LEARN MORE POSITIVE REVIEWS AND REVENUE WITH 5-STAR CUSTOMER SERVICE ONLINE.
Popular brands invest a lot of time and effort to maintain their reputations. With the rise of social media and the internet, this task is even more important than it was a decade ago. In seconds, customers can leave reviews on sites like Facebook, Google, and Yelp, and tweet their opinions. Here are seven effective online review management tips to help you protect your brand’s online reputation:
1. BE AUTHENTIC
When dealing with unhappy customers, consider your voice when responding to their concerns. Corporate-sounding responses often sound scripted and lead customers to believe that your brand doesn’t care.
2. GET PERSONAL
Don’t cut corners. Your customers will notice if you copy and paste the same language in each response. To make your responses more personal and ensure your customer feels heard, be sure to include the customer’s name at the beginning of the response and take the time to address their specific concerns.
3. COMBAT NEGATIVE REVIEWS
Acknowledge and thank users for positive comments but even more imperatively, respond to negative reviews. This demonstrates your commitment to customer satisfaction and not just the bottom line. Be honest with your customers and promise to make corrections, or provide an offer to show you recognize where your service may have fallen short.
4. SUPPORT WITH SOCIAL MEDIA
The rise of social media has brought forth many online review support offerings on popular platforms like Facebook and Twitter. While it may not seem like a tweet or Facebook post is a true “review,” think of it as such. This content can be shared even more rapidly than regular reviews, thanks to instant sharing via click or retweet. Respond to these comments in a timely manner to make things right. Certain brands have dedicated social media accounts for customer concerns and offer 24/7 responses.
5. ENCOURAGE POSITIVE REVIEWS
Did a customer leave praise on social media about a product or service you provide? Ask them to share their experience in a formal review as a helpful way to manage your online reputation. Include easy-to-find links or a dedicated page on your website for customers to leave their comments. Feel free to offer incentives, like coupons and exclusive offers, to your brand advocates for sharing about their experiences as well.
6. BE COURTEOUS
It’s crucial to be courteous when communicating with unhappy customers. You likely aren’t the reason why they’re upset, but since you’re on the frontline, you may receive the brunt of their frustrations. Be aware of the tone in your writing, as it can very easily be misconstrued. While using smiley faces in responses may be overkill, it doesn’t hurt to use kind words to show compassion and care.
7. MONITOR REGULARLY & RESPOND QUICKLY
Make it a habit to check for reviews and comments on your website and social media networks daily. The sooner you can respond to a customer’s questions and concerns, the better. Responding to reviews quickly also shows customers that you are attentive. Showing this side of your brand is just as important for future customers to see.
Online review management can be a beneficial addition to your holistic digital marketing strategy. Mastering it may take some time, but the boost in customer satisfaction, loyalty, and to your bottom line make it worth the effort. Remember to professionally represent your brand across all platforms whenever responding to customer feedback, as you never know whose eyes could land on your response.
Are you ready to take the next step toward keeping your brand’s reputation intact? Contact our team of digital marketing experts to develop an online review management strategy today.