Nowadays, online review management is an effective digital marketing tactic. This helps businesses track, trace, and proactively respond to online customer reviews of their business on review sites (Google, Facebook, Yellowpages, etc.). This is done to ensure that you can resolve customer issues promptly, identify what customers like or dislike about your business and promote your best reviews as social proof to attract more customers.
Why is online review management important?
Customers consider the unfiltered, authentic experiences shared by current and past customers online to be more reliable than business-provided bias data. Due to the popularity of consumers, it is essential to attract new customers. Every business, regardless of industry and size, should practice review management. The online review management strategies can vary depending on your business needs. But some best practices include reviewing reviews, responding to customer reviews and promoting your review.
What are the benefits of online review management?
The advantages of online review management are given by,
Resolve customer complaints and improve reputation: Managing reviews help you track and understand what customers are saying about your business online and come in to modify the experience when necessary. This is important because consumers read their responses to reviews.
Analyzing your customer reviews: It helps you understand the overall opinion of your customers about your business. Customers often provide in-depth feedback on their experiences with your business when writing reviews.
Rank better in search results: Additionally, because 9 out of 10 people read reviews before visiting a business or making a purchase, ignoring a site where people write reviews about your business can negatively impact your customer acquisition and search engine rankings.
Save time by managing reviews in one dashboard: Customers leave reviews on a wide variety of websites, from generic sites like Google and Facebook to industry-specific sites. Taking advantage of review management software, businesses save time by allowing them to manage reviews on all of these sites in a dashboard. This saves time sifting through and manually replying to reviews on individual sites.
Promote your marketing with UGC: Finally, taking your reviews seriously helps you find positive reviews and testimonials to use as User Generated Content (UGC) in your marketing strategy. Most consumers say UGC influences their purchasing decisions more than promotional emails and search engine results.
Why should you respond to online reviews?
The response of reviews helps build trust and repeat business for your brand and it doesn’t matter if the review is positive or negative. The best way is always to reply. Plan for any common opinions you might get from reviews in advance. So your team is always ready to stay up to date with the brand’s news and tone. You should have a library of canned and appropriate responses for the recurring feedback received in reviews.
Responding to reviews not only shows customers and potential customers that you care about their experience. It can also cause dissatisfied customers to change their opinions about your business. According to reports, 30% of consumers agree to reverse negative reviews once their concerns have been addressed because reviews can make or break any business. Responding to reviews can help promote customer acquisition and retention.