As we have reported before (for example, 1, 2), customer reviews and comments made at social media sites can have a large impact on a company’s image and performance.
“Customer reviews have gotten more important for local businesses over the years, according to research. And that means positive reviews appear to be having a bigger effect than in the past. Based on 2015 polling from local search marketing firm BrightLocal, more than two-thirds of US internet users trust businesses more because of positive online reviews. While that’s down slightly from 2014, it still represents a significant increase over 2010 levels of trust in positive reviews. Five years ago, 45% of respondents said they either didn’t pay attention to online reviews at all, or didn’t let reviews influence them. This year, that share is down to 32%.”