According to a study done by BrightLocal in 2022, 98% of consumers read online reviews for local businesses. Studies have shown, we as consumers are more likely to purchase if others around us, even total strangers, share a positive previous experience with that same purchase. The way customers talk about you is just as important as saying your name! So what does this mean? Having recent positive reviews on platforms like Google or Facebook can directly impact your business’s sales in a very positive way.
Your Online Reputation is More Than A Number
While customers are focused on seeing recent positive reviews, your online reputation is more than just a number! Customers also want to see the company responding to reviews both positive and negative. A friendly, open-to feedback appearance can work wonders for your brand. This approach shows you care about your customers. If you have had some recent negative feedback, this approach can also help improve your ratings, allowing you to share recent changes you made with your company based on the feedback provided.
How to respond to positive reviews
Responding to a positive review will help with customer retention. It shows you are actively listening to all feedback and willing to take the time to engage with real people that have walked through the door. When people know your business will see and respond to feedback, the chance of them turning into loyal customers is higher.
A great way to respond to a positive review is first to say thank you. Then, show appreciation for the customer taking the time to share their experience. Positive reviews and high ratings are powerful social proof for attracting new customers. After showing your appreciation, tell them you’d love to see them again. It will help customers feel welcomed if you extend the invitation for them to return. Here is an easy templated response that you can use:
Sample Review Response
“Thanks *INSERT NAME*, for leaving us such a wonderful review! We are thrilled that you enjoyed your experience. We put customer experience and satisfaction as one of our top priorities, and your review reaffirms the hard work we put in to accomplish just that! We look forward to serving you again soon.”
**If you are in an industry with customer privacy regulations like Healthcare (HIPAA), there are rules you should follow when responding to reviews to make sure they are compliant. Reach out to us via the form below to get our quick guide on responding to healthcare reviews!**
How to respond to negative reviews
Getting negative ratings or feedback online is tough. It is understandable to get angry, defensive, or annoyed at first. But good news! Negative reviews don’t necessarily have negative consequences. On the contrary, they can add a bit of authenticity to your brand if you reply correctly. What is even more important than what a negative review says is how you respond!
To make your reviewer feel heard and valued, you want to thank them for taking the time to share their experience. Next, you will want to show empathy and understanding for the product/company at hand, then reinforce your company’s standard values. Finally, always extend an invitation back. Here is a great templated response:
Sample Review Response
“Thank you *INSERT NAME* for taking the time to share your experience with us. We here at *INSERT BUSINESS NAME* take much pride in our customer’s success, which is why we would like to make this right. Please provide more details about this incident by emailing us at *insert email* so we can make it right. We would love to serve you again and show you our commitment to providing exceptional service to all.”
While one of the most important parts of a review is your response, first you need your customers to share their experiences! We understand that getting reviews is half the battle. Innereactive helps busy business owners implement processes to receive more reviews and craft the perfect responses once they start rolling in.
Marisa is the Finance and Marketing Manager at Innereactive, and we are so grateful to have her. She enjoys helping businesses find the right solution for their marketing needs.