Nowadays, you can’t have a successful company if you’re unable to manage online reviews. People check the web ratings before going to the movies, purchasing clothes, or visiting a new restaurant. Unless we get a recommendation from our friends, it’s very unlikely that we’ll make a blind purchase.
This also means that you always need a dedicated team to monitor and manage what other people say about you online. There were numerous occasions where large companies perished overnight just because they didn’t know how to handle a crisis.
It’s always good to get acquainted with the basics, but there are also experts who offer digital PR services to manage it for you.
7 Ways To Manage Online Reviews:
1. Responding The Right Way
This one is a bit obvious, but we still need to emphasize the importance of responding the right way. Given that the internet can be a toxic place, the last thing you want to do is getting start an angry conversation with a person that has malicious intentions.
Even if a customer has a fair criticism, you need to address it in a way that would prevent further backlash. Keep in mind that things can easily escalate if the individual has a popular platform of their own.
The best way to go about things is to acknowledge the mistake. You can offer a refund or some extra perks in the future. If things go smoothly, you can even ask the person to remove their negative review.
2. It Doesn’t Matter Who’s Right
Piggybacking on the previous entry, it doesn’t actually matter who’s right. The only thing that matters is how you’ll look when everything is said and done. Keep in mind that different people have different opinions, and they might think they deserve better treatment or a product.
Even when things might seem absurd, i.e., a person is complaining about some nonsense, you should at least say that you’re sorry about their experience. Follow this up by offering a new service or a product.
3. Respond As Quickly As Possible
There is always someone watching your moves. Whether it’s the competition or media outlets, some people would love nothing more than for you to fail. By not responding to an issue immediately, you’re giving critics enough time to turn this situation in their favor.
Sometimes, a slow response to criticism will allow other people to step forward. Consumers who had a similar experience with your brand will start complaining about the same things, and this will spread like wildfire. So, the best thing you can do is to nip it in the bud.
4. Use The Proper Tools
If you’re serious about online reviews and ratings, you should get a subscription to one of the top review management tools. You can use this software in a plethora of ways. Most notably, it allows you to monitor all the online mentions, so you know when someone is badmouthing you.
PR tools are especially great for larger companies. You can use them to generate reviews and perform other actions in bulk. In that sense, they will save you a lot of time while ensuring you’re always on top of things.
5. Learn More About Social Media
If you wish to have good reviews, you should also invest in social media. Loyal fans of your products and services are less likely to leave negative reviews. Furthermore, they are more likely to come to your aid if things go sideways.
Over time, all these people become brand ambassadors without even realizing it. If you provide a good enough experience, they will share their positive sentiment on the web. However, for this to happen, you need to have a direct line of communication with them via social media so they become invested enough.
6. Hire An Influencer: Manage Online Reviews
Hiring an influencer is an excellent way to boost your online reviews. Not only will this person drive traffic to your site, but they can also encourage others to leave positive reviews.
However, before going with this approach, make sure that your product or service is good enough for this kind of exposure. If you’re still in the early developmental phases, mass marketing campaigns such as this can have a horrible impact on your brand.
7. Hire A PR Company: Manage Online Reviews
Depending on the size of your enterprise, you might also want to hire a PR company regardless. As previously mentioned, these guys can do everything at the top level, so you never have to think about severe online backlash. They can also persuade previous clients to leave positive reviews, thus boosting your marketing.