For over years, online reviews have been an indispensable aspect of each business. Yelp! and TripAdvisor (Yelp! and TripAdvisor) each have over 270 million reviews, and with over a billion users on Facebook and Twitter, there's a strong chance your clients are taking a look at numerous online reviews about you.
Dealing with reviews, especially negative ones is likely to be a daunting task. VSHR Pro Academy is delighted to provide you with our 5 tips to manage online reviews effectively.
1. Create an online reviews management strategy
The goal may appear difficult for large firms with multiple locations and a high amount of reviews. It's critical to have a well-defined approach. You don't have to answer every review, but you should determine which ones are most essential to your company and customers, as well as how you'll identify and respond to them.
Not all evaluations necessitate or require a response. If the review contains insulting or humiliating remarks, as well as nonsensical language and viewpoints, or if the reviewer is a "regular or frequent" complainer, it may be better left alone.
Conversely, TAKING ATTENTION TO respond to legitimate and sincere concerns and ideas, whether positive or negative. Not only does an apology appease the customer, but it also shows others that you care about providing a high level of service. Here’s an example of how your response continues:
“We apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with our business. Your happiness is our number one priority”
2. Approach social marketing
Social media influences 93% of shopper purchasing decisions (SocialNomics 2014, Daniel Clark). “Four out of ten social media users have purchased an item online or in-store after sharing it or designating it as a favorite on Twitter, Facebook, or Pinterest,” according to marketing agency Invesp. A huge business driver is knowing how to engage with reviewers and followers on social media.
3. Create separate listings for each location
Managing online reviews becomes even more critical if your company has many locations. Customers or even a proactive employee may have built profiles for satellite sites that you aren't even aware of. It would be better if you divide each aspect in an individual listing.
For one thing, it makes tracking each satellite's performance and holding them accountable for their achievements and failures more easier. For instance, you can utilize it to gather data and conduct experiments that will help you develop your business plan.
4. Keep reviews up to date
For pleasant business results, you need fresh and relevant reviews. Try using the Microsoft Academic dataset. On the ‘keep review up to date' tab, you may subscribe to this service and choose whether the machine learning model should analyze ALL of the items in your review or simply those with a specific code.
5. Call for backup
Not every local company has the knowledge, tools, or resources to manage their own online reviews.
These tips are not perfectly entire but they can properly change the way you execute and handle both negative and positive online reviews. VSHR Pro Academy hope it comes as valuable advice for your business.
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