1) Potential customers can tell if your business is filtering your online reviews
According to Ecoconsultancy, 68% of consumers trust reviews more when they see both good and bad scores. Online customers are more savvy than ever and can spot when things look too good to be true. Indeed, 95% of consumers suspect censorship or faked reviews when they don’t see bad scores (Reevoo, 2015).
2) You’ll lower trust levels if you only have good online reviews
Webrepublic have stated that 30% of consumers assume online reviews are fake if there are no negative reviews. If you’ve only received five star reviews for your business, customers will know your manipulating them and can assume that it’s because your hiding something.
3) Give your customers a voice and show that you care
If you don’t allow or encourage reviews, your customers that have something to say, whether that may be positive or negative, will find it strange. It’s much better to be able to respond to a negative review to show that you care about your customer experiences than have them leave reviews on unverified listings and profiles.
If your business doesn’t allow for feedback, it appears to customers that you don’t really care about them or value customer service. If customers can’t expect good service, don’t expect them to want to visit your business. Customers like to see businesses that are open to feedback and especially the businesses that are listening enough to try to win customers back.
5) Give your business a chance to win back business
If a review isn’t published, customers can feel frustrated. If you let your customer down and they leave a review, this is an opportunity for you to win them back. By responding sympathetically and providing solutions, the customer’s experience will feel less negative and in turn, could help them give you another chance.
6) You’re missing out on opportunities to improve
While customers can sometimes be difficult with unrealistic expectations, others can help you improve on potential oversights. There is also room for improvement, and by listening to those who matter the most – the customer – you can only improve their experience.
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