It has become apparent in today’s technological world that more and more business people take online reviews and reputation management very seriously. Those that take the time to respond to a customer’s compliments or complaints really care about what is thought about them. Those that do not respond do not really care and are not interested in becoming a larger and more successful business.
It is very important to respond to reviews because it is viewed that the review of one person is the voice of one thousand people.
- The survey also found that 63% of SMBs encourage customers to post reviews online, while 37% don’t do anything to generate reviews.
- It also found that among SMBs who respond, 81% do so for both positive and critical reviews; 12% only respond to positive reviews and 6% only respond to negative reviews.
- A 2018 LSA survey for SOCi found that 50% of SMBs (n=315) didn’t have a review acquisition strategy and 40% infrequently or never responded to reviews.
“Overall, the Uberall survey suggests a pretty digital-savvy SMB population.”