More and more shoppers are using other customers’ online reviews to decide if they want to do business with a company. Positive online reviews can act as word of mouth marketing and help you attract a new customer base. Negative online reviews will discourage new and returning customers from completing a sale. Here’s a quick guide to revamping your online reviews.
Offer Review Incentives
Offering review incentives will encourage customer feedback. After a customer makes a purchase or after you know a service or product has been received, send them an email asking for feedback. Give them a discount on a future purchase, or enter them into a prize drawing, in exchange for their review.
Improve Customer Support
Better customer support means happier, more loyal customers. Make sure you have the staff to respond to social media comments and complaints, respond to customer emails, get back to customers who fill out contact forms on your website, and answer customer calls. You can also use customer experience management software to improve your customer communication channels.
Address Negative Reviews Immediately
Don’t ignore negative reviews—respond immediately and make the problem right. Sometimes simply acknowledging the customer’s issue, asking how you can make it right, and apologizing is enough to satisfy the customer.
Monitor and Share Reviews
Make sure you know about all new reviews, positive or negative, as soon as they are posted. Prioritize responding to bad reviews and sharing positive ones. Don’t just placate the customer—take negative feedback seriously and make a genuine effort to resolve customer issues.
Need Help Managing Your Company’s Online Reviews in Grand Rapids, MI?
Do you need help managing your company’s online reviews in Grand Rapids, MI? Come see us at Leverage Marketing. We specialize in review management services that can boost your company’s average star rating, increase the number of five-star reviews, keep your reviews fresh, and monitor and respond to reviews as they’re posted. To learn more, just contact us today at (616) 377-4392 to schedule a free strategy session.
