Online customer reviews can be beneficial for any business irrespective of its size or nature. Coming from customers who have already used your service, these reviews help you earn the trust of your existing customers while attracting new customers.
As per research about 50% American consumers are likely to visit a business if they happen to read positive online reviews about it. Yet there are many small businesses that don’t put in efforts to track or manage such reviews. They are so focused on their day-to-day operations that they fail to see how negative reviews can cripple their business, until it is too late.
Managing online customer reviews is not all about responding to negative reviews; it has also to do with promoting positive reviews. Here are 4 tips that can help you manage your online customer reviews efficiently:
See what your customers are saying
Unless you track the customer reviews as and when they are posted on the web, it can be very difficult to manage them. While most review websites send you an email notification whenever any new reviews are posted, not all do. To monitor such review websites you could make use of Google Alerts, which is a free service, to monitor review websites. Alternatively you could subscribe to one of those reputation management services that help you monitor each and every mention made of your company across the web.
Encourage your customers to post reviews
Unless you specifically ask your satisfied customers to post reviews, they are not going to do so. If you find it difficult to ask each and every customer, you could sign up for one of the online services that automatically email your customers, requesting them to submit their reviews. You have no idea what a dramatic difference this can make to the number of positive reviews you can get online.
Make your reviews visible
You have to make sure the reviews you get are displayed prominently on your website as well as your social media pages. You could create a separate web page to list your reviews and update them automatically. Make sure this page is directly linked to the business profiles that you have created on the review sites. You should also include the links to your reviews in the newsletters or promotional emails that you send to your customers and prospects.
Make sure your responses are prompt, appropriate, and personalised
While you need to acknowledge positive reviews you should also respond to the negative ones without any delay. You can designate a person to manage your online customer reviews and have a policy to respond to negative reviews. Negative reviews are best addressed through private messages, if you are able to determine the identity and contact details of the reviewer. Make it a point to understand their concern, acknowledge their dissatisfaction, and explain the way you plan to resolve the complaint. You can give them a discount coupon, a free service, or even a complete refund of the amount that they have spent on purchasing your product or service. Once you have resolved the issue, if the customer doesn’t delete the negative review, post a thoughtful public response stating how you have resolved the matter.
People’s opinions matter a lot when it comes to business. If you can find a way to manage their reviews and promote your reputation there is nothing that can stop you from enjoying an edge in the market. Yellowstone Capital LLC small business experts can help you with many such tips to help you promote your business.