Review monitoring is as important as review generation for a business. The fact is, more than 90% of consumers refer to online reviews and choose businesses based on their average rating and reviews. However, it’s not just what your users have written for your brand that defines its reputation. Instead, most prospective customers get to know about your customer service quality and your business’ ethos by reading your response to reviews. Review monitoring is therefore as important as generating new reviews for your business. While they may sound similar, review monitoring is different from social listening. When done together, it gives your business an excellent online reputation.
If you aren’t monitoring your customer reviews, chances are that you’re missing out on a lot of potential business. However, if you aren’t monitoring reviews correctly, you’re still putting your business at risk. Here are a few things you need to do when review monitoring:
Monitor and respond to reviews
Simply monitoring reviews and not responding proactively won’t add much to your brand’s reputation. When a user takes the time to write a review for your brand, the least they expect from you is a response. If your users have written a positive note, make it a point to thank them for their efforts and show your willingness to offer them an even better experience the next time. On the other hand, if an unhappy customer has voiced his opinion, take the time out to respond promptly, acknowledging the issue and convincing them that you’re ready to get to the root of the problem and solve it. By doing this, you’re improving your chances of doing business with them again.
Most business owners dread negative reviews. However, no matter how great your business or your product is, you’re bound to get a negative feedback once in a while. Negative reviews aren’t as bad if you know how to respond to them. Things take a bad turn if you panic at the situation and add an inappropriate response. For a carefully drafted response, you first have to be calm and try to understand the problem that the reviewer faced, which forced them to write a negative review. Once you’ve got your act together, write an apology to the customer and inform them that you value their feedback and are willing to act on their feedback. If done correctly, you won’t just convince the customer to try out your services again, but may also be in a position to encourage them to write a positive review or delete their original negative feedback.
Use customer feedback to improve your business
Your customers who’ve written a negative or a neutral review for your business, most often than not, have some feedback for you. If you’re not acting on their feedback, you’re losing a lot of potential business. However, by simply acting on valid feedback and writing about it on the review website, you’re convincing your broader audience that you’re willing to act on feedback and offer the best customer service. Customers love businesses that act on feedback and by acting you improve your chances of getting more business in the future. Make sure to be mindful of trends in feedback. Several of our clients have been able to identify these trends in feedback to analyze customer pain points and concerns. By addressing these issues, our clients were able to improve customer satisfaction and get new customers. Read about some of them here.
Promote and share positive reviews
You act on customer feedback and encourage your happy customers to write reviews for your business. If you’re receiving a lot of positive reviews for your business, you’re improving your chances of getting more customers. However, if you’re not sharing all those positive reviews on your website and your social media pages, you’re not spreading the good word. Make it a point to share all those great reviews that you’ve received from your existing customers on your business’ website and social media profiles. By doing this, you’re exposing your reviews and your business to potential customers who’re more likely to read reviews on a platform that they regularly use, rather than visiting a review website especially to read about the experience of your existing customers.
Generating a lot of positive reviews and monitoring them can help you better your chances of success. However, since there are tens of review websites where your customers may review your business, monitoring all of them on a regular basis is a taxing process. To ease things a lot, you can sign up for a free BirdEye trial account, which helps you monitor all reviews that you receive from a single dashboard. Using BirdEye you can also share your positive reviews on your social media pages and can respond to your customers easily.