Last updated on January 5, 2022 The most effective sales representatives for your firm are not your corporate employees, but rather the existing buyers of your brand’s products or services. Thus, their reviews serve as an important tool for potential customers.
97% of customers use the internet to discover and learn about local businesses, and 70% of those customers definitely use online reviews to make their purchasing decisions.
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What is Online Review Management?
When safeguarding and enhancing the reputation of a company online review management is in charge of sorting, managing, and utilizing online reviews. Reviews left by experienced customers have a massive impact on the results that a company produces. A single negative review can easily bring down a company, while one positive review if utilized the right way, can boost a company’s sales as well as the brand image.
It is crucial in these times to use review sites like Yelp advertising, social media, and Google reviews.
Dealing with bad reviews
Take time to thoroughly investigate the nature of the issue shared by the customer. Consider whether or not the customer has a valid point before deciding on how to react. You need to be very cautious about how you respond to the review, along with planning a solution to the mentioned concern. Customer review guides can help you develop an understanding of how to respond in the best way possible. We have provided an example below.
A client feels that her doctor is disregarding her time by consistently being late to the appointments, and she is dissatisfied with her experience.
Review: The doctor consistently arrived 30 minutes late at every visit, this is really disappointing!
Reply: We apologize for the inconvenience, we were having some scheduling errors. However, we have taken all the necessary steps in that regard, and are certain that you will have a positive experience here in the future.
The doctor’s thoughtful answer includes a brief and honest apology.
How to Respond to Bad Reviews
Despite the fact that receiving a bad review may be a source of anxiety, you may still be able to use it to your advantage. Make sure your organization is portrayed in a positive light, by following these steps:
Reply
Be ready to act at a moment’s notice if the need arises. A company’s communication with its consumers must project the impression that each client is essential, no matter how challenging the circumstances are.
Don’t Delete
Bad brand reviews should not be removed. As an alternative to just disregarding an unfavorable review, you should actively seek out the reviewer’s contact information and arrange a meeting. Customers are more likely to trust your company if they know you’ll reply when they have a problem.
How to Increase Positive Reviews
Despite the fact that you have no control over what a consumer says about your product or service, there are a number of ways you may influence how they rate it.
Here are some tips:
Respond Proactively
If your product is excellent, your customers will thank you. Customer satisfaction is greatly enhanced when followed up with outstanding customer care. If you encourage clients to share their experiences with your company on the internet in a proactive manner, you may boost your chances of getting these reviews.
SMS
This may be used to solicit feedback from customers. Even consumers with the best of intentions may forget to provide a positive review for your business in the midst of the daily chaos, which is to be expected. An additional benefit of sending a text message to their phones with a link to a review site is that it may serve as a pleasant reminder for them of their purchase and positive experience.
Influencer Marketing
This plays an increasingly significant role in overall marketing strategy. Identify a significant individual in your field and offer to provide a free product in exchange for their honest review.
Positive feedback reviews from customers typically mention the company’s outstanding level of customer service.
An example of a good review could be:
“I had a great experience with this salon. Their service and customer dealing are outstanding. It has won my heart and made me a permanent customer.”
As a consequence of her great customer experience, the client claims to be a “lifelong customer.”
How to Respond to a Good Review
It is crucial to respond to good reviews as well. It helps you to get more of such reviews.
As a response to such motivating reviews, they should be thanked and appreciated for the effort and time they’ve taken out for the positive feedback.
Keep the response short and to the point; while using polite language and keeping the message impactful.
Managing Online Reviews Effectively
Set Alerts
An excellent tool for monitoring online reviews is Google Alerts. You’ll be able to react to all comments with this method. It allows you to receive email notifications. If you’ve set up alerts to tell you when your company’s name is mentioned, you’ll be able to see what’s been said and reply as fast as possible.
Give A Response
Always acknowledge the reviews, whether it’s a good one or bad. It is always beneficial to respond. Prospective customers can see how responsive you are to negative feedback if you respond in a professional manner. Since it is a sensible business practice, responding to positive feedback is also considered courteous, as it shows consumers that you appreciate them taking the time to share their thoughts.
Address Politely
There are many people out there who may read your comments on reviews, therefore, it is imperative that you carefully think about what you say before you publish it. Never take criticism personally and always respond in a polite and professional manner. Even a bad review might turn out well for you if you respond to it in a professional manner. Apologize for any mistakes you may have made to the reviewer and inquire as to how you may improve your service in the future.
Final Note
You may make a lot of money and acquire the trust of a large number of people online by actively and efficiently responding to the reviews, and utilizing them effectively. You can also opt to benefit from the services that NX3 Corporation offers, and have experts help you manage your reviews to stay on the top.