Customer reviews make or break a business. If your brand is getting good customer reviews, potential customers will trust the word of another buyer. This will also help them decide if you are the better choice among competitors.
However, it is no secret that other customers would take the word of another buyer and make up their minds about your business if all your company is getting is negative reviews.
Customer reviews are simple when your only focus is improving customer reviews. Customer reviews are essential to your business because almost every person looks at reviews when buying a product or service. That is how they ensure that what they believe is value for money.
Remember, the more reviews, the better.
More reviews about your business show that it is running smoothly, growing well, and people are buying your product and using it before leaving their feedback. Remember that most people trust popular or large companies instead of newly founded or small businesses. Therefore, the higher the frequency of your online customer reviews, the higher the chance of people trusting your business.
1. Respond quickly
Slow responses to reviews are just as bad as negative reviews because it shows that you don’t really care about the quality of your product but only about how it is doing in the market.
Moreover, replying to bad reviews quickly goes a long way in preventing further damage and shows excellent customer service.
2. Own negative reviews
Don’t freak out when your customer review is negative. Try to own it by responding to them honestly and telling them why it has happened. By apologising and apologising to your customers, you will humanise your brand and allow a disgruntled customer to have a reasonable resolution.
Moreover, offering a practical resolution to your customer’s issue and thanking the negative reviewer for their feedback can also turn them into potential recurring customers. This is an opportunity for you to turn these negative reviewers into loyal customers who are likelier to share a good customer service review.
Negative reviews aren’t such bad things unless you don’t know how to handle them and lose your cool. These show that the reviews are legitimate and trustable. The reviews section might look made up if there are no negative reviews.
3. Stick to being professional
This may be the most critical and tiny detailed tip for managing your customer reviews because it speaks about how professional you are with your business.
However, be sure your response is approachable and personal. Try to respond to every customer by name to make them feel like they are talking to someone who cares.
4. Use review management tools
Don’t forget to monitor customer reviews. You can do this using review management tools that most digital marketing agencies use now. This will save a ton of time and authority for your brand.
5. Know how to deal with fake customer reviews
There is nothing more frustrating than a stream of fabricated negative reviews. Fake reviews can be as damaging as negative feedback.
However, they can be a bit tricky to spot. Here are some common traits of fake reviews:
- They are vague or generic
- They are far heavier on verbs than nouns
- They use lots of first-person pronouns to sound sincere
- They either give a five or a one-star rating
The reviewer has a track record of leaving many reviews using different tones of voice or in other languages across many platforms. Or, they have no review history at all.
Lastly, always respond to all reviews. Responding means appreciating the positive feedback and responding to a negative review professionally. Try not just to defuse the situation or get defensive about your product or service but show empathy for that customer that left a negative review so that he may respect your professionalism and can be your potential loyal customer just by being impressed.
