Management of Online Customer Reviews : The Good And The Bad

Why Are Online Reviews Important?

The Significance Of Responding To Reviews

Remember that everyone may see your replies when you respond since they are public. Even if you disagree with the reviewer, you should keep your response polite and brief. Avoid getting too personal or trying to sell something by including incentives or adverts.

What Is The Right Way To Respond To Negative Reviews?

Here are some tips that might help you the next time you come across a negative review:

1. Instead of taking a few days to respond, do it immediately once you’ve noticed the review.
2. Use the client's name when addressing them.
3. Thank the client for expressing their worries.
4. Offer an apology for failing to satisfy the client's expectations.
5. Clearly state the issue.
6. Provide a reasonable justification if one exists for why the consumer received
7. inadequate service. Don't invent justifications, though, if none exist. Show how you'll resolve the issue with upcoming goods or services, instead.
8. Offer the client a reimbursement, credit, discount, or other benefits not accessible to other clients.
9. Invite the consumer to get in touch with you to address the issue further outside of the review.
10. To keep things properly brief, end your remark here.

Take note: Removing a bad review is never a good idea. Instead, always follow the methods outlined above. A removed review can prompt the consumer to leave a new review accusing you of doing so, which would reflect poorly on your business.

How Do We Express Gratitude For The Good Reviews?

1. Reply as soon as you see the review.
2. Use the reviewer's name when addressing them.
3. Thank the reviewer for taking the time to leave a comment.
4. Recognize the important points raised by the reviewer.
5. Thank the buyer for their comments by offering a discount on a future purchase, if possible.
6. Share your great feedback with others. (post it on your social media or even your official website)

For inspiration, consider these examples:

• I'm grateful. We look forward to seeing you soon.
• I appreciate you sharing your experience.
• We're delighted to hear you had a good time - (customer’s name)

Learn from your shortcomings, and show your clients that you care. We all want all of our evaluations to be good, but even the best-managed, customer-focused companies occasionally get negative feedback.

When a bad review comes in, take it as an opportunity to learn how to make your company better going forward (think of it as constructive criticism) and how to show that you are receptive and willing to rectify the problem. Reply in a professional, open, and honest manner. The way you handle a difficult circumstance can have a beneficial impact on your company, and a kind post-review conversation may even inspire the consumer to revise their evaluation.

SO, WHERE DO YOU FIND THIS PARTNER?

Well, aren’t we glad you asked! We at DigiCom are obsessive data-driven marketers pulling from multi-disciplinary strategies to unlock scale. We buy media across all platforms and placements and provide creative solutions alongside content creation, and conversion rate optimizations. We pride ourselves on your successes and will stop at nothing to help you grow.