Online reviews refer to any comments that are made about your product or service by an individual or customer with no connection to your business. These reviews have an increasing influence in the enormous sphere of social media, which reaches millions, even billions, of people daily.
With customer’s feedback that is now available for customers to express their mind about your product, you can improve your services and grab the opportunity to show anything you have to satisfy a Customer’s complaint. Let them know that you appreciate their opinions — whether it’s good, or bad!
Generally, the more reviews you get the better. Interestingly, customers will not believe your reviews when they are all positive reviews as much as if they’re a mix of positive and negative. Most consumers do not believe it if they read only positive reviews and believe they are paid for, and also want to see the cons of your business as well as the pros. No business is invincible to criticism.
If consumers read negative reviews about your business, they’ll believe that they will get all the needed information from it. Positive and negative reviews that are complete and in detail can contribute to a higher conversion rate. You can reply to both positive and negative reviews which demonstrate that you’re interested in what your customers have to say and that your company values your customers’ opinions.
Online reviews cover more businesses than any other media sources ever would – including small businesses. They can help provide the kind of exposure that you might never be able to afford through the normal traditional marketing channels. Each review that is posted online by a customer is a form of advertisement for your business. Your name and product are exposed to readers and increasing their awareness of what you do and who you are.
Like other forms of social media, online review sites give you the chance to develop a closer relationship with your customers. You will get to read reviews from a range of customers, many of whom might not tell you their real opinion of your business. Through your replies, customers get to know you as an individual. In fact, some review sites (e.g. Yelp, Trustpilot) require business owners to post a clear personal photograph of themselves before they are allowed to respond to reviews. A lot of customers enjoy knowing the real person behind the business and may become more loyal to you as a result.
In today’s Internet-driven marketplaces, one of the most crucial steps your business can take is to start monitoring review sites such as Google, Yelp, Facebook, SiteJabber and TripAdvisor. If you can also have a review form on your website, that’s also a very good place to monitor for quality feedback.
Monitoring these sites will not just give you an insight of what works for your customers but also gives you the opportunity to quickly respond to any negative comments from customers. By responding to this issues, you can appease the troubled customer before a real problem arises and by so doing correct the mistake and get the review changed.
When you get an extremely upsetting review, do not rush to respond. Take a deep breath before responding and when you do respond, acknowledge that the reviewer (customer) is displeased with your service and ask the customer to contact you privately either by phone or email.
Lastly, always respond to positive reviews and comments. This response helps keep a closer relationship and encourages your customers to come back.