How do online reviews differ across different platforms and industries?

Let’s not forget the impact of other audiences who may be reviewing your business. Employees are often overlooked with review sites such as Glassdoor, Google Reviews, and Reddit ranking highly in search results. Multiple reviews from employees reveal the internal culture of an organisation, impacting the sales funnel and talent pipeline. Investors may also rely on non-material information where review sites play a part.

Online reviews matter because: 1) Consumers of all ages increasingly rely on digital research and value peer opinions for decision-making; 2) Skepticism towards traditional advertising drives people towards unbiased reviews; 3) Reviews simplify complex purchase decisions by offering real-world insights; 4) They serve as essential third-party validation, enhancing trust and credibility; 5) The rise of online shopping, especially post-COVID-19, has made reviews a key factor in buying behavior. Online reviews help guide consumer choices, build trust, and influence purchases across various industries.

Online reviews can significantly differ across different platforms and industries in terms of how detailed they tend to be and what kind of information the platforms expect from their customers. Google Reviews often include star ratings, written reviews, and photos; Yelp is detailed and often includes ratings for various aspects like service, ambience, and value; TripAdvisor usually covers accommodations, restaurants, attractions, and travel experiences; Trustpilot and Sitejabber are more general and for all kind of industries, etc. So, depending on the industry, different platforms should be considered, and they all have their logic and differences.

Online reviews are like word-of-mouth for the digital age. They influence people's decisions because they trust the opinions of other customers. Positive reviews can attract new customers and build trust, while negative reviews can hurt a business's reputation.

Online reviews vary by platform in terms of length, tone, rating system, and verification. Google reviews are typically short with a 1 to 5-star rating, while Yelp reviews are more detailed and filtered for quality. TripAdvisor, Amazon, and Facebook each have unique features and guidelines. Understanding these nuances is crucial for an effective review strategy. In my experience, adapting responses to the platform's style improves engagement. For instance, responding to detailed Yelp reviews with personalized messages can enhance credibility, while concise replies on Google maintain clarity and efficiency. Tailoring your approach ensures better customer interaction and brand reputation.

Different platforms cater to different purposes. Here's a general idea: General review sites: These cover a wide range of businesses, like Yelp or Google My Business. Reviews here tend to focus on overall experience. Industry-specific sites: These focus on specific industries, like Zomato for restaurants or Angie's List for home services. Reviews here might delve deeper into things like food quality or service expertise. Social media: Reviews on platforms like Facebook or Twitter can be more casual and focus on specific aspects of a business.

B2C online reviews are abundant, brief, and may include unverified feedback, leading to more fake reviews. In contrast, B2B reviews are fewer, more detailed, and undergo rigorous verification, significantly reducing fake reviews. B2C focuses on quantity and quick insights, whereas B2B emphasizes in-depth analysis and reliability, reflecting their purchasing processes and audience needs.

What people care about in reviews varies depending on the industry: Restaurants: Reviews might mention food taste, portion size, or ambience. Hotels: Reviews could focus on cleanliness, comfort, or location. Doctors: Reviews might discuss a doctor's bedside manner, expertise, or wait times.

We use an automated system that sends out texts (sms), and emails asking about our service and the review rate is about 70%. Leverage technology to help you with reaching back to your service customers.

Here's where the AI goas astray. "Incentivize" is the wrong word. If you incentivize reviews, the FCC considers that a paid ad and you have to label it as such. Google, Yelp, Trip Advisor (I think), and others also say incentivizing is against their policies. You can't offer gifts, cash, contest entries, or any "consideration" in exchange for a review. Need to replace "incentivize" in this article with "encourage" or "invite."

There are a few ways to encourage customers to leave reviews: Ask politely: A simple request after a purchase or service can go a long way. Make it easy: Provide links to your review profiles on different platforms. Offer incentives (optional): Some businesses offer discounts or rewards for reviews, but follow platform guidelines to avoid fake reviews.

I try to look at all online reviews the same. You take it with a grain of salt. Most companies can't make everybody happy and in those situations I feel that most customers realize that and they sense that you're a legitimate company.

Don't shy away from negative reviews! Here's how to handle them: Respond professionally: Acknowledge the feedback and apologize for any inconvenience. Offer solutions: If possible, try to resolve the issue mentioned in the review. Positive reviews: Thank customers for their kind words and highlight them!

Analytics, the use of different analytics to show market trends in your reviews can change decisions on where your company goes.