Trust Signals Archives - Shep Hyken | Customer Service Expert

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

Why are customer reviews important for SEO and lead generation?
What is the difference between customer surveys and online reviews?
How do positive online reviews impact customer price sensitivity?
How can businesses use negative reviews to improve their brand reputation?
What is the best way to get more Google reviews ethically?

Top Takeaways:

Google reviews have evolved from a nice-to-have to one of the main factors that customers consider in their decision-making process. In today’s competitive environment, businesses with the most reviews and the highest ratings attract the most clients.

While both surveys and online reviews offer customer feedback, reviews deliver additional value because they are public and influence a brand’s reputation. Surveys provide private insights to the business, but reviews contribute directly to marketing by enhancing trust and credibility online.

Online reviews are especially valuable for local businesses whose reputation is their brand. Positive reviews can be the deciding factor when customers compare options in search results.

Businesses with positive reviews online not only receive more inquiries, they also see a shift in how customers approach the business. With a strong online reputation, customers are less likely to ask about prices. They get more inquiries since most of their usual “objections,” such as value for money or quality, are already addressed by other customers’ reviews.

Negative reviews are important, too. While every business should avoid getting negative reviews, their presence is an opportunity for businesses to respond and demonstrate how they show up for customers when something goes wrong.

Building a solid reputation through reviews is a gradual process, but it offers lasting benefits. Leveraging free tools like the Google Business Profile to accumulate genuine reviews is a high-return strategy for long-term business growth.

Plus, Shep and Daniel discuss how planting a tree for every review motivates customers and benefits businesses. Tune in!

Quotes:

“Whoever’s got the most reviews and the highest rating is the one that’s going to attract the people they seek to serve.” “There’s been a shift from reviews being a non-essential marketing asset to now being a trust signal that directly affects how many leads a local business gets.” “Unlike private feedback, reviews are public, helping build trust and credibility, which attracts more customers and grows revenue.” “Reviews stay there forever, and they are attracting more of the people you seek to serve.”

About:

Daniel Vivarelli is the founder of Starloop. He created the platform in 2016 to help local businesses grow by harnessing trust, reputation, and genuine customer feedback. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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