An excellent response to your customer, whether angry or not, can make that difference to your business. Responding to your client’s reviews reduces and minimizes your company or brand’s damage and strengthens your reputation. A great response solidifies your seriousness and shows you care about your client’s feelings and views.
The best way to determine why your answer to your client’s review is vital is by undertaking a simple search on your company review. The reactions you will get will give you a snapshot of what your clients think about your brand. Responding to customer reviews enhances and improves your brand online reputation and also boosts your marketing efforts. In most instances, most brands and digital marketers often ignore this as a marketing strategy. If you face challenges on where to begin, here is a decisive guide on responding to reviews.
1. Responding to the reviews lets your customers understand you care about them and not just when they complain.
If you happen to take a simple survey online, you will find many companies, both medium and large entities, committing this simple mistake. Most companies do not respond to positive reviews but only find time to respond when a complaint or a negative review gets thrown at their door. It translates to mean that the brand is taking time to reward a negative thought with their time and resources rather than paying attention and showing appreciation to all those who took their time to respond and review your brand.
When people view your business as it responds mostly to negative reviews, it says more than you think. It portrays your brand as one that cares more about its reputation instead of caring about your customer experience. Responding to all your customer reviews tells more about your reputation management in comparison to reputation marketing.
2. Enhancing the Lifetime value of your customers
When responding to your customer’s review, whether positive or negative, is an excellent opportunity to market and sell your brand and products to your existing customers. Every time a response to a customer review gets made, your customer gets notified of your response. Such a response makes your clients feel they are appreciated and valued by your brand. In many instances, such customers will become repeat customers.
Rather than focusing too much on acquiring new customers, it’s more accessible to capitalize on your existing one by taking simple steps like responding to customer reviews with diligence.
3. Always begin your responses with a “Thank You.”
A cardinal rule that responds to any customer, whether negative or positive, begins with a thank-you phrase. With every response you happen to make, a review carries with itself a great potential to improve and grow your brand tremendously.
4. Train your focus to get to the real cause of the problem
You will likely face many negative reviews as a brand or a company result from a frustrated customer with issues you can address. The first thing you ought to do is dig into the problem and get to the bottom of it. Restore the confidence of that customer by fixing the issue they raised on their review. Similarly, make sure you do a follow-up with your customers, mostly via a phone or an email, and make sure that their issue gets solved.
5. Ask in a polite way for customers to delete their negative review once satisfied
When you respond to your client’s negative review and your customers are satisfied with your response, you can politely ask them to delete their review or ask them to edit it to reflect your brand’s current status. The bottom line is ensuring you have a full review response service to manage your brand online.