Responding to online reviews is just as important as making sure people write them. Just as the vast majority of customers rely on online reviews, they expect companies to reply to it.
Responding to online reviews isn’t easy, but here are a few principles to keep in mind.
Provide short and sweet responses to positive reviews
Even positive reviews need to be handled with care.
If you’re a bit too invested in positive reviews, then they’ll come across as promotional and, in turn, disingenuous, which can be detrimental to future reviews.
Put a bit of a delay for positive reviews
Response time to positive reviews can be detrimental, similarly to the above point.
The best way to deal with this is to delay the responses to the positive reviews so that they’re buried beneath the newer reviews. This way, managers get the benefits of responding to positive reviews without the drawbacks.
Respond to negative reviews
Negative reviews can severely impact buying decisions, which is why you need to deal with them.
A negative review is a chance to improve, and shouldn’t be ignored. Address the customer and their feedback, and see what their point and complaints are. If you address an online review properly, it can prevent negative reviews in the future, as people with similar complaints will look to your response.
Provide a tailored response
A good king kong marketing agency review needs a good response, a bad one needs a better one.
A response to a negative review should be tailored to the complaints and feedback, and figure out what you can improve on.