Great Tips for Managing Online Customer Reviews

Word of mouth was a valuable asset for any business. However, much of this has moved to the digital domain in the form of online customer reviews. A consumer survey shows that online reviews influence 91% of customers between 18 to 34 years. Further, consumers require a business to have at least 40 online reviews before they believe its average star rating.

Clearly, businesses cannot ignore online reviews. Let’s check out some handy dos and don’ts for managing online customer reviews.

Do Track Your Reviews

You should track online customer reviews whenever and wherever they appear. Sign up on sites that will send you notifications, or do a quick search on your social media.

You can also employ agencies that assess reviews. These steps will help you know whether you have a positive or negative image in the marketplace.

Do Thank Positive Reviewers

If a customer takes the effort to appreciate your work online, you should express thanks with a short note of acknowledgment. Avoid answering such reviews with links to ads, or requests to join mailing lists. The reply should be heartfelt and simple.

You can also provide helpful news related to the comment, if any. This lets your customers know that your company is responsive.

Don’t Ignore Negative Reviews

Some reviews are best ignored, especially if they display clear bias. If you suspect fake online customer reviews, it’s best to report them. Understand the customer’s point of view and try to assess what could have caused a negative response.

Your reply should always be polite. Assure them that their concerns are being looked into. If possible, you can give them the steps towards a resolution. This will show customers that your business can be trusted and relied upon.

Managing online customer reviews is important for the success of your business. Want to learn more about business risks and how you can ensure a risk-free future for your business? Contact the experts at Miller Carlisle Insurance Services. Our dedicated team is eager to assist you with all your business insurance needs today.