06 Jul How to Manage Your Online Reviews
These days, there are a whole lot of places on the Internet where customers can submit reviews for companies: Yelp, Google Places, Citysearch, and more. Good or bad, these reviews can offer a fantastic insight into the minds of your customers. Positive reviews in particular can help to bring in new customers.
Unfortunately, you’re always going to have some customers that feel they need to complain about what they perceive as subpar service, and they’re likely going to take to these review sites to do exactly that. The best way to deal with this is to immediately respond to these negative reviews, just as you promote the positive ones.
Here are some ways that you can successfully manage your online reviews:
Pay attention! What your customers are saying is extremely important. Chances are, their words represent the views of other customers, as well. You can monitor different review sites by using a free program such as Google Alerts, or simply get email notifications from review sites whenever a new review is posted. But the fact is, you need to consistently pay attention to these review sites in order to capitalize on their value.
Get as many reviews as possible. A lot of customers don’t even think about going online and submitting reviews. Encourage your customers to submit a review after they purchase a product, or if they come on to your website. If you simply ask them to make reviews, they will be much more likely to do it.
Promote! Be sure that you link to reviews on your website, blog, or social media pages. One easy way to do this could be to create an entirely different web page that contains a comprehensive list of all of your reviews from different sites. People want an easy way to access what others are saying about your business. Studies show that customer reviews are one of the biggest influences on whether a person will buy from your business.
Make appropriate and timely responses. When someone submits a negative review, be sure to contact that person quickly (and privately if possible) and see how you can make up for their bad experience. Politely invite them back to your business and even offer them free products or discounts. If nothing else, you’ll at least get an understanding of what your business did wrong and how you can improve. Also, feel free to thank people for their positive reviews as well. This makes the customers feel like their business is appreciated. But no matter who you’re responding to, the most important tip is to make your response personal. People don’t want to feel like they’re talking to a robot!
Managing your online reviews can help your business to achieve new levels of success and attract a wide variety of new customers. If you have any further questions about managing your reviews, feel free to contact us at Engelbrecht Advertising!