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To earn positive reviews, you should methodically contact your customers

It’s no coincidence that industry-leading brands have an overwhelming amount of reviews to support their products. Companies that prioritize their online reputations make a conscious effort to collect reviews from their customers, especially after they make a purchase.

You may have noticed that businesses have begun collecting email addresses when a purchase occurs. They do this to obtain reviews. During the transaction, a retailer provides you with the option to receive your receipt as well as order and shipping confirmations via email. The company then follows up to learn your overall experience with the brand.

More frequently, we are seeing brands use their online reviews as a marketing tool. This helps avoid uncertainty from new customers during purchasing decisions, which can be the biggest killer of online sales. Companies provide customer feedback on their websites to help potential customers make better buying decisions. Smart companies recognize that reviews help their customers.

Companies are utilizing new techniques to reach consumers for service and product reviews through text messages and phone surveys in addition to email. The best way to engage customers is to clearly communicate why it’s important to your company to have customer reviews. Respond to your customers and let them know how much you appreciate their feedback. Usually, customers are more willing to share their experiences if they know their feedback is used to improve the company. To encourage reviews, companies offer customers incentives to share their feedback, usually a discount code or exclusive offers.

Online reviews are essential to growing and improving any business, yet they can be overwhelming to maintain. ReviewMaxer software has an easy-to-use dashboard that helps you manage your online presence and even provides a way to reach out to your customers through email and text message.

Watch this free demonstration today to see how ReviewMaxer software works and read the ReviewMaxer blog for more tips.

Photo credit: Pablo

Written by: Amanda Murguido


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Providing an option for anonymity encourages reviews

Getting positive online reviews can be tough – even more so when you work in a field that’s considered controversial or is embarrassing for consumers to acknowledge they frequent. For example, if you’re in the cannabis industry or the plastic surgery industry, you might find it difficult to get your customers to leave online reviews because those individuals want to maintain their privacy.

Several review websites provide an option to leave a review anonymously. This may be the best option for your customers. Promising anonymity motivates customers who had good experiences with your company, but feel uncomfortable sharing their thoughts in a review. For instance, someone who underwent plastic surgery may want to keep it confidential, but can still give accolades to the doctor and staff who performed the operation.

Some review websites that allow anonymity:

  • Google.
  • Yelp.
  • Yahoo.
  • YP.
  • Zillow.
  • Vitals.
  • Angie’s List.
  • WeddingWire.

These review websites give individuals the option to select whether or not they’d like their name and/or location to appear when they leave a review for a company. It’s helpful if the anonymous reviewer provides some specific details about his or her experience so the review appears authentic.

You want to have a recognizable, trusted brand, and that starts with a glowing online reputation. Online reviews are difficult to manage and can become overwhelming, especially if you work in a controversial industry. When you use software like ReviewMaxer to help you manage your reviews, it’s easy to protect and even improve your online reputation,

Watch this free demonstration today to see how ReviewMaxer software works.

Photo credit: Pablo

Written by: Amanda Murguido


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When the same customer continues to leave negative reviews online after you have addressed the complaint, it can be hard to bite your tongue. After all, this one customer is potentially damaging your company’s reputation.


Here are some do’s and don'ts for how to handle several bad reviews from one customer:


DO:


Acknowledge the issue and apologize

Many people who have a bad experience just want to know that the company is addressing their concerns. Always respond politely and tolerate the situation.


Promote a positive image of your company

Try promoting your company’s strengths while dealing with the complaint, and make sure you’re sincere. Create a strategy to get more positive reviews from happy customers. This helps push down any negative reviews. ReviewMaxer helps manage online reviews and improves your online reputation. It effectively collects, monitors, and promotes your reviews. Sign up for a free demo to see how this software helps protect your company online.


Be authentic and personal 

When writing out your response, don’t sound like a robot. Scripted responses make it seem like your company isn’t taking the issue seriously. Many companies have started signing off a response with a name and job title to make the interaction more authentic.


Address the problem offline

It’s important to respond to a negative review publicly and then take the conversation offline. End your response with “Please call or email (insert your contact information) so I can resolve this issue with you personally.”


Make a change

If many people are complaining about the same issue, consider making a change to show that you’re listening and trying to improve.


DONT:


Block the customer from leaving a bad review

This could potentially make the situation even worse. Stay true to your company’s values by addressing the problem to the best of your ability. This shows other customers that you’re making an effort.


Get defensive

Responding out of anger makes the situation worse and turns off future customers. Stay calm and collect your thoughts before responding. Write out a response and come back to it a little later before sending it out to make sure it’s reasonable.


Ignore it

Never ignore a bad review because that shows people your company doesn’t value its customers. Remember, at the end of the day, most people can spot a true complainer. As long as you’re doing the best you can to fix a situation, other customers will recognize that. 


ReviewMaxer is an affordable and easy-to-use platform to manage your company’s online reviews and reputation. Use ReviewMaxer to promote your positive reviews and interact with your customers to resolve issues. Check out the ReviewMaxer blog for more advice to improve your company’s online reputation.

 

Written by: Amanda Carr

Photo credit: Nathan Dumlao on Unsplash


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