Online Reviews are an integral part of a brand’s Online Reputation Management. According to Trustpilot, 9 out of 10 customers read reviews online before buying a respective product or getting a service. As Jeff Bezos aptly explains, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Reviews from genuine customers help brands understand what they are doing right and where they need to upgrade themselves. Online Reviews are important for both product-based and service-based companies. Let’s learn the significance of online customer reviews by going through the below statistics acquired from credible sources.
Key Highlights: Online Reviews
- 88% of smaller businesses proactively monitor their online reputation. (Source: Clutch)
- 94% of customers said that they’ve avoided a business due to negative online reviews. (Source: ReviewTrackers)
- People are most likely to leave reviews for excellent products. (Source: Jungle Scout)
- Fake reviews make consumers waste their hard-earned money. (Source: Trustpilot)
Since we have established the fact that online presence surely has an impact on sales and business development, here we are about to tell you of the 5 best ways through which you can handle Online Customer Reviews like a pro. To gather more information, continue reading further.
Own your Business Pages
If you don’t claim your GMB pages or profiles on other review platforms, you would not receive control of your business’s online reputation. Most customer review websites automatically create business pages to provide complete search listings for users. So, we highly recommend you own your business pages or create them in case of their absence.
Involve the right review-handling staff
Managing reviews online requires someone professional, courteous, and a problem solver. You definitely do not want a hot-headed and insolent person to handle your online customer reviews. Pick someone considerate, polite, and even-tempered for this particular job.
Monitor your Reviews well
Know when people review your business so that you can deliver them a quick and proper response. If you would like to go the professional way, opt-in for Telloquent’s reputation monitoring services to stay updated and prepared.
Pay gratitude to the Positive Reviews
Getting a real positive review from your customer surely makes the day. Always respond to positive feedback so that customers are encouraged and delighted to stay connected with your business in the future.
Calmly Address the Negative Reviews
One thing you must remember while managing online customer reviews is that not all reviews would be constructive and full of compliments. You might even have to encounter uncouth or abusive reviews which must be reported as regular as clockwork. It is a good Customer Service practice to calmly respond to negative reviews and understand how you can serve unhappy customers better tomorrow.
Let your Online Reputation Management be managed by a whip-smart team of digital marketers. Connect with Telloquent to discover the arena of digital brand development. Your “online presence” is now our responsibility!