Article Reviews and Responses

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How To Respond to Positive Online Reviews (yes, you should!)

As a business owner, you have the ability to respond to Google reviews and actually engage with your customers. You can either respond to Google reviews via your desktop or a mobile device through your Google My Business account.

Google is the world's most popular search engine , and when your potential customers take to this huge source of information to start researching products and services, business listings appear -- along with recent customer reviews with starred ratings and comments. What's more, a Harvard Business Review study found that when businesses responded to customer reviews -- good or bad -- ratings subsequently increased. Responding to online customer reviews, especially when they're bad, can help you learn from your mistakes as a business owner -- and this learning curve will improve your customers' overall experience and your business' reputation.

Writing effective response letters to reviewers: Tips and a template

Read our comprehensive guide to Google Customer Reviews to learn exactly how to tackle it on this platform. Responding to reviews can be time-consuming, difficult, and flat-out awkward. To save time, use these 20 review response templates to inspire your own response. Before starting, it would be wise to set up Google My Business notifications , so anytime a new customer review is posted, you receive a notification.

Source: Connection Incorporated. Many companies and business owners fear responding to negative reviews because it is digital confrontation -- opening a can of worms that will lead into rabbit hole. Bad reviews should not cause anxiety, but should be a moment of opportunity to improve your brand and customer service.


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So, how should you respond to them? You're better off assessing the situation instead of immediately responding to a bad review. Customers have a lot of power online, and if you react to a negative review without thinking it through, you will fuel your angry customer.

Geoff Toff says that "if they're angry enough however unfairly and care enough about getting the reaction they want from you however petty that might be , they can spread negativity all over your reputation online, and people will probably believe it until they see a reason to think otherwise. This means, don't hide and privately reach out to your customer, but respond to them on the platform that they posted the review privately responding alongside a public response is good as well.

Whether they left you a bad review on Capterra or Google, do not avoid digital confrontation. Responding publicly to bad reviews shows your customers and potential customers that you care and are attentive. Why should you care that you're attentive? Because it can lead to increased business. A study done by Cornell University revealed that responding to negative hotel reviews "appears positively related to the consumer's view of the hotel, as measured by increases in the TripAdvisor score. If you just spend your time writing a fluffy response back to the customer apologizing for their experience and you've really taken the time to not be impulsive, but did not provide some sort of solution or actionable items to mitigate the issue, then you haven't properly responded to a negative review.

Make sure to offer to make it right by providing some sort of solution. Whether it's providing your contact information and following up with the customer offline, you should display empathy and effort into solving the complaint. Responding to good reviews is much simpler than dealing with an irate customer ranting on about how bad of a company you are.

Many business owners focus their attention on responding to reviews solely when there needs to be damage control. This makes sense -- how often does a positive review spread like wildfire? So, why bother with having your team respond to good reviews? Because good reviews can create raving fans and that can compound into new business.

Here's how you should respond to positive reviews:. First and foremost, always greet a customer by their name, not some generic "hey there" or else it's not genuine unless the name they leave is clearly fake like abc People's attention is activated when hearing their own names. Correspondence to Peter Sidaway. Reprints and Permissions. Advanced search. Skip to main content. Subjects Cancer immunotherapy Clinical trials Melanoma. Rent or Buy article Get time limited or full article access on ReadCube. References Original article Huang, A.

Rights and permissions Reprints and Permissions. A negative consumer review on an online shopping website may keep consumers from buying the product. Therefore, negative online consumer reviews are a serious problem for brands. In an online experiment of participants, different response options towards a negative consumer review on an online shopping website were examined. The experimental data were analysed with linear regression models using product purchase intentions as the outcome variable.

The results indicate that a positive customer review counteracts a negative consumer review more effectively than a positive brand response, whereas brand strength moderates this relationship.

2) The Dark, Dark Rabbit Hole

Including a reference to an independent, trusted source in a brand or a customer response is only a limited strategy for increasing the effectiveness of a response. Additional research on other product categories and with subjects other than students is suggested to validate the findings. Assuming high quality products, brands should encourage their customers to write reviews.

Rule 2: Be polite and respectful of all reviewers

Strong brands can also reassure consumers by responding, whereas weak brands cannot.