Reviews- Manage and Answer Customers
By the numbers, reviews on Google My Business exceed Facebook in numbers
Even if your business exceeds 1,000 followers on Facebook it’s unlikely to come close to beating the number of reviews added to Google search.
Beginning August 2018 Google updated the Google My Business to allow customers to view responses from the business owner. A business responding to a review always appeared on Google search, the person leaving the review just never got an update when the business answered the review.
In managing social media for customers, Pegasus Ventures finds answering reviews helps in two ways. You show the business pays attention to customers. Prospective customers learn something about the business responding to customers.
Pegasus Ventures finds the number of malicious reviews drops when actively responding to reviews. A person choosing to act out tends not to get much joy when they see a small business regularly responds to reviews.