In the age of customer testimonials and electronic word-of-mouth, how can a strong join shape its online credibility? There are standard solution recovery techniques, such as providing advantages and discounts to dissatisfied clients. Several supervisors have likewise begun publicly reacting to consumer reviews as a way to apologize as well as detail steps the firm has actually required to stay clear of future service failures. Testimonial platforms assert that replying to reviews is great practice, and also even give standards for responding. But does it improve a firm’s online credibility?
Why Reply to a Positive and Negative Reviews?
A good or bad reputation can mean the difference between a business thriving and expanding, or closing their doors for good. Digitally, a business’s name is commonly controlled by customers exploitation online review platforms like Yelp, Google and BBB to explain the standard of their business publically — sensible, bad, and downright ugly.
Online reviews can be easily monitored and managed, superpower businesses owners can put to good use by responding in a timely and effective manner.
And while we’re on the topic of negative reviews, it’s true – the negative reviews often get this most attention. If you have more than one child, do you spend all your time cracking down on the cranky, ornery child? Clearly no! Positive reinforcement is something we all look for (subconsciously) because it does exactly what it says! It reinforces — positively.
It’s not only important to respond to positive reviews (to thank customers for taking the time to review your business) it’s an actionable marketing tactic that can often go unnoticed. One thing that responding to positive reviews does? It encourages others to review your business.
With 92% of consumers reading reviews online, businesses can’t afford to sit on the sidelines. An effective response will help ensure that a happy first-time customer becomes a regular, and 70% of complaining customers will come back if you resolve the complaint in their favor.
How to respond to Positive reviews?
True story: it’s simple. Thank the customer, name drop, promote and tell the customer what to do!
Say thank you and be specific: No one would let a compliment pass them by in real life. Apply that same principle to a review response! And make sure to reiterate your customer’s compliment. This lets the customer know that a real person took time out of their day to acknowledge them, and that feels good.
Use the business name and keywords: Don’t miss out on the opportunity to drive your business up in search results—positive reviews work wonders in search. Referring to your business name, location and category (restaurant, coffee shop, hotel, etc.) help index that reviews online.
Give your customer a task: Not as scary as it sounds. Invite them to try something different the next time they visit or bring a friend!
How to respond to negative reviews?
Every so often, companies make mistakes that leave their clients dissatisfied: a dining establishment loses an order, a hotel’s a/c breaks down, or a dry cleaner damages a garment. With increasing frequency, let down clients share these negative experiences by composing on-line testimonials, and also many possible customers take these reviews into account when choosing regarding which firms to regular. As a result of this, even little solution failings can have a long-term adverse influence on a company’s track record– as well as monetary performance.
Apologize and sympathize: The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your customer’s experience go a long way.
Promote : So the famous crab cakes weren’t up to par the day this particular customer visited. If they’re what you are known for, why not reiterate that? “Our crab cakes are usually a hit, we’re sorry to hear that they weren’t up to par when you visited!”
Move the conversation offline: Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.
Keep it simple: Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.
And don’t ignore negative reviews. Have you seen, How to Flag false Online Reviews on Google, Facebook, and Yelp?
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