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checking customer reviews

A Quick Guide to Online Review Management

Potential customers often research services and products online before making a purchase. Studies have shown that nearly 90% of customers read online reviews before making a purchase decision.

Therefore, businesses need to manage their online reputations.

One way to do this is by promptly monitoring review sites and responding to positive and negative feedback. Here are some tips for online review management.

An Overview

The rise of online customer reviews has profoundly impacted businesses, large and small. In the past, companies could rely on word-of-mouth advertising to attract new customers.

But with the advent of online review sites like Yelp and TripAdvisor, potential customers can see firsthand what others have thought of a business before they even step foot through the door.

And research shows that these reviews can significantly impact purchasing decisions. For example, a study by Harvard Business School found that a one-star increase on Yelp led to a 5 to 9 percent increase in revenue for a typical restaurant.

This boost of a positive online review from a happy customer can be crucial for small businesses, which often operate on thin margins, but a negative online review from an unhappy customer can have the opposite effect.

The power of online customer reviews is evident. And as more and more people turn to the internet to make their purchasing decisions, businesses will need to find ways to stand out from the crowd.

Where to Search For Online Reviews?

Looking for online reviews of your business can feel like searching for a needle in a haystack. However, there are a few places you can start your search.

Review Websites

leaving rating online

Many people turn to a review site, like Yelp, TripAdvisor, or Google reviews, to find out more about a business.

These websites provide a platform for customers to share their experiences and opinions, offering social proof which can be helpful when deciding whether or not to patronize a particular establishment.

Another common source of business reviews is word-of-mouth. Talking to friends, family, or neighbours with firsthand experience with a company can give potential customers valuable insights they might not find elsewhere.

Social Media Websites

Social media is one popular platform for connecting with friends, family, and businesses. In recent years, social media websites have also become popular places to look for business reviews and details about the customer experience.

For example, when making a purchase decision, customers often want to see what others have said about a business before they commit to using its services.

As a result, many businesses now actively monitor social media sites for mentions of their company. Sometimes, businesses will even respond to negative reviews to improve customer service.

Overall, social media has changed how customers research businesses, and it is now an essential tool for any company that wants to stay competitive and have a positive online presence.

Your Options for Dealing with Online Reviews

orm concept

When it comes to online reviews, you have a few options. You can ignore them, try to dispute them, or use them to your advantage. Here are a few Do’s and Don’ts you need to follow.

Do Not Ignore Online Reviews

Even if you don’t respond, potential customers will see them. The customer sentiment in the reviews may influence their decision to do business with you. Additionally, ignoring negative reviews can make you look unprofessional and indifferent to customer feedback.

Do Not Dispute Online Reviews

Trying to dispute online reviews can be tricky. Unless you have evidence that an unhappy customer is lying or that their negative online review needs to be more accurate, it’s unlikely that you’ll be able to get the review removed. In some cases, responding to a negative review publicly can make the situation worse.

Potential customers may see that you’re constantly arguing with reviewers and decide they want to avoid doing business with a company that seems so combative from a bad review.

Do Respond to Reviews

The best option is to use online reviews to your advantage. Responding to reviews shows your concerns about customers and their experience with your business.

If you get a negative review, use it as an opportunity to show customers how you handle customer service issues. Thank the reviewer for their feedback and let them know what steps you’re taking to improve the situation. If you get a positive review, thank the reviewer and tell them how much you appreciate their support.

Do Monitor Reviews Closely

As an eCommerce business, it’s essential to keep a watchful eye on your product reviews. Not only do they provide valuable feedback and help you learn more from your customers, but they can also significantly impact your bottom line.

On the one hand, positive online reviews can help to drive sales and boost your brand awareness and reputation. However, on the other hand, negative reviews can deter potential customers and damage your brand.

Therefore, it’s essential to take a proactive approach to review management. It means monitoring reviews closely and responding quickly to any issues that arise. It also means encouraging customers to leave reviews, either through social media campaigns or by offering incentives.

By taking these steps, you can ensure that your product reviews work for you, not against you.

Do Make Negative Reviews Positive

Negative customer reviews can significantly impact a business. They can lead to decreased sales, lower rankings in search results, and reduced customer confidence. As a result, businesses must be diligent about review monitoring and take steps for online reputation repair.

Several ways to approach online reputation management include responding to negative feedback, offering incentives for positive reviews, and monitoring social media for business mentions.

By taking these steps, businesses can protect their online reputation and ensure they provide the best possible experience for their customers.

Addressing Reviews on Specific Websites

As a business owner, you know that happy customers are essential for success. One of the best ways to attract new customers is to encourage positive online reviews on a popular review platform like Yelp.

Of course, you can’t control what customers say about your business, but you can influence their opinion by responding to reviews promptly and professionally.

Thank customers for their positive feedback, and address any concerns about the customer experience. In addition, you can reach out to satisfied customers with a review request.

These simple steps can help ensure your business gets the brand awareness and positive exposure it deserves.

The Bottom Line

By taking advantage of online reviews, you can show potential customers that you’re a professional, responsive business that cares about its customers.