Online reviews on sites like Yelp, Google Places, TripAdvisor, and more can positively or negatively affect your business’ online reputation, sales, and customer service.
According to the 2012 Local Consumer Review Survey, more than 70 percent of consumers said they trust online reviews as much as they would a personal recommendation. More than half of consumers polled said a positive online review increased their desire to support a local business.
Does your company monitor online feedback about its products and services? If you want to get started in monitoring and responding to negative comments, then review three tips below:
- Acknowledge the Issue – Ignoring a negative review or asking the reviewer to remove their comments are two big mistakes that business make in managing their online presence. If you do receive a negative comment about your business, alert your customer service experts to the problem. Find out everything you can about the commenter’s visit to your store, transaction online, or general experience. This information can help you to resolve the problem and potentially save the relationship.
- Respond with Kindness – Use a negative review as an opportunity to provide excellent customer service. Start with an apology, and then try to find a way to improve the reviewer’s experience and their perception of your business. Perhaps you can refund their money, let them exchange their purchase, offer a discount, or just listen to their feedback and implement a solution.
- Take the Conversation Offline – It’s best to resolve an issue offline whenever possible. Start by responding to the online comment or review with your apology and ask the reviewer if you can contact them offline to help resolve the problem. An offline email or phone conversation allows the customer to vent their grievance to you fully, without creating further negativity online. It also allows you to really hear the complaint and find an amenable solution.
Monitoring reviews and comments is one of many strategies that can help businesses to improve their online presence. To jumpstart your Internet marketing strategy, contact the experts at Anchor Wave in Tucson. Visit us online or reach us by phone at (520) 622-3731.
