Not answering Google My Business (GMB) reviews can hurt your business in several ways:
Missed opportunities for engagement: When you don't respond to reviews, you miss out on opportunities to engage with your customers and show that you value their feedback. This can result in a negative perception of your business and a missed chance to build customer loyalty.
Negative impact on reputation: When customers see that you aren't responding to reviews, they may perceive your business as uninterested or uncaring. This can lead to negative reviews and a damaged reputation.
Decreased search visibility: Google considers engagement with customers through GMB reviews as a ranking factor for local search results. When you don't respond to reviews, it signals to Google that you are not actively managing your GMB profile, potentially resulting in a lower search ranking.
Missed opportunities for improvement: Reviews, especially negative ones, can provide valuable insights into areas of your business that may need improvement. By not responding to these reviews, you miss out on an opportunity to address these issues and improve the customer experience.
Competitive disadvantage: When your competitors are actively engaging with their customers through GMB reviews and you are not, it puts you at a disadvantage. Customers may be more likely to choose a business that is responsive and engaged with their feedback.
Businesses that answer GMB reviews can benefit from increased customer engagement, higher conversion rates, improved reputation, and increased customer loyalty. It's important to actively manage and respond to reviews to show customers that you value their feedback and are committed to providing excellent service. Benefits of answering Google My Business (GMB) reviews:
89% of consumers read businesses' responses to reviews (BrightLocal).
30% of consumers say that a business responding to reviews is key when judging local businesses (BrightLocal).
Businesses that respond to more than 32% of their reviews receive 80% more conversions (Womply).
Businesses that respond to reviews have an average 0.1-star higher rating than businesses that don't (Womply).
78% of consumers who read reviews say that seeing management respond to reviews makes them believe the business cares more about them (BrightLocal).
44% of consumers say that they are more likely to visit a business if they respond to negative reviews (ReviewTrackers).
In summary, not answering GMB reviews can hurt your business by missing out on engagement opportunities, negatively impacting your reputation, decreasing search visibility, missing opportunities for improvement, and putting you at a competitive disadvantage. It's important to actively manage your GMB profile and engage with customers through reviews to build a positive reputation and improve your local SEO.