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The success of your company depends on your reputation. When a customer leaves a positive review, your online reputation flourishes. However, when a customer leaves a negative review, you could lose future business. Using these six tips, learn how to make the best of positive and negative online reviews to ensure greater success for your company.

1. Always be genuine.

It’s important to sound real and not robotic when replying to a customer’s feedback. Talk to your customers as if they are your friends. When you use a corporate tone in your replies to customers who post negative reviews, it’s harder for your customers to sense your sincerity. Be friendly and consistent with all your responses.

2. Never lie or mislead.

Learn from the mistakes of Whole Foods’ CEO John Mackey and plastic surgery company Lifestyle Lift. Mackey was caught bashing his competition anonymously online while celebrating his company on stock market websites. Similarly, Lifestyle Lift had to pay $300,000 in fines for deceiving customers with its advertisements because employees left positive reviews about the company without revealing that they were working for the company. Don’t deceive your customers. Always be honest and transparent.

3. Remember quality over quantity.

You don’t have to respond to every single review posted about your company, but be sure to stay engaged with your customers and respond when necessary. Simply liking a posted review or writing “Thank you for the great review,” goes a long way with customers. Be sure to acknowledge those who left a negative review, letting them know that you heard them and that you’re doing everything you can to make amends. Find ways to personalize your review responses.

4. Be aware that online review sites will identify and ban the internet trolls.

Sites such as Yelp have a strict policy against internet trolls, removing their comments and banning them from the board. If someone has posted negative feedback without using your services, the site will remove it. Another option you have is to track what people post and where by ordering online reputation management software.

The benefit of having such software is that it gives you considerable amount of control of what your consumers post and where it shows up. Even if people post bad reviews about your company, the number of positive reviews will overshadow them.

5. Never become defensive.

When people say negative things and attack your company, you might feel like they are attacking you personally. Your company is the result of a lot of blood, sweat and tears. Reading a bad comment may bring out your defensive side. If you address a customer in a defensive tone, remember that everyone can see your post and it may go viral. Keep calm and think before you respond. Consider handwriting a response so that you get your frustrations out before you post a defensive response.

6. Don’t wait too long to respond.

Thinking before you respond is important, but thinking for too long isn’t good either. If a customer has posted a negative review, you need to address it quickly. If you wait too long to respond, the customer may get more upset. If you resolve the problem, the customer may backtrack from his or her negative comments and update the review noting your customer-centric approach.

The best way to know what a customer is posting is by having online reputation management software. It will alert you each time someone posts a review about your company so that you may reach out to the customer in a timely and appropriate manner. Purchase our online reputation management software, ReviewMaxer, today!

 

Photo credit: 123RF Stock Photo

Written by: Paul Cook


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How to boost your online presence

Most business inquiries begin through a series of online searches. Customers will trust the advice of others on sites such as Yelp, Google and Facebook who share their real-life experiences and overall ratings. Four- and five-star ratings solidify the decisions of potential customers who are considering their options.

Customers must trust your company’s online reputation before they will make contact. How do you strengthen and improve your reputation, especially if you have negative reviews? Online software is available to better manage your online presence. Here are five things to look for when purchasing review management software:

  1. Real-time alerts.

We live in a world where everything is right now. Receiving real-time alerts enables you to respond to your customers promptly. A quick response from your company gives customers the satisfaction of knowing that they make an immediate impact.

  1. One central dashboard.

Having everything located on a central dashboard is crucial for ultimate productivity. Look for a dashboard that offers a series of tabs where you can do things such as read your negative and positive reviews separately and provide feedback.

  1. Testimonial feed.

Testimonial feeds are a great feature to include on your business website. By sharing your success stories, potential customers have the opportunity to read experiences from real-life customers directly on your site. Feeling as if their voice will really make a difference could draw in potential customers.

  1. Reporting.

You should always report the good and the bad. Realistically, each customer is going to have a different experience with your company. Your review management software should be able to compile a report of your entire year’s reviews from every review website so you can see where your business needs to improve its online presence. Remember, while you may have four-star reviews on Facebook, potential customers might be turning to Yelp for more information. Consistent, thorough reports help you better identify the areas that need improvement.

  1. Easy to use and implement.

Ultimately, a software that’s easy to use is the key to being productive when handling your reputation online. The functionality of the software will not only help you understand the process of managing your online reputation, it will also increase the speed at which you can handle issues and post online.

Online reviews play a critical role in driving business. If you aren’t actively managing your online reputation, you’re missing out on a great way to add revenue and increase brand awareness. If you’re new to online reviews or the process seems overwhelming, try online review management software like ReviewMaxer. ReviewMaxer is an affordable and easy-to-use system to manage your company’s online reviews and reputation. Use ReviewMaxer to promote your positive reviews and interact with your customers to resolve negative reviews. Sign up today for your free demo or check out the ReviewMaxer blog for advice to improve your overall presence online.

 

Photo credit: Pablo

Written by: Amanda Murguido


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ReviewMaxer explains this valuable tool

Performance reports display a series of metrics and analytics about your online reputation over time using attractive charts and graphs. You can choose which sections you want to include in your report.

The Reputation Overview section displays cumulative star-rating statistics drawn from all monitored review sites.

The Review Volume section shows a site-by-site breakdown of all your existing reviews across all monitored sites.

Finally, the New Reviews section shows review activity over the time frame specified when the report was generated, with some cumulative stats and a site-by-site breakdown of where those reviews occurred as well as snippets of all reviews received in the time frame.

To generate or schedule a performance report, navigate to Dashboard > Performance.

ReviewMaxer is a great tool for your business to collect and manage your customers’ online reviews. You can also post or stream positive reviews directly to your website and social media channels. Watch our demo today to see how easily and efficiently you can protect and improve your online reputation.

Photo credit: Pablo


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How does your business compare?

Use our free Review Scan to generate an instant reputation report and see how your business appears on local review sites.