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Reach OutA dear friend of mine, who owns a business directory company (ChristiansinBusiness.com), recently asked me to search out and write an article about God’s way for resolving conflict between businesses and their customers – particularly in light of the growing importance of online reviews. I am blessed and excited that he intends to develop a system that will honor and please God. As a business owner or customer, I hope the following encourages you to find God’s way for conflict resolution.

The Potential Impact of Online Reviews

Customer reviews and ratings have become the “word-of-mouth” for 21st Century shoppers; with two noteworthy differences: Their reach is exponentially broader and, consequently, their impact can have significantly greater impact. This is particularly true for the small business owner.

According to an article on Psychology Today, “People are more likely to choose things based on their need to avoid negative experiences, rather than their desire to get positive experiences … psychologists concluded negative experiences or the fear of them has a greater impact on people than positive experiences.”

According to USA Today, “Harvard business school research says that a one-star increase on Yelp can lead to a 9 percent increase in sales. Four out of five consumers, or 80 percent, reverse their purchase decisions based on negative online reviews.

If people remember negative reviews more than the positive ones, which one would you want your small business to be remembered for? This is an important question for both business owners and their customers – particularly when those owners and customers are brothers or sisters in Christ. Read the rest of this entry »

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