Even for the best and brightest companies, online customer reviews can sometimes feel destined to hurt your company’s reputation.
However, reviews are actually a platform for your customer service to shine.
Sometimes that comes in the form of an excellent review because you delivered for the customer the first time. And sometimes it comes by way of responding to a negative review, and providing restorative customer engagement to mend a relationship.
Did you know? 96% of consumers that read reviews also read businesses’ responses to reviews (BrightLocal). So, let’s make the most of how you’re communicating with four key suggestions.
1. Get more reviews
Your company is needed, so why not encourage your fans to spread the word?
Your goods and services matter. Otherwise your team wouldn’t be passionate about your brand’s unique position in the marketplace and the ways it can help people. Remember, your goods and services can enhance the lives of your customers.
While you can share your brand message through your own website and social media, your credibility is enhanced by the firsthand opinions of your customers.
Since 72% of consumers will leave a review if asked (BrightLocal), it’s important to encourage your customers to complete a review after every visit. Use every channel of communication to encourage reviews: follow-up emails, texts, notes on their receipts, and giveaway incentives.
You want the masses talking about your company. The potential ripple effects of reviews are endless.
2. Respond to the negative
When the customer gives you lemons…
Poor reviews provide the resources for redemptive customer conversations.
Often times a computer screen gives a customer the courage to say what they really feel—courage they may not have when face-to-face with a manager in your office or store.
When a customer shares what he or she really feels through a negative online review, you have the opportunity to mend the relationship with that customer. You can also show other potential customers that you are serious about excellent service.
It’s important to note that 7 out of 10 consumers changed their opinion about a brand after the company replied to a review, according to Marketing Charts.
So, how should you respond to those less-than-glowing reviews? Here are some tips:
- Always remain objective: Appearing biased or not acknowledging the frustration of the customer can make your response seem one-sided.
- Be courteous and professional: A little kindness can go a long way. Stay professional and always follow your brand standards.
- Offer an opportunity for follow-up: When responding to reviews, link to a form the customer can fill out with their contact information so you can follow up with them as needed.
With these tips, you’ll be able to respond thoroughly and effectively to mitigate negative customer reviews.
(Need some examples of responses? Try these.)
3. Respond to the positive
Positive reviewers are your biggest fans. Keep the conversation going.
Many companies think review management ends after negative reviews are answered. But positive reviews should be responded to just as quickly and carefully as negative ones.
Use these simple practices in responding to your favorable reviews:
- Practice gratitude: Thank each reviewer for taking the time to share their experience. In writing a positive review, your customer is giving you a virtual high five. It’s only right to high five back!
- Stay on brand: Only use approved practices that reflect your company’s mission and brand.
- Keep responses concise, but personalized: Stay on topic and thank reviewers for their specific comments.
If you’ve been leaving your company’s positive reviews unanswered, you may be surprised at what a few apt responses could do to increase repeat customers and word-of-mouth advertising.
4. Use feedback to enhance the customer experience
Don’t stop at the response.
Review management is incredibly important for your bottom line. However, it is also important to follow up responses with actions.
Based on customer feedback, managers should be notified and training practices retooled. A review management team can ensure that you are notified about the most common concerns in your reviews, in order to enhance customer experience for the long haul.
Make the most of your customer reviews with Let Us Respond!
If you’re feeling overwhelmed with the prospect of tracking, responding to and analyzing online reviews, you’re not alone. Clients turn to Let Us Respond to take this time-consuming, detail-oriented, and crucial task off your plate.
Let Us Respond is your trustworthy resource for managing reviews with brand-approved responses. We will work closely with your team to identify and implement review solutions that are right for you and your business.
Claim a free personalized consultation for strategic insights into what customers are saying about your brand.