Google Reviews: the Pulse Point of Customer Communication

Google reviews are the pulse point of customer communication.

When researching any company, google reviews are often a customer’s first impression. This critical bit of information is an insight into the customers perception of your business, giving you a clear understanding of your customer experience. Whether searching for directions on Google Maps or looking for a company website, Google’s star rating and customer reviews are clearly listed under the company name. This free service only requires a Google account making customer contact easier than ever. The premise is simple. The star rating is based on the average review; 5 stars equals the best experience. The more stars the increased odds of gaining new customers.

The Link Between Customer Reviews and SEO

An often overlooked link exists between a customers’ Google reviews and a company’s search engine rankings. As the largest and most widely used search engine Google prides itself on delivering the most relevant results to its users. Simply put, algorithms rank companies based on positive popularity. The number and the quality of reviews affects your company rating; ie. The higher your client satisfaction scores the more visibility your company is provided.

Critical Feedback Often in Real Time

Customer feedback allows business owners the opportunity to hear directly from their clients about what is and what is not working, often in real time. As owners, fine tuning the client experience is an ever growing and changing need. Reviews give businesses one last opportunity to turn a negative guest experience into a positive one. There is a hidden advantage to this public form of dispute resolution; the chance to widen the sphere of influence through compassionate de-escalation. There is a growing movement in cultural trends of customers seeking to support companies with fair and ethical practices. An unhappy customer review handled with grace has the potential to not only shift the viewpoint of the original user, but also the reader.

A Positive Experience Builds Brand Confidence

Due to Google’s enormous brand power, it is a leading source of credible consumer information. Customer comments give users an idea of what they may experience and is often their first experience with your company.

Google reviews are one of the strongest tools in a company’s relationships with its client base. This simple, free service has the potential to add dollars to your company’s bottom line by making the user experience a more integral part of strategic business planning.