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Online Reputation Management: 3 Simple Ways To Tackle Negative Reviews

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None of us would disagree with the fact that online reviews can either make or break your business. In fact, 90% of the customers say that their decisions regarding buying something are influenced by online reviews.

What will you gain from this article?

  • How can you effectively generate online reviews for your business
  • How to automate the process
  • How to deal with negative reviews/ Online Reputation Management Strategies

Let us get started…

Actual places for people to review!

Want people to leave a review for your business? Then you will need to make sure that there are places where people can leave reviews. For instance, if you want to have a lot of positive reviews on Yelp, then you will need to make sure that you have a profile set up there.

This is more crucial for a site like Yelp as ‘claiming’, your business will allow for reviews to be shown in the search engines. This concept applies to most of the 3rd party review sites.

Plus, in most cases, even if you don’t need to have a profile to collect reviews, you’ll still want to make sure that you have one anyway so that you can respond to negative reviews.

Once you are done with identifying where you want your reviews to be placed, you will have to make sure that you collect a link to that location.reputation-management-1

You can then provide that link when you are asking people to leave a review for your business. This thus reduces the amount of effort your customer needs to go through that is whether or not they should leave a review.

Making it easier for your customers to leave a review will probably help you get more reviews for your business.

Simply ask for reviews!

Generating online reviews for your business is as simple as asking for reviews from your customers. This can be of a great help to you.

Having no automated way to collect reviews can lead to lesser people reviewing their businesses. The setting up of an automated review process is quite easy for most of the online businesses. All you need to do is send your customers an email asking for a review.

You can see the below example to get an idea of how to ask for a review on emailemail response

After you send a sequence of emails, you will have to make sure you ask people to leave a review as well. How quickly you send this email will depend on what kind of offering you provide and the type of the business.

In almost all cases, asking for a review after 3 to 5 days the transaction has taken place is a good idea. This helps to increase the chances to engage with your offering and give an honest feedback in terms of how good it is and if they would feel excited about recommending it to their circle.

Note: While you send such an email, it is essential that you make it clear where people should be leaving their reviews which are by providing them a link.

The easier it is for people to leave a review, the more is the probability of them leaving one. If you wish to optimize your review process, you can split test the emails that you are sending to customers. By fiddling a bit with wording can have a huge impact on how people respond to your emails.

At times, a case study is way more powerful than just a simple review.

Having a case study helps you to provide multiple and influential elements at the same time. First of all, there is a chance that the consumer on whom your case study is based on possesses the traits and characteristics to match the buyer personas of your ideal consumer.

This is essential as it shows prospective customers who match the persona of your buyer that your offering can work for ‘people like them’. Also, a case study goes into a lot of detail as in what the situation was and how your offering came and was helpful.

This way, prospective clients will be able to identify the problem as something that they themselves are currently facing. If the case study you showed solves the problem scenario with the help of your offerings, the customers will be more inclined to check out what you have to offer.

A case study has a lot of videos and pictures that show the content of your study is actually based on a real situation and people.

How to get more people to review

There are still chances that your customers won’t leave a review even if you have set up a location where reviews can be left and also have asked them to leave a review!

Does providing an incentive for people to leave a review would work in a situation like this? Well, this might not necessarily work out especially if you are incentivizing your customers to leave a review on a third party site.

This is because many third party sites have strict rules when it comes to how businesses can ask for reviews. For instance, you might even get penalized for incentivizing reviews. This will obviously do a lot more harm than good if we talk about the long term. Therefore, make sure you check the rules of a third party review website before you do anything.

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That said, what should you be doing instead? One of the ways is to provide discount or incentive that helps in increasing sales of your product. This way you are incentivising product sales instead of reviews.

After increasing sales, more and more people will see the review email you send them. However, make sure that customers disclose that they received a discount when they are leaving a review. This is because a good amount of people are seeing this email and therefore, it improves the chances of people leaving reviews.

If there are a lot of people giving positive experience with your offering, then there are good chances of prospective customers feeling comfortable with giving your company reviews and becoming your client.

How to deal with negative reviews?

If people are giving reviews, then you will have to be ready to tackle negative reviews along with feeling good about the positive ones. Simply you can’t please everyone, therefore, you should expect negative reviews!

However, you don’t have to be afraid of negative reviews. But when a negative review comes in, you have to take few important steps to make sure you convert them into positive.

Online Reputation Management Tips

Here are 3 simple tips for Internet Reputation Management…

A. Pay attention to reviews

Well, first and the most important thing is to pay attention to what is being said in the review. You have to examine the review objectively and not let your feelings overpower that. (Happens a lot of time with businesses!)

You need to examine if there is anything within the review that is actually honest or truthful. With a negative review, you can know issues that need to be addressed within your business or offering. If in case, you fail to acknowledge things being mentioned in a bad review, you will soon see a bunch of bad reviews all pointing out at the same thing.

Thus, you will end up having a lot of negative reviews which will obviously pose a threat to your business objectives.

B. Acknowledge their comment

The second thing (and still important) is you want to let the customer who left the negative feedback to know that you have acknowledged their comments and you are trying to bridge that gap. While you do this, you have to make sure that you don’t argue with the person.

According to a research conducted by Marketing Land, 67% of people say a customer service interaction is bad because the person they are interacting with was unpleasant.customer-interactionYou can leave the comment where the customer left the review instead of sending a private email. By responding there only will let everyone know that you are dealing right with your customers and this might help you gain more customers.

C. Ensure responses are quick and prompt

The third thing you need to make sure is that your responses are quick and prompt.

The world is fast today, people usually expect quick responses from the companies especially from the customer service department.

This being the reason, you will have to monitor your reviews on a regular basis, making sure that you can respond to the reviews on time. This gives the signal that you are taking the customer service seriously and that you wish to improve your offerings.

However, in some cases, people might not leave their feedback on your review websites, but on your blogs or social media platforms. It is your duty to catch mentions of your company on XYZ platforms.

For this purpose, you can set up a Google Alert on the basis of your product name and business. With Google Alert, you will know whenever there has been a mention of your business and will thus, make it easier for you to respond on time.

Ola Cabs Case Study- ORM Case Study

Accepting negative reviews is important. You don’t have to shy away from them. Paying attention is important and this increases the chances of your business to grow. Learn from a very popular case study of Ola Cabs that turned their dissatisfied customer into a brand ambassador!

Here is another renowned case study popularized as Dell Hell wherein Dell dealt with its negative reviews and made a comeback!

Conclusion

Make sure you don’t make any mistake about it. Increasing the number of positive reviews for your business will automatically increase the revenue.

How did you deal with negative reviews that were left for your business? Tell us about your online reputation management strategies in the comment section below!

Image Credits: Neil Patel Blog

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