{"id":53898,"date":"2024-06-04T08:33:05","date_gmt":"2024-06-04T15:33:05","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=53898"},"modified":"2025-12-05T14:04:12","modified_gmt":"2025-12-05T22:04:12","slug":"insights-on-being-the-one-for-customers","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/insights-on-being-the-one-for-customers\/","title":{"rendered":"How to be \u201cThe One\u201d for customers: New survey reveals the secrets"},"content":{"rendered":"\n<p>Finding \u201cThe One\u201d can be difficult. Some people use an app, some wait to run into the right person, and sometimes you can find them on Google. That\u2019s right, we\u2019re not discussing the romantic \u201cOne.\u201d Instead, today, we\u2019re exploring the quest for ideal local service providers using data from a recent research survey conducted by OnePoll on behalf of Birdeye.&nbsp;Check out the full report <a href=\"https:\/\/birdeye.com\/resources\/guides\/the-one-survey-how-consumers-choose-service-providers\/\">here<\/a>. <\/p>\n\n\n\n<pre class=\"wp-block-preformatted\">According to this report, three-quarters of Americans are still looking for \u201cThe One\u201d when it comes to, for example, their realtor, hair stylist, or home contractor.&nbsp;<\/pre>\n\n\n\n<p>In this blog, we\u2019ll share some of the key findings from our research and answer some questions about how local businesses can become \u201cThe One\u201d for their customers. We\u2019ll also delve into how customers discover and fall in love with \u201cThe One\u201d service provider that\u2019s right for them.<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-key-findings-from-the-one-report-by-birdeye\" data-level=\"2\">Key findings from \u201cThe One\u201d report by Birdeye<\/a><\/li><li><a href=\"#h-how-many-consumers-have-found-the-one\" data-level=\"2\">How many consumers have found \u201cThe One?\u201d<\/a><\/li><li><a href=\"#h-the-digital-factors-in-becoming-the-one\" data-level=\"2\">The digital factors in becoming \u201cThe One&#8221;<\/a><\/li><li><a href=\"#h-word-gets-around-word-of-mouth\" data-level=\"2\">Word gets around: word of mouth<\/a><\/li><li><a href=\"#h-the-power-of-positive-reviews\" data-level=\"2\">The power of positive reviews<\/a><\/li><li><a href=\"#h-consumers-don-t-expect-perfection\" data-level=\"2\">Consumers don\u2019t expect perfection<\/a><\/li><li><a href=\"#h-breaking-up-is-hard-to-do\" data-level=\"2\">Breaking up is hard to do<\/a><\/li><li><a href=\"#h-report-methodology\" data-level=\"2\">Report methodology<\/a><\/li><li><a href=\"#h-final-thoughts-and-takeaways\" data-level=\"2\">Final thoughts and takeaways<\/a><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-key-findings-from-the-one-report-by-birdeye\">Key findings from \u201cThe One\u201d report by Birdeye<\/h2>\n\n\n\n<p><strong>Consumers are still seeking \u201cThe One\u201d<\/strong>: Very few have found their ideal service provider in even one space, and a staggering 29% haven\u2019t seen an ideal provider in any space.<\/p>\n\n\n\n<p><strong>Digital presence is key for brands to earn loyalty<\/strong>: Nearly one in five (17%) consumers won\u2019t even consider a service provider without an online presence.&nbsp;<br><br><strong>Reviews and recommendations drive enormous impact:<\/strong> The average American will read five reviews before selecting a provider and assigns more weight to positive reviews than negative ones (34% vs 15%).<\/p>\n\n\n\n<p><strong>Reviewers are often more willing to be positive than negative: <\/strong>64% of Americans will leave a positive review after a positive interaction whereas far fewer will leave a negative review on social media (10%) or Google (9%) after a negative experience.<\/p>\n\n\n\n<p><strong>Small businesses get more leeway despite higher expectations:<\/strong> While more consumers are willing to give second chances to small businesses vs national chains (55% vs 20%), 54% of them also have higher expectations for the quality of customer service from small businesses.&nbsp;<\/p>\n\n\n\n<p><strong>Breaking up is hard: <\/strong>Some consumers find it harder to break up with an ideal service provider than<strong> <\/strong>with a romantic partner (13%), while more indicate that it\u2019s just as hard (25%).&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-many-consumers-have-found-the-one\">How many consumers have found \u201cThe One?\u201d<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"815\" height=\"747\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent-who-have-found-the-One.png\" alt=\"Graph shows how many individuals have found &quot;the one&quot; across a variety of service providers. \" class=\"wp-image-53904\" title=\"Chart\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent-who-have-found-the-One.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent-who-have-found-the-One-300x275.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent-who-have-found-the-One-768x704.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent-who-have-found-the-One-810x742.png 810w\" sizes=\"(max-width: 815px) 100vw, 815px\" \/><\/figure>\n\n\n\n<p>As consumers still seek that \u201cOne\u201d ideal provider, businesses have a unique opportunity to create repeat customers and drive lasting loyalty. Our research has demonstrated that this is the case. Over the last five years, Americans have visited three different personal care providers, three health care providers, and three different home maintenance experts. Yet, 29% still haven\u2019t found their \u201cOne\u201d in any category.\u00a0<\/p>\n\n\n\n<p>Why are these numbers comparatively low? The short answer is that customers\u2019 ever-increasing demands for a <a href=\"https:\/\/birdeye.com\/blog\/ai-to-improve-customer-experience\/\">great customer experience<\/a> are not being met.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-digital-factors-in-becoming-the-one\">The digital factors in becoming \u201cThe One&#8221;<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"815\" height=\"608\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent.png\" alt=\"Details on which factors are critical to becoming &quot;The One&quot;, including that 17% of consumers are unwilling to do business with a brand lacking an online presence. \" class=\"wp-image-53905\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent-300x224.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent-768x573.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Percent-810x604.png 810w\" sizes=\"(max-width: 815px) 100vw, 815px\" \/><\/figure>\n\n\n\n<p>When you maintain a robust digital presence, not only do you give consumers a better chance of finding you, but you can also shortcut some of the uncertainty that naturally comes when searching for a new service provider. A hairstylist who highlights incredible hair transformations on social media or a realtor with hundreds of <a href=\"https:\/\/birdeye.com\/blog\/how-positive-reviews-help-realtors\/\">positive reviews<\/a> and success stories can more easily become a trusted partner.&nbsp;<\/p>\n\n\n\n<pre class=\"wp-block-preformatted\">The first step to becoming \u201cThe One\u201d is being discovered, and more often than not, this exposure happens through online searches, social media, and reviews.&nbsp;<\/pre>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-word-gets-around-word-of-mouth\">Word gets around: word of mouth<\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"815\" height=\"674\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-service-provider.png\" alt=\"\" class=\"wp-image-53907\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-service-provider.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-service-provider-300x248.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-service-provider-768x635.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-service-provider-810x670.png 810w\" sizes=\"(max-width: 815px) 100vw, 815px\" \/><\/figure>\n\n\n\n<p>While survey respondents differed in who they would ask for advice, \u201cBest Friend\u201d and \u201cNeighbor\u201d topped the list, which is a powerful indication of the value that referral programs can play in becoming \u201cThe One&#8217;\u201d for a wider audience of consumers.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-power-of-positive-reviews\">The power of positive reviews<\/h2>\n\n\n\n<p>Encourage your happy clients to refer their friends, family, and neighbors to get a leg up on growing your business and building lasting loyal relationships with your customers. Build an <a href=\"https:\/\/birdeye.com\/referrals\/\">automated referral program<\/a> to leverage this at scale.&nbsp;<\/p>\n\n\n\n<p>There is also a good reason to encourage customers to <a href=\"https:\/\/birdeye.com\/blog\/review-generation\/\">leave reviews<\/a> after a service. More than twice as many consumers prioritize positive reviews over negative ones when choosing a service provider.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"815\" height=\"264\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-positive-neg-reviews.png\" alt=\"\" class=\"wp-image-53906\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-positive-neg-reviews.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-positive-neg-reviews-300x97.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-positive-neg-reviews-768x249.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-positive-neg-reviews-810x262.png 810w\" sizes=\"(max-width: 815px) 100vw, 815px\" \/><\/figure>\n\n\n\n<p>When things go wrong, customers prefer to contact a business directly. This is why a \u201cdirect feedback\u201d option is useful to include within the review process.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-consumers-don-t-expect-perfection\">Consumers don\u2019t expect perfection<\/h2>\n\n\n\n<p>You might get things wrong, even if you are \u201cThe One\u201d for an individual customer. The good news is that one mistake won\u2019t be the end of most customer relationships. Birdeye found that 70% of consumers would give at least a second chance after a bad experience. This provides your business an opportunity to keep lines of communication open and try to make things right.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"815\" height=\"307\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Only-7_.png\" alt=\"\" class=\"wp-image-53903\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Only-7_.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Only-7_-300x113.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Only-7_-768x289.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Only-7_-810x305.png 810w\" sizes=\"(max-width: 815px) 100vw, 815px\" \/><\/figure>\n<\/div>\n\n\n<h2 class=\"wp-block-heading\">The small business expectation gap<\/h2>\n\n\n\n<p>When comparing big box stores and national brands with local service providers, the difference isn\u2019t only in scale. Consumers in our survey indicated that they felt quite differently about working with local businesses and national brands.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"815\" height=\"674\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Higher-calibre.png\" alt=\"\" class=\"wp-image-53902\" title=\"Chart\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Higher-calibre.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Higher-calibre-300x248.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Higher-calibre-768x635.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-Higher-calibre-810x670.png 810w\" sizes=\"(max-width: 815px) 100vw, 815px\" \/><\/figure>\n\n\n\n<p>The fact is, local businesses have a higher expectation of quality when compared to a large chain. This is good news for local providers trying to become \u201cThe One\u201d for their customers. They already expect you to have a higher quality. Meet those expectations and deliver a superb experience and you\u2019ll get them back in again and again. <\/p>\n\n\n\n<pre class=\"wp-block-preformatted\">The good news, however, is that even if things do go wrong, only 30% of consumers will defect right away. The rest will give you opportunities to make things right.&nbsp;<\/pre>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"815\" height=\"414\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats.png\" alt=\"\" class=\"wp-image-53909\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats-300x152.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats-768x390.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats-810x411.png 810w\" sizes=\"(max-width: 815px) 100vw, 815px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-breaking-up-is-hard-to-do\">Breaking up is hard to do<\/h2>\n\n\n\n<p>A tough breakup can be hard to weather, but some consumers will go the extra mile for a service provider they love (literally).&nbsp;<\/p>\n\n\n\n<p>Consumers are actually willing to drive an average of up to 28.6 minutes further if their preferred service provider had to change locations.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"815\" height=\"687\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats-1.png\" alt=\"\" class=\"wp-image-53908\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats-1.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats-1-300x253.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats-1-768x647.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-The-One-Blog-small-business-stats-1-810x683.png 810w\" sizes=\"(max-width: 815px) 100vw, 815px\" \/><\/figure>\n\n\n\n<p>Ending a relationship with a service provider can also be an emotional prospect.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"815\" height=\"674\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-Nail-the-first-impression_-All-about-Facebook-event-cover-photo-size-2.png\" alt=\"\" class=\"wp-image-53900\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-Nail-the-first-impression_-All-about-Facebook-event-cover-photo-size-2.png 815w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-Nail-the-first-impression_-All-about-Facebook-event-cover-photo-size-2-300x248.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-Nail-the-first-impression_-All-about-Facebook-event-cover-photo-size-2-768x635.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Internal-image1-Nail-the-first-impression_-All-about-Facebook-event-cover-photo-size-2-810x670.png 810w\" sizes=\"(max-width: 815px) 100vw, 815px\" \/><\/figure>\n\n\n\n<p>When a regular consumer has to stop working with you, there is a significant chance that one of these negative feelings is associated with the \u201cbreak up.\u201d&nbsp;<\/p>\n\n\n\n<p>Why are there such feelings when a relationship with a preferred service provider ends? Maybe because 61% of consumers reported feeling more loyalty to the person providing the service than the brand itself.&nbsp;<\/p>\n\n\n\n<p>With consumers even reporting that it is harder (13%) or just as hard (25%) to break up with a preferred local service provider than with their own significant other, there is certainly a deep personal and emotional investment in finding \u201cThe One.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-report-methodology\">Report methodology<\/h2>\n\n\n\n<p>\u201cThe One\u201d survey was a random double-opt-in study of 2,000 general population Americans. Commissioned by Birdeye, the survey took place between March 29 and April 4, 2024. Approximately ~60% of respondents identified themselves as female, ~40% as male, and less than 1% as non-binary. The survey collected answers from people belonging to all generations, from Gen Z to the Silent Generation, representing different locations within the United States.&nbsp;<\/p>\n\n\n\n<p>The survey consisted of 21 questions crafted to reach the heart of what goes into becoming \u201cThe One\u201d for local service providers.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-final-thoughts-and-takeaways\">Final thoughts and takeaways<\/h2>\n\n\n\n<p>\u201cThe One\u201d report isn&#8217;t finished providing insights. With more information on the gender, age, and industry breakdown for many of the factors discussed above, Birdeye will release a full report and industry-by-industry analysis of the collected data.&nbsp;<\/p>\n\n\n\n<pre class=\"wp-block-preformatted\">If there is one key takeaway from this report, it is that consumers are rarely locked into a specific service provider. However, the benefits of becoming \u201cThe One\u201d service provider are enormous for all parties involved.&nbsp;<\/pre>\n\n\n\n<p>Watch this space for more information in the near future.<br><br>If you\u2019re interested in learning how Birdeye can help you move the mark on your digital customer experience, <a href=\"https:\/\/birdeye.com\/blog\/review-management\/\">review management<\/a> process, social media management, or other business challenges, why not <a href=\"https:\/\/birdeye.com\/blog\/?p=53898&amp;preview=true#:~:text=800%20561%203357-,WATCH%20DEMO,-Home\">schedule a demo?<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/birdeye.com\/free-demo\/\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular.png\" alt=\"Watch demo\" class=\"wp-image-46282\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Finding \u201cThe One\u201d can be difficult. Some people use an app, some wait to run into the right person, and sometimes you can find them on Google. That\u2019s right, we\u2019re not discussing the romantic \u201cOne.\u201d Instead, today, we\u2019re exploring the quest for ideal local service providers using data from a recent research survey conducted by [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":53899,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8537],"tags":[],"class_list":["post-53898","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Being &quot;The One&quot; for customers | Birdeye<\/title>\n<meta name=\"description\" content=\"Being the one for your customers can lead to enormous value for your business. Learn how service providers can stand out from the crowd.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/53898\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to be \u201cThe One\u201d for customers: New survey reveals the secrets\" \/>\n<meta property=\"og:description\" content=\"Being the one for your customers can lead to enormous value for your business. 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