Now more than ever, consumers are heavily reliant on online review strategy, search results, and social media. This is the most popular way of doing research and looking into feedback about companies or organizations they’re thinking of purchasing from. It can be easy enough to simply pretend that the reviews your business gets do not exist, especially if they’re negative. However, ignoring them will do more harm than good.
Online Review Strategy
A good 95% of people do their research on the internet before making any purchases or taking advantage of any service, mainly through reading online review strategy. There are specific things that people are seeking when they look for peer reviews on products, services, or brands that they have a keen interest in. A good number of them use negative reviews as a basis for genuine feedback from authentic customers. Aside from negative reviews, they will also look into just how your business went about handling the situation and the reaction given toward a customer’s unfavorable experience.
This is why online reputation management is vital. Having a strategy for online reviews involves implementation in terms of responding to them, alongside soliciting ones with compliant strategies. This will allow for a window to gain precious insight regarding the company or organization’s brand and business in general.
Within a week of publishing their review, whether positive or negative, over half of the average consumer expects a response. However, a whopping 63% have said that they have had no response at all from a business after they gave a negative review. There is a huge impact to be had from ignoring an unfavorable review. Besides missing out on the chance to keep a customer, possible sales from potential customers will go out the window because you won’t even get a chance from them.
Internal response guidelines are an integral focus for your online response strategy, and this should always be your first step. That way, your team can have a clear framework regarding the things they cannot and can say for reviews that are either negative or positive. This will allow your responses to have a clear sense of consistency across the board.
Next, define when an issue should be escalated, and craft an overall escalation plan. It should note how to respond as well as who should be included. This will cut down the time it will take your team to appropriately respond, since the guesswork will no longer be a part of the process.
It is an unfortunate fact that some people deliberately use review sites for the sole purpose of leaving negative feedback. As the manager or owner of a business, this can be quite disheartening for you, and understandably so. Add to that the strict guidelines a good number of review sites have regarding how customers can or cannot be asked to leave reviews. It’s important to note that offering an incentive to leave a review should be avoided.
It is no surprise that potential customers are far more reliant on reviews online. These reviews are incredibly important in gaining insight into customer experience and how you can better serve your clients better. Social media management is an important part of this, as having a space to leave a review in the first place is crucial. Keeping a solid review management strategy will give your business a far more positive light than the rest.
Looking for a reputation management company you can trust? Reach out to Rephub! We can’t wait to help you take control of your online reputation.