Since we know customers read business responses and tend to read the most recent reviews, staying on top of them will give you a better chance of making a good impression. When you write a response, you’re not just talking to the reviewer, but everyone who visits your page.

So whether you have 100 reviews or 50, thinking about that 90% who never leave reviews but still read them to make decisions is a smart move. You might be responding to the 1%, but you have to address the other 90% of the visitors on your page too.Īccording to Yelp, the most successful pages on Yelp aren’t the ones that have the most reviews, but the ones that have the most visitors. The other 90 percent watch, look and read without responding.”

Another 9 percent, the editors, will participate by commenting, rating or sharing the content. “The so-called 1/9/90 rule posits that on a social media network or review site, only 1 percent of users will actively create content. It gave this definition, citing writer Susan Kuchinskas: Yelp elaborated on this phenomenon on its own blog, saying the rule holds true for its platform. Why is this important? Yelp follows the 1/9/90 rule, a concept that was examined as early as 2006 by none other than Bradley Horowitz, the VP of Product for Google.

It shows potential customers that you care about customer service and are willing to address concerns.

It makes it clear you’re an engaged business with an up-to-date profile on review sites.

Responding to reviews about customer experiences serves two purposes:

Yelp business support number