Complete Strangers On Google Control The Fate of Your Business

According to a study from BrightLocal, 9 out of 10, 18-34-year-olds trust online reviews as much as personal recommendations.

That means they are reading and judging your business based on the opinions of complete strangers (not their friends and family) who leave reviews on sites like Yelp, Facebook, Google My Business and TripAdvisor.

If you are looking to attract business from them, reply to your ratings and reviews.

If you aren't thanking YOUR customers who leave positive ratings and reviews or rectifying the experiences that caused YOUR CUSTOMERS to leave YOUR BUSINESS a negative review, you are letting them inform new customers what to expect from your business.

A business that's crushing their customer success IN STORE is applying the same care and concern they would with customers ONLINE.

In 2019, the customer journey starts with a search online that leads to an in store transaction.

Customer service does not end when they walk out, it continues when the business gives a signal to customers that online reviews matter to them. They do this, in part, by replying to all of the reviews they earn from their customers.

Managing your #OnlineReputation has incredible positive effects on every part of your customers journey.

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BURGER: White Mana, Jersey City, NJ.