How COVID has changed the way consumers choose businesses online

Choosing a business online used to be simple. Customers would perform a search, select a business near them with a high ranking, and go. But since COVID, customer behaviour has become incredibly nuanced, changing the process of getting found and chosen in important ways.

We analysed our most recent consumer behaviour surveys to bring you the five biggest changes in how people are deciding where to put their money:

1. Consumers are placing more importance on local businesses’ online listings. Previously, customers would rely on recommendations from friends and family when choosing a business. However, due to the pandemic, people are now more inclined to trust online reviews and local business directories. This means that having an accurate and up-to-date online listing is crucial to attract customers.

2. Online reputation management is vital. Another key change is the emphasis on online reputation. Customers are more cautious than ever, and they want to ensure that they are choosing a trustworthy business. Online reviews, ratings, and testimonials play a significant role in their decision-making process. Businesses need to actively manage their online reputation and respond to customer feedback.

3. Mobile responsiveness is a must. As more and more people rely on their smartphones for browsing and shopping, having a mobile-friendly website is no longer optional. Customers expect websites to be optimized for mobile devices, offering a seamless user experience. If your website is not mobile responsive, you risk losing potential customers.

4. Convenient communication channels are preferred. In today’s fast-paced world, customers prefer businesses that provide quick and convenient communication options. Live chat, text messaging, and social media platforms are becoming popular ways for customers to connect with businesses. To stay competitive, it’s essential to offer multiple communication channels.

5. Local search and SEO are key. Finally, local search and SEO (Search Engine Optimisation) are more important than ever. Customers rely on search engines to find local businesses, products, and services. Optimising your website and online content for local search queries can help you appear in relevant search results and attract more customers.

To adapt to these changes and stay ahead of your competitors, consider using Podium.com.au. Podium provides a comprehensive platform that helps local businesses manage their online presence, reputation, and customer communication. With Podium, you can easily update your online listings, collect and respond to customer reviews, provide convenient communication channels, and improve your local search visibility. Book your free demo today at https://www.podium.com.au/watch-demo/.

Approximately 31% of consumers say they are more likely to look at a local business’s Google listing before visiting it than they were prior to COVID-19.

2. Consumers aren’t just looking for five stars. 68% of consumers report that they don’t trust a high review rating unless it’s backed by a high quantity of reviews, and they also consider the overall rating of the business.

With Podium.com.au, you can showcase your business’s reputation through online reviews and ratings. By integrating your Google listing with Podium.com.au, you can easily gather and manage reviews from your customers.

Want to see how it works? Watch a demo of Podium.com.au today at https://www.podium.com.au/watch-demo/ and start building trust with your customers.83% of consumers say that reviews must now be recent and relevant in order to care about them. 

3. Consumers are looking for businesses who can text. In the wake of COVID, over 40% of consumers say they’re “likely” or “very likely” to switch to a different business because they offer text messaging to communicate. 

4. Consumers are looking for validation of pandemic-friendly services. Since COVID-19, almost 50% of consumers are reading reviews to validate the accuracy of local businesses’ safety practices.  

5. Consumers are reading and relying on reviews more than ever before. Reviews now influence

4. Consumers are looking for validation of pandemic-friendly services. Since COVID-19, almost 50% of consumers are reading reviews to validate the accuracy of local businesses’ safety practices.

5. Consumers are reading and relying on reviews more than ever before. Reviews now influence.

To read more groundbreaking stats on consumer behaviour, download our full 2020 State of Online Reviews report here.