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How One Business Fell From 4 Stars to 1 Over Night

Whitney Aretz Posted by Whitney Aretz on August 29, 2016

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Just last week, the world’s heart broke over the disaster that hit Louisiana. Devastating floods left 60,000 homes in disrepair and an estimated $30 million in damages to-date.

But what does this tragedy have to do with online reviews? There is no other time when people come together more strongly than in times of crises. The internet, and it’s users, are on full alert.

So, when the proprietor of Kimberly Lang Vacation Rentals refused to refund an elderly Louisiana couple’s prepaid booking in light of the tragedy, people noticed. After nine years of rental management, the Fort Walton Beach business dropped from a 4-star rating on Google to a 1-star rating over night. Of the 160 Google reviews, a staggering 154 of those were 1-star in response to the property’s actions.

What does it mean for your business, and why does this matter?

Because Google has updated its map search layout to make customer reviews more prominent than ever. As an example, Google Maps only returns businesses with a 4-star rating or higher when people search for local companies over the Internet.

Also, according to a survey by Bright Local, 88% of consumers trust online reviews as much as personal recommendations from real people. Positive customer reviews may be the single most effective branding you can do for your business.

The combined voice of a few dozen people on the street can spur a rally. Rallies turn into movements. Movements into change.

Now, imagine the combined voice of 2.4 billion people. That’s the number of people who use the internet everyday from all over the world - that’s 2.4 billion marketers. And they’re affecting the success of your business. There’s no better time to manage your reviews than right now.

* Please note that Captevrix is not affiliated with the mentioned property manager. The review status was discovered by conducting our own research for another project.

Topics: SEO

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