Positive consumer reviews build trust and brand credibility, while negative ones often discourage customers from making purchases or using services. Nowadays, anyone can quickly and easily express their opinion about a company by simply adding a comment online. How can businesses effectively use online reviews to build a strong and recognizable brand?
The significance of customer reviews cannot be overstated. In an era of widespread digitalization, over 4.6 billion people worldwide have access to the internet. Every added review is publicly visible, reaching a wide audience. Studies show that up to 88% of potential buyers trust online reviews as much as personal recommendations.
This makes online reviews a key element in a company’s marketing strategy. Companies that actively monitor and respond to reviews can better tailor their regular offers and promotions to market expectations, leading to increased customer engagement and loyalty by 20-40%. More positive reviews also impact sales performance and increase the chance of success in the industry.
Even responding to a comment can do a lot of good. Firstly, it proves that the company truly values consumer feedback. Secondly, it increases the brand’s credibility, making the company seem more friendly and trustworthy.
Brand management includes all actions aimed at building and nurturing a specific brand image in customers’ minds. Experts repeatedly emphasize that consistent value delivery is crucial for maintaining a positive image and gaining a competitive edge.
Brand image shaping is a process influenced by all interactions between the client and the company. A brand can affect consumer perception through the implementation of consistent marketing strategies, one of which is managing online reviews.
Brand management in this area encompasses all actions that maintain a uniform communication tone. Experts at growAp include developing a consistent strategy for all responses to reviews and preparing for crisis situations.
Neglecting the specifics of Business Profiles can result in a negative brand perception, which in turn translates into poorer sales performance.
A customer unfamiliar with a product will always seek additional information about it. The simplest and quickest way is to browse online reviews. This way, consumers can find out how a product or service performs in practice.
According to the study “The Value of Online Customer Reviews” (source: https://doi.org/10.1145/2959100.2959181), even a small number of reviews can significantly increase conversion rates. For cheaper products, the conversion increased by 190%, and for more expensive products, by 380%. The study also found that products reviewed in any way have a significant advantage over those that have received no reviews.
Reviews directly impact how consumers perceive a brand. A 2021 study by Podium found that negative reviews can deter up to 60% of potential customers from considering a purchase. Conversely, positive reviews can significantly enhance brand credibility, increasing the likelihood of being chosen by new customers by 70%.
The growAp service is an innovative tool for managing Google Profiles and thus customer reviews. A prime example of how reviews impact a company’s sales performance is the case of one of our clients.
The company used the growAp application to identify and analyze trends in negative reviews regarding customer service. After collecting data from over 10,000 reviews, our client decided to comprehensively train their staff, resulting in a 35% increase in positive reviews over the next six months. Effective feedback response also led to increased customer loyalty – the number of regular customers grew by 25% the following year.
This example clearly illustrates the significant impact that online reviews have on brand image and customer attachment to a company.
Managing reviews is much simpler with the growAp application and does not take much time. We have created an intuitive tool for our clients, with a practical feature being a transparent inbox for managing reviews. This allows you to quickly see how users rate specific locations – you can check and compare which Profiles are viewed most favorably by consumers. Another convenience is the ability to centrally respond to reviews that appear at different branches. This way, you save time and improve communication with customers.
The growAp application allows generating review reports with content in XLS format, which are then verified by the user. The tool provides access to useful statistics on Google reviews and ratings, enabling ongoing review monitoring and planning of potential corrective actions. A very useful feature is also the notification of new reviews on a given Profile, allowing you to quickly react to positive or negative feedback.
Companies managing multiple Google Profiles simultaneously often cannot respond to every new review promptly. In such cases, the growAp application integrated with an AI module comes to the rescue. It uses conditions and artificial intelligence to respond to star reviews and reviews with content. This is an excellent way to thank customers for positive feedback and quickly identify dissatisfied customers to take specific corrective actions.
The growAp application allows quick responses to both individual reviews and the analysis of hundreds of thousands of reviews for content. With this tool, you can directly respond to selected reviews or make changes based on data from various summaries and statistics.
For many companies, the main problem is the sheer number of reviews, making it physically impossible to review all comments. With growAp, you can gather all reviews in one place, significantly facilitating their management and positively impacting communication with customers. A company’s quick response to a review makes the consumer feel cared for and more likely to recommend your products or services to friends.
Reviews affect not only customers’ purchasing decisions but also a company’s online visibility. This is confirmed by the successes of our clients. How can you use the growAp application to increase the number of Profile views on Google Maps?
One problem a client from the financial sector faced was the lack of a convenient panel for centrally collecting and responding to reviews from a network of branches. The actions taken aimed to enable responses to all customer reviews in near real-time. This effect was achieved thanks to the innovative features of the growAp application.
Conscious review management led to an increase in the number of:
This shows that customer reviews significantly influence consumer behavior, increase interest in the offer, and directly affect the company’s reputation.
Observing current trends, it’s clear that reviews have an increasing impact on a company’s image, purchasing decisions, and sales performance. The potential behind the power of recommendations is enormous. People tend to base their judgments and decisions on the opinions of others, especially the first information they receive. In psychology, this phenomenon is called social proof. Thanks to reviews, consumers feel safer and more confident in their decisions.
The unstoppable growth of the internet forces companies to increase their online activity, affecting both small businesses and large brands. For this reason, conscious and effective management of thousands of reviews without the support of appropriate tools and a developed strategy is impossible. In this situation, it’s worth investing in automation and process optimization. This is exactly what the modern growAp service and application offer. The innovative software ensures your company meets new challenges.
Customer reviews and appropriately tailored responses often capture potential consumers’ attention early in the sales funnel. What they see determines their subsequent purchasing decisions. Because in most industries, physical and online traffic intertwine, reviews published on Profiles are a significant purchasing impulse – a factor that cannot be ignored.
Our team has prepared an innovative solution for you in the form of the functional growAp application. We continually develop our tool to keep up with the latest trends and provide customers with top-notch service. Check out our offer and take care of your company’s image today!
Sources:
