Word-of-mouth spreads quickly, and reputation management depends on responding to what others are saying. With review collection, sales professionals can guide the conversation surrounding their brand. More importantly, by keeping your ear to the ground, you’ll catch problems when they occur, instead of days later.
Although customers expect a response, many reports show that businesses never respond to reviews. This lack of response reflects negatively on a company. Rise above your competition and boost your brand reputation with these four proven tactics.
Manage reputation and reviews daily
A study by Get Five Stars claims that “16 percent of participants expect businesses to reply to negative reviews in 1-3 hours.”
This short time frame leaves no room for anything less than daily online reputation management. Depending on your business, you may find reviews spread out across the web. Locating and responding to these reviews requires additional effort.
- Set up alerts for mentions of your brand
- Enroll with reputation management services to help you monitor your reviews
- Schedule time during your day to respond to online consumer concerns
With the fast pace of technology, ever-changing platforms, and an uptick in customer expectations, your business can’t afford to ignore what’s being said in online reviews.
Respond quickly and politely
In our digital-first world, you can’t turn off the online customer experience or negate customer service. At any moment someone is sharing a review, commenting on social media, or sending a screenshot to their friends on a messaging app. Online management requires dedication to responding in a quick, helpful, and friendly manner. One mistake by a lesser-trained staff member could result in a viral Tweet that damages your company’s reputation.
Also, not responding to these reviews or comments can cost you in sales. Address negative reviews by first acknowledging the customer and the problem. Then try to reach out to the customer through email or phone to improve the situation.
Use social media as part of your reputation management strategy
Social Media Today reports that “an estimated 67 percent of consumers now use social media networks like Twitter and Facebook to seek resolution for issues.” Moreover, 60 percent of consumers expect a response within an hour. As the use of social platforms for customer service continues to grow, it’ll be crucial to adapt your reputation management strategy to include social media.
Set up alerts, so you know when a customer mentions your brand, product or services in a social media message
Use social media to share the reviews you’ve collected along with other types of testimonials
Respond to comments online quickly
Increase review collection efforts
Collecting reviews is an ongoing process. A report by BrightLocal shows that “40 percent of consumers only take into account reviews written within the past two weeks.” Recent reviews have the most clout, so step up your review collection using a variety of methods.
Add a direct link to your review collection email to make it convenient for your customers
Request customers update their review after a resolution
Monitoring multiple platforms is tricky. However, the number of people relying on reviews for product insight and proof of customer service will not decrease. Plus, with Google reporting that reviews enhance SEO efforts, review collection increases your chances of hitting the first page of the search engine results. Develop a successful reputation management strategy by monitoring, listening, responding, and collecting reviews across online platforms.
Not sure where to start? Schedule a call with one of our experts to learn how to get the most out of your online reviews and stay on top of what your customers are saying.