Now, more and more, consumers are trusting online reviews from perfect strangers. If you’re a business owner selling products or services, it’s almost certain that potential customers will be consulting online reviews before purchasing from you. Your online business reputation represents your brand. Brand management is dependent on successful reputation management.
Global Marketing Solutions recommends implementing the tactics below in order to make the most of your online reviews, as well as improving your reputation:
- Show your audience that you are attentive and receptive to your customers’ feedback by responding in a timely manner. GMS recommends having a designated employee track reviews on sites such as TripAdvisor and Yelp. Tracking reviews at regularly scheduled times will prevent slow responses from occurring. According to our online review expert Brandi Boykin, “The worst thing you can do is ignore your online reviews. At the very least, read them so you’ll know what customers are saying about you. The best thing you can do is be present on these sites and play an active role.”
- While you may be tempted to react emotionally or angrily to a bad review, you need to remember to stay courteous and professional at all times. “Respond to your reviews in a professional manner and don’t take them personally,” suggests Brandi. Take into consideration the fact that on popular sites such as TripAdvisor and Yelp, not only will the reviewer see how you respond to your criticism, so will a larger audience. This is sure to include future customers or clients, so the best way to handle negative reviews is to respond swiftly, positively and directly.
- Not sure what to do with reviews once they have been addressed? A great way to use the feedback you are receiving is to take snippets of positive reviews from all of your social sites and stick them under a Testimonials section on your website for all to see. This will further assist in building your online reputation.
Have you found other online review methods that have worked for you?