You’ll want to respond to every review if you manage your business online, whether the review comes from a customer or an unbiased review website like brianlett.com. But this is easier said than done. There are several different ways to manage online reviews. First, it can be helpful to consider hiring a professional response scribe experienced in dealing with different types of reviews. Alternatively, you can take care of responding to each review on your own. Here are a few tips to keep in mind:
Taking charge of online reviews
Nothing is worse than reading a negative review and not responding to it. It’s almost as if the reader thinks that something’s off. While some people might be more comfortable with anonymous comments, you must make sure you take the time to respond to reviews, even if they are unflattering. While it’s tempting to leave them, you can be proactive by replying to all comments promptly. Depending on the statement’s tone, you may want to create a pre-written response for those who have the time.
As the world has become more connected, the expectations of customers have also changed. Customers expect brands to respond to online reviews; if they don’t, they’ll likely jump to competitors. According to ReviewTrackers, 52% of customers expect a response within seven days. When you respond promptly, you’ll ensure that your customers will continue to feel satisfied with your products or services. So, how can you respond to online reviews? Here are some tips to get you started.
89% of consumers read company responses to online reviews.
As per a Harvard Business School study, 89% of customers read the responses to online reviews of companies. Therefore, responding promptly to online reviews can help businesses improve their brand image. It’s also important to remember that response time differs between negative and positive reviews. Therefore, reacting quickly to every review is critical to building a good reputation. Responding to each one as soon as possible is essential, so the brand is not negatively impacted.
As soon as possible, address the reviewer by name. Afterward, apologize for not meeting expectations, and let them know how to resolve the issue in the future. If possible, offer a discount, refund, perk, or invitation to contact the company. Once this is done, make sure to close with a proper conclusion. Remember: if the reviewer is unhappy, the business can’t guarantee a future sale.
Managing them
Managing online reviews is crucial to your business’s success if you own a business. Over 60% of consumers read online reviews and consider them trustworthy, meaning you must respond to all of them, positive or negative. Managing online reviews is a vital part of a business’s reputation management, as 78% of consumers consider them reliable and 59% view them as trustworthy, making them essential for protecting your brand.
In general, responding to reviews online should come before offline communication. A response to a review written by a fake customer will not inform others of the problem and may make them feel that other negative reviews are also accurate. Also, if you respond to a review that an actual customer posts, you risk provoking that person’s anger and invalidating their complaint. However, if you respond to a review, you may have a genuine issue that you can resolve offline.
Responding to online reviews generates new customers.
Responding to positive reviews is another way to benefit from customer acquisition. Not only will it create a positive brand image, but it will also broadcast a friendly image of the business. In addition, consumers will be at ease knowing that a company is dedicated to answering any concerns and queries they may have. Conversely, ignoring the negative reviews can damage your brand image and lead to a slew of lost business opportunities.
Another way to respond to negative reviews is to integrate review management into your business’s marketing strategy. Review management software allows you to monitor customer feedback across multiple sites and react quickly and effectively. It can also help you find positive reviews to use as user-generated content. Consumers say that positive reviews influence their buying decisions more than other content such as search engine results and promotional emails. That is why implementing review management software is essential for any business. This is true whether you own a health and fitness company or a furniture store.
Responding to them
While you may think that responding to online reviews is an unnecessary cost, doing so can have several benefits. It will boost your visibility on online review sites and show potential customers that you are willing to make an effort to provide a positive customer experience. Consequently, more customers will be inclined to use your business in the future. And as a bonus, you can gain a new customer! So why is it worth the effort?
First, identifying the type of reviewer is essential. Reviews generally fall into one of two categories: positive and negative. Knowing which kind of reviewer you’re dealing with will help you formulate a good response strategy. While you may not have time to respond to every negative review, it’s better to reply to those in a decent amount of detail. And you’ll need to be considerate of your audience.
Respond to negative reviews politely and publically.
When responding to a negative review, it’s best to say thank you in a public way. This shows that you have taken the time to respond to the review and are willing to address their concerns. This way, future customers will not have a similar experience. Also, you can respond to positive reviews by mentioning a new feature or offering a promotion. Remember, customer reviews are public, so you don’t want them to be ignored.
A business’s reputation is built on the prestige that it receives. Responding to negative reviews should be a part of your overall reputation management strategy, as unhappy customers want businesses to acknowledge their bad experiences and make them right. According to BrandYourself.com, over half of consumers expect companies to respond to negative reviews within a week. The worst thing to do is ignore a negative review – the best response to a negative one is to acknowledge the concern and resolve it immediately.
Positive reviews
You should respond to online reviews as a natural person, not merely a machine. By responding to each review, you demonstrate that you value your customers’ opinions and care about them. Responding to complaints will prevent negative dialogue in a public forum and show your customers that you are willing to address their concerns. Many negative reviews are genuine, so try to resolve these issues.
Even if you don’t receive many negative reviews, responding to them is a great way to improve your business’s financial performance. A single negative review will rarely affect your company’s overall performance. BrandYourself client services manager Ryan Erskine recommends a simple and direct response to any criticism. Instead of sending a generic answer, offer to deal with the problem personally.
Positive reviews encourage more positivity.
Positive reviews are valuable in that they may encourage other customers to leave positive reviews. They may even inspire new customers to try your business. However, it is equally important to respond to negative reviews. Using the correct keywords in your replies can enhance your listing’s SEO. While Google states that responses are public, overusing keywords can harm your listing. Additionally, overusing keywords may offend your patients or clients. Also, remember that you can edit your replies later if necessary.
Positive reviews also boost your business’s morale. A positive review shows customers that you’re doing something right. You could lose valuable business if you’re not replying to negative reviews. In addition, responding to positive reviews will help you cement your brand identity and form connections with customers. This is because positive reviews will increase the chances of repeat business. However, negative reviews can make you look unprofessional, which will damage your business.
Customer feedback
In addition to responding to negative feedback, businesses should also respond to positive reviews and other types of feedback. While some customer interactions can be unpleasant, they are not the norm. Negative feedback is often about a product or service, not a specific employee or company. Negative feedback can help you identify areas to improve and make it less personal. In addition, addressing positive reviews can also help you market your products and services.
If a negative review is posted about your business, be sure to respond to it quickly. In your response, address the reviewer by name, thank them for their feedback, and offer to discuss the matter further. For positive reviews, thank the customer personally for their time and consider offering incentives for future purchases. If a negative review is posted about a product, remember that consumers are human and look for genuine, sincere responses.
Reminder – Please always respond to reviews, good or bad.
Regardless of the source, it is essential to respond to all reviews, whether bad or positive. It’s never a good idea to ignore negative feedback, but it’s a valuable tool for improving customer satisfaction. Disgruntled customers or competitors often post negative reviews. If you have received a negative review, respond to it promptly with a polite response acknowledging the customer’s concerns.
Responding to negative reviews is important because it shows that you value your customers’ opinions and are eager to meet their needs. A positive review can boost your sales and increase your overall reputation. If you’re responding to a negative review, take the time to acknowledge the review and validate it. It will make the person feel appreciated and respected. And a positive review will encourage more people to share their thoughts about your brand.
