One of the most important determinants of an enterprise’s success is managing customer reviews. This is especially true for small or young businesses that would thrive from the positive reviews of satisfied customers. That being said, it might be difficult for any organization to manage their reviews actively, especially if it has scaled up into multiple branches. In such cases, it is crucial to have the help of an online reputation management software.
The idea of managing hundreds and hundreds of reviews across different platforms, such as Yelp and Google, can be daunting, but the right strategies and approaches can make it easier. Not only that; they can make your business more profitable if these tactics are executed correctly, especially in tandem with online reputation management tools. Here are some of these strategies, assembled by our marketing experts:
1. Flag unjustified reviews for removal
You will likely encounter unreasonable and spiteful customers who might just take the time to write a lengthy negative review. However unjustified this review might be, it can still affect your average rating, and therefore your bottom line. Luckily, many of these platforms allow certain reviews to be flagged and removed if they are unjustified.
Review the platform’s terms of service. If you suspect a specific review violates any of these terms, flag it for removal. With the right online reputation management tools and strategies, you could remove up to 50 percent of these reviews.
2. Request reviews from your most loyal customers
You can use your Customer Relationship Management (CRM) system to request reviews, depending on the platform. This is definitely easier if you have a loyalty or rewards program for your customers.
Using the data they give you, you can analyze their loyalty to your brand—how often they visit, how much they’ve spent, and so on. The most loyal and engaged customers might be eager to give you some really good reviews.
However, it is important to remember that some platforms like Yelp prohibit business owners from requesting and rewarding positive reviews.
3. Create a standardized set of responses to ratings and reviews, whether positive or negative
This does not mean having a generic set of responses for reviews. Every response you give to a negative or positive review should make the customer feel like they were being heard and that your business is listening. Make sure to avoid sounding too corporate and formal. While this might be difficult if you are managing different locations, it is still an important priority.
When responding to negative reviews, make sure to empathize with the customer’s concerns. Do not disagree, be defensive, or combative, as this can aggravate the situation. Make sure to point them towards a possible resolution to the problem, such as a promise to do better and a hope they will give you another chance in the future. Who knows? The customer might try again or even change or remove the negative review.
Whatever industry you might serve, and whatever service or product you offer, it is vital to observe and managing online reviews. Not only can this give wonderful insights as to how you can improve your business, but it can also help your business become more appealing to future customers who have yet to make their mind up about your brand.
If you’ve been convinced of the value of managing your reviews with an online reputation management software, send us a message at Rephub. We have the right solutions for all your reputation management needs.