Wed Sep 25 09:00:33 UTC 2024: ## Local Businesses: Customer Service is Key to Winning Reviews and Ranking Higher in Search

A new study from GatherUp, analyzing 23,000 locations, reveals a crucial connection between customer service and online reputation. Businesses that prioritize providing exceptional customer experiences are not only attracting more positive reviews but also boosting their local SEO ranking.

The report highlights three key takeaways for local businesses:

**1. Actively Request Reviews:** Businesses that ask customers for reviews see, on average, 122 reviews per location compared to just 53 for those who don’t.

**2. Utilize a Multi-Channel Approach:** A combination of email and SMS review requests proves most effective, generating 26 reviews per 100 requests, compared to 15 for email-only and 20 for SMS-only approaches.

**3. Invest in Reputation Management Software:** Businesses that invest in reputation management software experience a 50% higher Net Promoter Score (NPS) than their peers, demonstrating the impact of proactive customer engagement.

These findings underscore the critical role of customer service in building a strong online reputation.

“The data indicates that this powerful user-generated content (UGC) in the form of reviews actually belongs in the customer service/customer experience department of your operations,” states Miriam Ellis, a leading expert in local SEO. “Your local business has to invest maximum resources into providing the best customer service in town if you want your reputation to deliver optimum profits.”

The study emphasizes the importance of customer service in influencing key local search ranking factors such as review volume, star rating, and NPS. These factors are directly linked to a business’s visibility in Google’s Local Packs, Maps, and local finders.

By prioritizing customer experiences and actively soliciting feedback, local businesses can build a positive online reputation, attract new customers, and ultimately achieve higher rankings in search results.

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