Google is a search engine that works with billions of different web pages. They rank them according to their relevance in response to user queries. One of the key aspects of Google is its customer reviews function. This functionallowsusers to leave comments and ratings on the companies, products, or services they have used. Reviews are displayed in internet search results, helping other users make decisions when looking for information about a specific company or product.
Working within the platform Google Maps, this system is based on a rating scale ranging from 1 to 5 stars. Reviews and responses to reviews are just as visible on Google Maps as they are on a Google search directly.
Google reviews are popular and very valuable to consumers looking for reliable information about a particular place. These reviews play a crucial role in the decision-making of future customers.
Through this system, Google reviews promote transparency, trust, and the establishment of a community of users who want to share their experiences for the benefit of all.
Companies have the possibility to respond to their customer reviews in order to be able to interact with their customers and manage their e-reputation.
Google My Business is a tool made available by Google for companies that have a page on their platform. This tool allows them to easily interact with their customers. Thanks to Google My Business, businesses can respond to comments left by their customers directly on their business page. The tool offered by Google allows them to take into account the feedback and concerns of their customers quickly.
Many user with a google account may publish customer reviews of establishments such as restaurants, hotels, shops, and many other sectors. Everyone can share their opinion and experience, whether positive or negative. Sharing your opinion can help other people make decisions when looking for products or services. Customer reviews are often much more consulted than the company's website. However, it is essential to respect the rules of the platform by avoiding offensive, misleading, or fraudulent content. If so, you have the option to delete the review from the issuer.
How to post a review on Google?
To post a review on Google, follow these steps:
Step 1. Log in to your Google account:
Make sure you're signed in to your Google Account and, if you have more than one, the desired Google Account. If you don't have an account, you will need to create one.
Step 2. Find the company:
Enter the name of the business you want to review into the Google search bar. For example, here we typed “SoLike” in the Google search bar.
Step 3. Access the business listing:
Click the business in the search results to go to their Google My Business listing. This is where you find the results of Google Maps with the different companies and their customer reviews.
Step 4. Write the review:
On the company page, look for the "Reviews" tab and click on it. You will have an overall overview of the company's reviews and the average rating on the number of customer reviews.
Step 5. Rate:
Stars will allow you to assign a rating to the company. Select the number of stars corresponding to your experience (1 star being the lowest and 5 stars the highest).
Step 6. Write your review:
Next, write your review explaining your experience with the company. Be honest, clear, and specific, but be careful not to use abusive, offensive, or misleading language or you risk having your review deleted. You can also add photos if you wish.
Step 7. Preview and Submit:
Before submitting your review, you can preview it to make sure it meets your expectations. Once satisfied, click the "Publish" button.
Step 8. Your review is now live:
Congratulations ! Your review will be visible to other users viewing the company listing. You receive an email in your Gmail box and can view your other posted reviews.
It is important to leave constructive and objective opinions to help other users take decisions. But also to allow the company to understand your satisfaction or dissatisfaction. Avoid offensive or inappropriate language, as this may violate Google policies and may result in your review being removed.
Please note that companies have the option of responding to reviews, including negative reviews, in order to solve any problem encountered by the customer. It may also be useful for other users who read reviews.
What impact do reviews have on a company's online reputation?
These days, consumers are increasingly inclined to seek out reviews and testimonials before making a purchase or engaging with a brand. Customer reviews are even generally consulted BEFORE your website.
Positive reviews build the credibility of the business as well as the trust of future customers, which can lead to a sales increase and some brand loyalty.
However, negative reviews can devastate a business's reputation, discouraging potential customers from buying or going to that business and leading to lower revenue.
Businesses need to actively manage their online presence, respond to feedback in a professional manner, resolve issues with dissatisfied customers, and highlight positive feedback to maintain a positive reputation. Good review management can be a huge competitive advantage in today's digital environment.
So yes, reputation goes through online customer reviews. Here is a complete article that explains the importance of review responses to the consumer and why it impacts sales
Responding to customer reviews impacts revenue
Have you ever been told that customer reviews and responses to reviews impact a company's revenue?
Two very reliable studies have proven this.
Evidence 1 - Uberall :
The study from d’Uberall has proven that between 2 identical companies on Google My Business, the establishment that responds to at least 30% of its reviews can generate an 80% higher conversion compared to the company that does not respond 😱
Evidence 2 - Harvard Business Review :
The study from the Harvard Business Review explains that responding to his reviews leads to a “12% increase in the number of reviews received“ and that “the rating of hotels that have processed their customers' feedback would also have benefited from an increase of 0.12 stars on average. ”
Responding to customer reviews impacts both the turnover and the SEO of a company on the Web. When you commit to responding in a way proactive and constructive reviews left by your customers, this sends a positive signal to search engines.
This is how Google and other search engines value business engagement with their customers and put your business page forward.
To further improve your SEO on Google, you can write articles, but also use keywords in your responses to customer reviews. All these combined allow you to appear in the first search results on Google.
What are the different types of reviews?
THE Positive reviews:
Positive reviews are written by satisfied customers who express their appreciation for the company, product, or service consumed. They highlight the positive aspects of their experience and may mention product quality, exceptional customer service, fast delivery, etc. These positive reviews are important for the business, as they help build a good reputation on the internet and encourage other customers to leave reviews and buy.
Here is an example of a positive review on Google:
Negative reviews are left by unhappy customers who had a bad experience with the company, product, or service. They may express their dissatisfaction with the quality of the product, poor communication with customer service, delays in delivery, etc.
Negative reviews can damage a business’s online reputation and deter potential customers from doing business with it. But don't panic, negative reviews are still important. Just respond in a professional manner and offer solutions to mitigate their negative impact. It is also important to use its negative opinions to give credibility to its positive opinions. Here is an article which explains the importance of negative reviews.
Here is an example of a negative review on Google:
Neutral or mixed reviews:
Mixed reviews are customer reviews that fall between positive and negative reviews. They may be left by customers who had an average experience or weren't particularly impressed with the company or product. These reviews can influence the decisions of potential customers depending on their content and the aspects mentioned.
Respond to all your reviews in seconds? It is possible with SoLike!
A solution that responds to 100% of your reviews 5 times faster than before!
Lack of time is a factor that prevents some companies from responding to their customer reviews. Of course, time is money. But the responses to customer reviews too. SoLike is an intelligent assistant that offers you three personalized responses for each of your customer reviews, in the language of the review.
How to respond to your customer reviews in 2 clicks?
Step 2 : Our AI analyzes the sentiment expressed by the author of the review
Whether positive or negative, and then proposing three appropriate responses. This analytical capability is made possible through the use of artificial intelligence that powers the tool.
Step 3 : 3 answers are generated automatically
You just have to select the most appropriate with a single click. Managing comments will only take a few moments. According to user feedback, this solution has resulted in significant time savings, up to 24 hours per month, with an average of 12 hours.
Step 4 : Craft the review response until perfection
You can modify the suggested review reply in your language (30 languages) as well as in the review language In addition, SoLike provides you with a colossal library of 11 billion answers, thus offering a wide variety of answers.
Thanks to this solution, you can answer all your customers’ opinions without sacrificing precious hours. This gives you valuable time to focus on other important tasks and responsibilities.
"High-quality food products. I appreciate the freshness of the ingredients used in their products, which results in exceptional flavors."
"Commitment to sustainability. This agribusiness adopts eco-friendly practices, which builds my confidence in their products."
"Remarkable culinary innovation. Their unique creations have transformed our dining experience at home, allowing us to taste new flavors."
"Attentive customer service. They quickly resolved a minor issue I had with one of their products, and their response was friendly and professional."
"Options for specific diets. As someone with dietary restrictions, I appreciate their products tailored to my needs."
"Recurring quality issues. I found flaws in several of their products, affecting my trust in the brand."
"Lack of allergen information. I had an allergic reaction because the ingredients weren't properly labeled on the packaging."
"Rapid spoilage of produce. The food I purchased spoiled much faster than expected, resulting in unnecessary waste."
"Inconsistency in flavor. This food company's products seem to taste different from time to time, which is disappointing."
"Poor customer service. When I reported a problem with a product, they seemed indifferent to my concerns."
Banks and Insurance review examples on Google:
"Trusted bank. The staff is competent and helpful, and their financial products meet my needs perfectly."
"Simple insurance application process. I got coverage quickly and at competitive rates, which made the whole process stress-free."
"Exceptional customer service. When I had questions about my account, I received prompt and friendly responses from their support team."
"Flexible account management options. Their online platform is user-friendly and allows me to easily manage my finances."
"Quick responses to claims. When I had an accident, their insurance team acted quickly to process my claim."
"High bank charges. I was surprised at the amount of hidden charges associated with my bank account which diminished the value of their services."
"Lack of transparency in insurance policies. When I made a claim, they found reasons to deny coverage, which was disappointing."
"Customer service hard to reach. I had trouble getting help with any issues, and their wait times were excessive."
"Changes in terms without notice. My bank changed the interest rates on my accounts without notifying me, which impacted my savings."
"Delays in processing claims. When I had an accident it took weeks for my claim to be processed which was frustrating."
Trade and Distribution review examples on Google:
"Outstanding shopping experience. This store has a wide range of quality products, and their friendly staff are always ready to help."
"Fast and reliable delivery. I ordered online and my products arrived well packaged and on time."
"Wide selection of brands and products. This is my favorite place to shop because I always find what I'm looking for."
"Beneficial loyalty program. The rewards and discounts offered to loyal customers add extra value to my purchases."
"Convenient location. This store is strategically located making it an ideal choice for my routine shopping."
"Exceptional shopping experience. This store always exceeds my expectations when it comes to service and products. The atmosphere is welcoming, and their team is always ready to help. I particularly appreciate their carefully chosen selection of high-end products. Each visit is a pleasant experience, and I am always delighted to discover new finds on their shelves. Their commitment to customer satisfaction and quality is reflected in every detail, from the elegant product presentations to the friendliness of the staff. the kind of place I can count on for a rewarding shopping experience every time I go."
"Poor customer service. I encountered unhelpful and uninformed employees who seemed disinterested in my questions."
"Product quality issues. Many times I have purchased items that turned out to be faulty or broken shortly after purchase."
"Recurring billing errors. I was wrongly billed for items I didn't purchase, and fixing these errors was a real headache."
"Restrictive return policy. When I tried to return a faulty product, I faced draconian hurdles and conditions."
"Supply issues. The store is often out of stock of the products I'm looking for, which makes shopping frustrating."