But still, the majority of consumers say that a business has never responded to their review. If you’re not already monitoring your reviews with online tools, now is the time to start. It’s a key part of inviting more positive reviews and proactively managing your online reputation.
The content and frequency of online reviews are likely going to vary by industry and review site, but good reviews—the glowing ones you want doing the advertising legwork on behalf of your business—have a few key characteristics in common.
There’s no rule against only writing a handful of words in a review, but the more specific you can be, the more likely the review is to be useful. We suggest writing from your own individual perspective, keeping it honest and sticking to the facts. Help readers stand in your shoes.
Here are two examples that consumers and the reviewed company might find useful:
Which review is likely to influence someone with an intense pizza craving? A five-star rating and “good pizza” is not bad, but it doesn’t have the same impact. A review doesn’t have to be the length of War and Peace, but an honest, detailed, and specific recollection goes a long way to building credibility.
It’s incredibly rare that anyone would pick up the phone and call you up with feedback. Instead, your customers take to social media to talk about you. That’s why it’s essential to harness your most public-facing customer service touchpoint and join in on the conversation.
By responding as soon as you can, you show how appreciative you are of the customer—it’s a simple action that will accompany your words of thanks. Otherwise, if you wait too long, the customer will be alerted of the late response and be reminded that they were ignored. They also will probably have moved on and forgotten about you if you don’t stay top-of-mind.
The reviewer just said something nice about your company—it would be poor manners if you didn’t thank them! Be sure to always thank the reviewer first and foremost, so they know that their kind deed didn’t go unnoticed. After all, they didn’t have to leave you a nice review or give you feedback at all! Show your appreciation and make it personal. Reference specific things they mentioned like agreeing if they point out one of your stellar employees.
It’s best for you and your customer to talk directly about the problem they had and take the issue offline. For this reason, brands will provide direct contact information for their customers in their review response.
Crucial to the success and growth of any organization is its ability to attract and retain the best talent. That’s why it’s so important for your leadership and HR teams to embrace — instead of fear — online reviews and public employee feedback posted online, on sites like Glassdoor and Indeed.