Positive online reviews can bolster your company’s reputation, but they can destroy it if negative reviews aren’t managed correctly. This article will cover some of the basics of managing reviews. We’ll also discuss how to monitor and respond to customer reviews in real-time. And finally, we’ll discuss how to build a review management plan. To get the most out of online reviews, you need to research and identify terms that your potential customers use to evaluate and decide between products or services.
Positive online reviews confirm your company’s authority.
In an age where new companies appear daily, you must establish your authority online through positive reviews. Consumers want to be confident about spending their money, so having positive reviews increases the likelihood of a customer choosing your company. Studies have shown that 77% of consumers are willing to post reviews if you ask them to do so. It is important to note that consumers will not choose a business with less than four stars, but a positive review will increase the chances of the consumer choosing your company.
If potential customers can’t find information on your company, they may bail out and seek other businesses. If a potential customer can’t find reviews, they may think your company is new or an Internet scheme and that it won’t have a significant impact on them. A positive review, however, can reassure potential customers that you are an authentic business. After all, they’re probably searching for information about the company.
Besides confirming your company’s authority, a positive review can benefit businesses. They act like micro-marketing campaigns that keep working even after they’re published. These reviews create ongoing brand awareness and encourage new customers to submit feedback. A good review on Google can even affect the cost-efficiency of your business. If you have a positive review, people are more likely to trust you, which can affect the amount of money your company receives from consumers.
Negative online reviews can tear down a company’s reputation.
While reputation management has evolved over the years, the principle of managing reputation has remained the same. In the past, customers would contact the business or visit the site to voice their concerns. These days, negative online reviews can taint reputations in a matter of minutes. To combat this problem, keeping tabs on the proper social media channels, responding to any negative reviews, and encouraging happy customers to leave a review is essential.
One of the best ways to combat negative online reviews is to contact the reviewers. Most review platforms will let you flag negative reviews for removal. Likewise, you can file takedown requests to get false reviews removed. You may even want to contact the reviewer directly if the study seems reasonable. But remember that it can be hard to remove a review if it is based on a genuine issue. Besides, it may sound like a good idea to contact the unhappy customer directly and discuss the problem in person.
One way to combat negative online reviews is by gathering more positive reviews. The more positive reviews you receive, the more likely the people will be to visit your site and try your business. This way, you can use the feedback to improve customer service and your products. If you find an unhappy reviewer, follow up with him or her to find out what happened. If possible, ensure the issue was resolved or the customer was satisfied with the outcome.
Respond to negative reviews promptly and politely. A well-written response can do a negative review into a positive one. It shows that you care about your consumers and potential consumers. Moreover, a simple reply can change a negative review into a positive one in as many as 33% of cases. When responding to negative reviews, it is essential to be sincere and genuine.
Monitoring and responding to customer reviews in real time
You need to take a strategic approach to customer review management. This involves monitoring all online reviews for a given brand, responding to any comments, and making the necessary changes to your business. Customer reviews are usually the first outlet of feedback for a business, and responding to them in real-time confirms your authority and genuine interest in the customer’s feedback. More than half of consumers expect a company to respond to a review within seven days, and ignoring it can increase customer churn by up to 15%.
Fortunately, some solutions can make monitoring reviews easier. For example, tools like Moz Local can keep track of new studies on significant platforms, reducing your workload and enabling faster response times. These platforms are essential for local businesses, and the tools provided by Moz Local can help you get a handle on them. They can also help you track your business’s reputation, improve customer service, and improve your revenue.
Building a review management plan
Negative reviews can shatter the foundation of brand trust and revenue streams. Failing to manage online reviews can quickly snowball into a reputation management crisis that threatens the survival of your business. For this reason, building a review management plan is essential. This process ensures your brand integrity is protected and your customer experience is positively impacted. Here are some crucial aspects of review management that should be included in your plan.