There is one kind of service review that you may have encountered before, you may have used it to guide your own opinions, or you may even have added your own opinions online. This is Google Reviews!
Google allows buyers and visitors to leave reviews and ratings of any business placed on Google Maps, to help other customers decide whether they should use that particular service. People tend to focus more on reviews than advertisements when making purchasing decisions. Did you know that 91% of people regularly or occasionally read online reviews, and 84% trust online reviews as much as a personal recommendation? This means they trust Google as much as they trust family and friends.
The main idea behind this new company-wide initiative is to let our customers, neighbours and visitors know that we take their feedback into account. From January 2023, here in the UK we are now responding to the Google reviews, as part of our closing-the-loop process – an initiative in which we are showing our customers, neighbours and visitors that we listen to them, and care about their opinion. It is a great way to build long-lasting relationships.
Additionally, by responding to Google Reviews we can positively influence the Google Algorithm, which decides the position of CEMEX sites (Locations) in the Google Search Engine. SEO is crucial, not only for the e-commerce industry. It is a great opportunity to reach customers in key moments of their decision-making process.
Importantly, since comments are visible to all users, the message reaches not only the author of the comment but also all our stakeholders: community members, potential clients, drivers, and employees.
Then this initiative is also a way of building the company’s image – as an organisation with a professional and personal approach to clients. The feedback from reviews will also become a source of valuable information, giving us a better understanding of what we are doing right or wrong as a business.
Learn more
In the article on the UK News download page: Google Reviews article (1187 downloads ) you can find out all about this latest CEMEX Customer Experience initiative: the introduction of responses to Google reviews regarding CEMEX.