with millions of different online reviews. Yelp had a monthly average of 89 million unique visitors who visited Yelp through their mobile devices in Q4 2017, which is a clear indication of purchase intent.

Facebook: Facebook is mainly known for its social interactions with people around the world. But nowadays consumers are increasingly communicating with brands through social channels and there is no more social platform more respectable than Facebook. It allows people to follow, like, and share. And, finally, the reviews on Facebook are seen by many potential customers.

Trustpilot: TrustPilot receives over 2 million reviews per month with its extensive branches in New York, Melbourne, Vilnius, Berlin, London, and Denver to serve its clients. Any business listed on Trustpilot may receive reviews and feedback from customers and clients, and business owners may respond appropriately to the Trustpilot reviews provided. A free company account includes a profile, review notifications, the ability to reply to reviews, and a widget for posting verified reviews on your website; Payment accounts offer in-depth analysis and integration with your business. The main reason for Trustpilot review is to help potential customers and clients choose the right business when looking for a product or service to make the right decision. Trustpilot is a great option for B2B and B2C companies that offer both products and services.

Amazon: At first Amazon was a virtual library. But Amazon has become much more than a book review. Amazon is the main source of information for companies that do any amount of e-commerce. Amazon alone controls half of the world’s online business and its reviews.

FourSquare: With 55 million monthly active users, Foursquare is one of the best of its kind. Foursquare is still a powerful force for monitoring customer loyalty and feedback through reviews or star ratings.

Better Business Bureau: BBB has a brief company bio and reviews history in the company profile. All complaints about a business, as well as an A – F rating system. This has had a huge impact on local consumers.

TripAdvisor: This website allows any registered member to provide information like other companies by generating ratings and reviews to find the right accommodation and experience for travelers. It is not enough to list your hotel or restaurant business on TripAdvisor to rule this tourism and hospitality business, but to make sure your business is getting good ratings and reviews. Since TripAdvisor has become an undefeated authority, travelers are obviously relying on TripAdvisor and those who have good ratings and reviews tend to have more visitors and the opportunity to get reservations from them.

Bing: Bing allows customers to review their site. Bing also collects reviews from other sources So while this may be easily forgotten, Bing reviews are still relevant for potential users or business owners.

Aabaco: Formerly Yahoo! Now known as Abaco. It allows users to post business reviews using the well-known five-star rating system. Although secondary to Google, Yahoo! Still gets about 10% search engine share, so of course successful.

Glassdoor: Although Glasdor was launched in 2007, its review system was started in 2008 by three former Expedia employees. Glassdoor provides a list of the latest jobs to its millions of users while simultaneously compiling a growing database of company reviews. The main purpose of creating this website was to increase transparency in the workplace

Zillow: Zillow is known as a leading real estate and rental market, founded to serve the people of the United States in finding or selling property. Zillow allows dozens of apps across all major platforms for all kinds of reviews.

YellowPage: YellowPage is an Australian business review website set up to help consumers across Australia. More than 5 million Australians search the Yellow Pages website alone every month. Yellow Page Review is a platform for consumers to share their experiences with Australian local businesses, whether positive or negative. Only authentic and helpful reviews are accepted on the Yellow Pages.

Angie’s List: Among many review platforms, Angie’s List is best known for its authentic and trustworthy reviews. This is an online business directory where businesses can set up a profile that includes a variety of information. The list includes their business name, contact information, and the type of service provided. This platform is designed for customers who are looking for service providers in their area and shows reviews of services they have received from registered businesses. In Angie’s list, businesses can display ads along with displaying business information. Angie’s List has its own call center to talk to customers who are looking for service provider recommendations and they help them free of charge.

SiteJabber: Sitejabber is the leading destination for reviewing customer ratings and all fashion-related topics of business and services. Sitejabber was created in 2008 in the San Francisco Bay Area so that customers can get better information about companies before they make a purchase. There is an option where customers can ask questions to the reviewer or service provider of any company. If there is a problem with the purchase, customers can give their own feedback and help solve the problem.

How to get the right reviews for your business?

So as a business owner, you can think about where and how you can get more reviews for your business.

Accurate listing: When customers search for a business, it should be easy to find. Don’t stop customers from leaving a review: Search, find and write. Make sure you list your business properly.

Multiple profiles: It’s impossible to get a review unless customers find your business. Make sure your local business clients are listed on various review sites. Yelp, Facebook, and Google have some basics for each industry but the standard list varies by industry. It doesn’t usually take long to set up a profile on these review sites.

Ask: You can add a specific place on your website or mobile app where customers can respond. You can even ask them to leave a comment in the box and this way you can get more reviews. No matter how busy customers are, they will respond if they love your business.

Alert customers: Using some innovative visual advice such as “Review us on Yelp” is a good reminder for customers. They can give you a card or a short message while visiting your business. A gentle reminder is always better than a boring post.

Use software: Using automated software to track your customers may be a good idea. Sending reminders to customers via email will help maintain a trick of review. In this way, your business becomes trustworthy at every moment.


The idea of ??online reviews has become essential from “good to stay”. These sites are more likely to show interest in updating customer feedback and profiles. Even responding to reviews and engaging with business owners has become increasingly important. Customer service in the digital age maintains positive word of mouth through online review sites. The notation of challenges and opportunities has been recognized by business owners and consumers. Although online reviews have been around for many years now it is certain. Online reviews are the new gem of the business. By creating reviews for the initial and long-term success of online businesses, their response has become clear to business owners.

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