Online customer reviews can make or break your brand. It is important to keep an eye on online reviews so that when a negative review appears, you can do the damage repair quickly; and when a positive review appears, you can reap its benefits by promoting it.
Social media has made it easier to connect with others and share our thoughts and opinions online. While a happy review can offer a lot of exposure, a negative review can do more harm. This is where online reputation management comes in. Monitoring and responding to negative reviews is equally important as the reviews themselves. The objective behind monitoring online reviews is to understand where your online reputation stands.
Monitoring online customer reviews is a great way to identify improvement areas and make changes to reduce cases of customer dissatisfaction. Analyzing these reviews will tell you how your customers perceive your products and services. By using online customer reviews as an opportunity to resolve complaints, you can actually improve your overall customer satisfaction rate. An improved customer satisfaction rate will improve your online brand reputation.
Ignoring negative reviews can be damaging for your brand. In fact, according to a BrightLocal survey, 88 percent of customers trust online reviews to determine the quality of a brand. And because customers tend to make buying decisions based on online reviews, ignoring negative feedback can have a sizeable impact on customer retention and new lead generation. By regularly monitoring reviews, you can resolve customer complaints and turn an unhappy customer into a brand ambassador.
The trickiest part of handling online reviews is responding to them. Make sure to respond to each and every review. Not all reviews will be positive, but it is important that you respond to each complaint in a positive manner. Your customers are not looking for perfection in your responses. What they’re looking for is empathy and honesty. A timely and sincere response will have a good impact on your customers.
In case you are wondering how to monitor what’s being said about your brand online, you can begin by identifying keywords related to your brand. These keywords will help you monitor reviews and comments that are being posted on various social networking sites. These keywords can be monitored using tools such as TweetBinder, SocialMention, Hashtagify.me and Tagboard. These tools allow you to search social sites for the identified keywords. You can even set up alerts, for example Google Alerts, to notify you when your brand or product is mentioned.
Do you think your business needs help managing its online reputation? You can hire a reputation management company to help you take control of your brand’s online reputation. Reputation management experts will not only monitor and manage your online reviews but will also help you to respond and resolve issues in a timely manner.