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You don’t need formal research to show that more people are shopping online every day due to COVID-19. 

Right now, more than 25% of consumers are buying products online, and 43% of consumers say they plan on transitioning to online shopping if the coronavirus continues. With this recent transition, people are more reliant on reviews from others to help make their purchasing decisions.


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Studies show that 86% of customers read reviews on local establishments and a minimum of 10 reviews before making their decision. With this data, it’s important to make sure your online presence isn’t marked with negative reviews as they could drive away potential clients.   


A current trend revolves around people intentionally creating fake 4-star reviews to pull down a perfect 5-star rating. Four-star reviews don’t automatically appear as false, but in an abundance, they can pull the Google rating down. With a lower rating, a company will be further down the webpage and, therefore, will have trouble getting business. 


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Reviews are an integral part of many industries, including healthcare, food, hospitality, etc. However, one that is often overlooked is the wedding industry. 

Unlike a pair of sandals you can return, an individual's experience is not a purchase. The amount of refunds or sales doesn’t measure its true success.

To improve your business in the wedding industry, you must listen and adhere to your audience, and the best way to do that is through reviews. 


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When it comes to leaving reviews, “it’s not me; it’s you” is only half true. In their own ways, both parties are at fault when it comes to the downfall of the feedback loop. Reviews are important to the customer so they can express themselves and to the business so they can improve themselves. So why aren’t reviews provided more often? What causes these invisible barriers? 


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Encouraging, collecting, and sometimes requesting reviews from your patrons is a regular part of the business, but is it actually hurting your business? According to Yelp, it could be.

Old habits die hard, and one of those habits is asking customers to leave reviews online for our business. Unfortunately, this winds up only being mentioned to happy customers and not so often toward upset customers. This is perfectly natural for obvious reasons. But unfortunately, this leads to biased reviews and can leave a significant gap in your feedback. This is important not just for growing your business based on constructive criticism but also for customers to get a full view of how your company operates.

To the surprise of some, the businesses that do the best on Yelp aren’t the ones who solely target happy customers or have strictly positive reviews but the companies that provide high-quality care across the board, without consideration for who is the most satisfied or most likely to leave favorable reviews. 

Seems sort of obvious now, doesn’t it? But how do we go about breaking the habit of how we request reviews now that we know this?

  1. Request reviews from everyone equally, not just the clearly positive experiences. This takes time and repetition but gets easier over time.
  2. Remove the request from mailing items that go out to subscribers. This applies to both web and mail. Instead, use a tool like ReviewMaxer that follows up with customers that have actually been in your store recently.
  3. Stop running competitions for staff members that encourage the collection of reviews. This ends up more often than not feeling like an aggressive pursuit of the customer who just wants to shop.
  4. When reviews are mentioned, do not say “sharing your positive experience with us.” Customers should feel empowered to leave any review, good or bad.
  5. Avoid offering rewards for completion of reviews, whether it be free food, shirts, or event tickets. Offering money in exchange for reviews is not only unethical but may be illegal in certain circumstances.

To ensure the best shot at the best looking review collection, treat all of your customers as if they could be the key to the next favorable review. Empower customers to share their opinions, good or bad, without asking them to leave a review for you. Provide a quality and memorable experience for each customer, and the reviews will come in.


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Bad reviews are bound to happen, and they don’t have to keep you down. With a few simple actions, you can turn bad reviews around to work for you rather than against you. Here are six ways to survive those negative reviews.


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