Should I Always Reply to Online Reviews?
The short answer is: YES! Good, bad or ugly, online reviews can make or break your online reputation. Get to them fast, address them right, and appease your audience. They are the ones making critical decisions about your business. They can literally determine how you are perceived online, so make those responses count.
You should respond not just to negative reviews, but positive ones as well. Make this your new standard – something you never fail to do. It’s one of the more effective ways to manage your reviews and show consumers that you take the time to acknowledge them. They want to know you’re listening and that you care about what they think. Monitoring comments and reviews of your business is critical.
Think of online review responses as grooming your business. You must treat your customer base with dignity and respect, not only to show the reviewer your true colors but also to be seen by others who are reading the response. This will help you build a rapport with consumers that will, when done right, strengthen your reputation.
Trust and Profitability
People tend to trust a brand when it’s attached to a solid online reputation. People are on the lookout for opinions of others online before they decide to patronize a local business. Did you know that 84 percent of people trust online reviews as much as personal recommendations? All the more reason to boost your ratings to gain their trust.
Bottom line is: a better online reputation attracts more and better business. When users go online to search for businesses like yours and they find a competitor ranking higher with its reviews, they’re probably going to choose that competitor over you. If you have better visibility of positive reviews, you are doing your part to increase conversion rates and your business’s profitability.
Your responses to reviews and how they’re worded will guide other consumers toward or away from your business.
Now, this doesn’t mean you’ll always get positive reviews every time just because you’re monitoring and responding to them. You’re bound to get the off-review once in a while. You can’t please everyone all the time! Heck, even the companies with the most loyal followings are susceptible to a bad review or two. You just have to own it, respond to it, and move on.
It’s been said that it costs a business 25 times more to acquire a new customer than it does to retain a current one. Reviews with legitimate concerns directly impact your business and are a reflection of you to consumers. You hold the power. Harness it and make those reviews work for you.
If you have a little help in your corner, so much the better. Boost Reviews can help you organize and monitor those reviews and make your life easier. Contact us now.