Marketeering Blog

How To Respond To Online Reviews

Reputation management is a critical component of your businesses digital marketing strategy. This video “How to Respond to Online Reviews” by Metro Annex Interactive describes some simple steps for responding to reviews.  Responding to both positive and negative reviews will  maintain a positive reputation for your business. Online Review Response is critically whether it is a positive or negative review.

online review response

Four Tips for Responding to Positive Reviews

  1. Thank the customer for their review.
  2. Mention your business name when responding so it will show up in search results.
  3. Do a little bit of marketing and mention the product or service the customer used so future customer will see it.
  4. Ask them to do something like come in again or spread the word about your business.

Four Tips for Responding to Negative Reviews

  1. Apologies to the customer for the poor experience and show sympathy.
  2. Do some marketing here as well and mention that this experience is not typical with your business so future customers see how you deal with issues.
  3. Keep your response short and sweet… and do not mention your business name so the review is less likely to show in search results.
  4. Take it off line by providing a contact and phone number so you can work with the customer to resolve the issue. You don’t want to air out your dirty laundry on the internet.

Remember, Online Review Response is critically whether it is a positive or negative review.

Article Resources

FREQUENTLY ASKED QUESTIONS

Why is responding to online reviews important?
Responding to online reviews, both positive and negative, shows that you value customer feedback and are committed to customer satisfaction. It can also improve your business’s reputation and influence potential customers’ purchasing decisions.

How should I respond to a positive review?
Respond to positive reviews with gratitude, personalize your message by mentioning the reviewer’s name, and reinforce the positive aspects they mentioned. It’s also an opportunity to invite them to return or try another service or product.

What is the best way to handle negative reviews?
Approach negative reviews professionally and calmly. Acknowledge the issue, apologize if necessary, and offer to resolve the problem offline. Ensure the response is polite and demonstrates your commitment to improving the customer experience.

Should I respond to all reviews?
While it’s ideal to respond to all reviews, it’s most crucial to reply to negative reviews and any positive reviews that are detailed or ask questions. If you receive a very high volume of reviews, prioritize those that require a response.

How quickly should I respond to online reviews?
Aim to respond to reviews as quickly as possible, preferably within 24 hours. Prompt responses show that you are attentive and engaged with your customers, which can leave a positive impression on both reviewers and potential customers reading the reviews.

Digital Marketing Strategist - Mathew Phillips

Mathew Phillips | Digital Marketing Specialist
Mathew Phillips is an expert in digital marketing and lead generation services. Mathew has a passion for all things digital marketing from website design and search engine optimization to digital advertising, email marketing and social media.

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