Online reviews have become the new currency of trust, with Harvard Business School research showing a one-star Yelp rating increase can boost revenue by 5-9%. This direct impact on the bottom line makes reputation management essential for business survival and growth in today's digital marketplace.
• Reviews significantly impact both customer perception and search engine rankings
• Managing reviews across multiple platforms manually is overwhelming for most businesses
• Negative feedback left unaddressed can cause lasting damage to a company's reputation
• Proactive systems like Pinnacle automate the review request process at optimal moments
• Integrated solutions consolidate reviews from various platforms into a single dashboard
• Smart automation captures negative feedback privately while encouraging positive public reviews
• Consistent review management creates a positive feedback loop that drives business growth
• Well-managed online reputation gives businesses control of their narrative and competitive advantage
Consider how much you rely on reviews when making decisions and what it takes for a business to earn and maintain your trust online.
Discover how Pinnacle Ai can revolutionize your business operations. Our AI-driven CRM is designed to eliminate inefficiencies, automate tasks, and empower entrepreneurs to focus on growth and innovation. Visit https://getpinnacle.ai to learn more and unlock the full potential of your business today.
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Episode Transcript
Okay, think about this for a second.
How do you choose, say, a newrestaurant or maybe find a
plumber?
For most of us, right checkingonline reviews is just standard
practice now it's automatic.
But what does that look likefrom the other side For the
business?
Today we're really gonna getinto that the whole world of
online reviews, why they matterso much, what makes managing
(00:21):
them such a headache forbusinesses and maybe a smarter
way to handle it all.
Because, honestly, onlinereputation it isn't just a nice
to have anymore can literallydecide if a business sinks or
swims.
We want to explore how they canactually shape that story.
But first, what happens whenjust keeping up with those
reviews feels like well, way toomuch?
Speaker 2 (00:39):
It's a great starting point Because you're Potential
customers are looking always andwhat's really fascinating, I
think, is how much trust itselfhas become the the real currency
online.
It's not just about yourservice quality anymore, it's
what everyone else says about it.
You know, I saw this study atHarvard Business School.
I think showing a one star Yelprating bump could mean like a
(01:02):
five to 9% revenue increase.
That's serious money, directimpact and lots of businesses
well, they still underestimatethat link.
Speaker 1 (01:11):
I feel yeah, 5% to 9% .
That definitely makes ittangible, doesn't it?
Not just some vague reputationthing?
Speaker 2 (01:16):
Yeah, yeah.
Speaker 1 (01:17):
But okay, let's get real about the challenges,
Because knowing reviews matteris one thing.
Actually doing something aboutit that feels like a whole
different ballgame for mostbusinesses.
Speaker 2 (01:25):
Oh, absolutely.
The first hurdle is often justasking.
You know it feels awkward.
You've just done a great job,provided a service and now you
have to kind of pitch them for areview.
It can mess with that naturalcustomer interaction.
Plus, when is the right time toeven ask?
It's tricky.
Speaker 1 (01:40):
Right, and then, assuming you get reviews, what
next?
Responding to them all?
You need to be professional,quick, whether the flip side,
you could be the best businessin town, but if you have hardly
any recent reviews, you mightlook unproven or, worse, closed.
Speaker 2 (02:11):
People need that social proof.
They really do.
No reviews can be almost as badas negative ones sometimes.
Speaker 1 (02:16):
That's so true.
And it's not just about howpeople feel when they see the
reviews right.
There's a technical side tooOnline reviews.
They played a huge role insearch rankings, especially
local search.
Google doesn't just look at theoverall star rating.
It loves recent reviews,regular reviews.
So a business with, say, fewerreviews, but they're fresh and
(02:37):
coming in steadily.
They could actually rank higherthan someone with more stars,
but they're all old.
It's about keeping thatconversation going.
So ignoring reviews it doesn'tjust cost you customers directly
, it can make you invisibleonline.
Speaker 2 (02:49):
That's a really crucial point.
A lot of businesses they gettrapped reacting or maybe worse,
they just kind of let it slide.
Benign neglect, you could callit.
They know it's important, butyou've got Google, yelp,
facebook make industry sites.
It just feels overwhelming liketrying to plug leaks in a dozen
dams at once.
So they ignore it and thatquiet cost.
It adds up fast, especially ifcompetitors are managing their
(03:11):
reputation well, they just pullahead.
Speaker 1 (03:13):
OK, so we see the problem High stakes, lots of
hurdles, the old way, doing itmanually, it's just not cutting
it.
Ignoring it is risky.
So what's the alternative?
How do businesses actually getahead of this without getting
completely swamped?
This is where, you know, a morestreamlined, proactive solution
comes into play, something likePinnacle, for instance.
Speaker 2 (03:34):
Right.
This is where we see a shift.
Instead of juggling differenttools or logging into five
different websites every day,businesses need something
unified.
The idea is to move fromplaying defense damage control
to playing offense, activelybuilding and using that online
story.
Speaker 1 (03:51):
Exactly.
Pinnacle tries to make itsimple, proactive and it's smart
about it too.
Like it can automatically sendout a friendly review request
text or email right after aservice or purchase Takes the
awkwardness out of it for theowner.
But it's also about the timing.
I've read that the best chanceto get a review is like right
after that positive experienceminutes, not days later.
The system kind of taps intothat peak happiness moment,
(04:12):
which is pretty clever actually,and that's a key difference,
isn't it?
Speaker 2 (04:15):
It's not just automating, it's smart
automation.
Then, beyond just asking, itpulls all those reviews from
Google, facebook, wherever intoone place, one dashboard.
So the business owner seeseverything Good, bad, okay and
they can reply right from there.
No more logging in and outconstantly.
That alone saves so much time.
Speaker 1 (04:35):
Yeah, making it easy for the customer, easy for the
business.
That makes sense.
And Pinnacle keeps track too.
Right Monitors ratings, letsyou know when new feedback pops
up, so you're always in the loop, can jump on things quickly,
plus being able to manage it allfrom an app.
That's pretty handy for someonerunning around all day, always
connected to their reputation.
Speaker 2 (04:52):
It really shows how something like this changes the
game.
You go from just gettingreviews, maybe reacting to the
bad ones, to actively buildingyour online presence.
It puts the business back inthe driver's seat, turns
reputation management from achore into, well, a growth
strategy really.
Speaker 1 (05:08):
Okay, let's make this really concrete.
Can you walk us through anexample Like how would this
actually work day to day for,say, a local hair salon?
Speaker 2 (05:15):
Sure good example.
So imagine a busy salon, greatstylists, happy clients, but
getting reviews was always hitor miss, mostly miss.
Now Pinnacle connects withtheir appointment software
Client checks out, feels amazingabout their new haircut.
Boom.
A few minutes later their phonebuzzes A simple text Loved your
service today.
(05:35):
We'd love your feedback With adirect link.
It's quick, it's easy and itcatches them right when they're
feeling positive.
Speaker 1 (05:42):
And because it's so fresh in their mind, they're way
more likely to just click andleave that five-star review.
Maybe add a nice comment.
Speaker 2 (05:48):
Exactly that positive feedback loop gets strengthened
.
But here's the other side.
What if someone wasn't totallyhappy?
Maybe the color wasn't quiteright?
A small issue, instead of thatpotentially becoming a public
one-star rant later?
Pinnacle can capture thatfeedback internally.
First, the owner gets an alertinstantly.
They can then reach outprivately to that client.
(06:09):
Hey, saw your feedback, sosorry it wasn't perfect.
Let's make it right.
That can turn a potentialdetractor into someone who feels
heard, maybe even a loyalcustomer, because you handled it
well.
Speaker 1 (06:18):
Ah, so it's like a filter almost.
Speaker 2 (06:20):
Yeah.
Speaker 1 (06:20):
Address problems before they hit the public
review sites.
That's huge.
And then over time, with thissystem consistently encouraging
the good reviews and lettingthem manage the not so good ones
effectively, the salon'soverall rating just climbs and
when someone new searches salonnear me, bingo, they see all
those great recent reviews, moreclients it just fuels itself.
Speaker 2 (06:42):
Precisely Connecting it back.
You see how that consistent,managed process directly leads
to real growth, real visibility.
It's not just vanity metrics,those stars, it's about
attracting more business andbuilding loyalty because you're
proving you listen and you care.
Speaker 1 (06:57):
And it works for other types of businesses too,
right, like maybe a homeservices company, plumbers,
electricians.
Speaker 2 (07:02):
Oh, definitely Same principle Job's done, fix the
leaky faucet, install the newlight fixture.
Pinnacle sends out the requestautomatically.
Customer's happy, the job isdone, maybe impressed with the
technician.
Click review.
The company sees the feedback,replies quickly, thanks for your
business or addresses anyissues.
The system tracks it all.
(07:24):
They can literally watch theironline reputation improve and
that translates directly Fasterlead conversion.
People see that consistentproof of good work from others
and they're more likely to callthem instead of the competitor.
Speaker 1 (07:37):
It really highlights the problem with the old way,
doesn't it?
Trying to tape togetherdifferent tools, maybe a
separate CRM, a reviewmonitoring thing?
Speaker 2 (07:44):
Yeah, or just the purely manual approach, logging
into Google my Business, thenYelp, then maybe Angie or
Checkatrade.
The time it takes, the mentalenergy it just means it often
gets pushed to the side.
I'll do it later and laternever comes.
Speaker 1 (07:57):
Exactly.
It's so time consuming andbecause it's a pain, it becomes
inconsistent.
You forget, you get busy.
Speaker 2 (08:06):
It just doesn't feel sustainable, especially for
smaller teams, where everyone'swearing multiple hats already,
and that's a real danger Because, like we said, if your
competitors are activelymanaging their reviews and
you're not, you're not juststanding still, you're falling
behind, you miss out on valuablefeedback opportunities to build
loyalty and, yeah, thatcompetitive edge.
Speaker 1 (08:23):
Right, and this is where that integrated approach,
like with Pinnacle, makes such adifference.
Speaker 2 (08:27):
Yeah.
Speaker 1 (08:28):
It's not some separate thing you have to
remember to log into.
It's built into the system theymight already use for their
contacts, their communication.
Speaker 2 (08:35):
Yeah.
Speaker 1 (08:35):
It becomes part of the daily rhythm, part of the
workflow, their communication.
It becomes part of the dailyrhythm, part of the workflow,
not this extra chore loomingover you, it's just there
working.
Speaker 2 (08:47):
That integration piece is absolutely crucial.
It dramatically lowers thebarrier to actually doing
reputation managementconsistently.
When it's seamless, it's muchmore likely to happen day in,
day out, and that allowsbusinesses to stop constantly
worrying about that one negativereview popping up unexpectedly.
Instead, they're building thisongoing stream of positive,
authentic feedback proactively.
Speaker 1 (09:04):
So when a business nails this, consistently, gets
reviews, manages them well, allthrough one system, they just
naturally feel more trustworthy,more visible online as a
customer.
When you see that activity,those responses, the fresh
positive comments, it just givesyou more confidence, right and
for the business, they'refinally in control of their own
narrative online.
It creates this positivemomentum, attracts new customers
(09:27):
, keeps the current ones happyand, yeah, probably makes the
competition a bit nervous,seeing that solid reputation.
Speaker 2 (09:34):
The bigger picture here is really about how
businesses build and maintaintrust today in this digital
world.
It's shifting from reactivedamage control to proactive
engagement.
It's about using every singlecustomer touchpoint as a chance
to build that social proof, thatcredibility that fuels growth.
It's not just marketing fluff,it's fundamental to how
businesses succeed now.
Speaker 1 (09:54):
So we've really covered how vital these online
reviews are, hitting the bottomline, making businesses visible,
and how a joined-up proactivesystem like Pinnacle can make a
massive difference.
It's about building that trust,that consistent presence.
So here's something to thinkabout as you go about your day.
That online reputation.
It's always talking Whether yourun a business or you're just
choosing one.
(10:15):
What's that conversation sayingright now and how actively is
it being shaped?
Just consider how much you relyon reviews and what it really
takes for a business today toearn and keep your trust online
Something more than just theproduct itself, maybe.
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