Online Review Management Basics
When businesses follow online review management basics & best practices, it can result in a positive online reputation & help prospects decide to become customers. Positive online reviews help you get noticed, build credibility, and lead to more sales.
DID YOU KNOW:
Consumers are willing to spend 31% more with on a business, product, or service with excellent reviews. – Source: Qualtrics.com
What Is Online Review Management?
Online review management involves the process of soliciting reviews for your company, product, or service to enhance your reputation on the internet. The second phase of online review management is to monitor review status, promote positive reviews, and address negative reviews that could damage your brand with customer outreach.
How To Solicit Reviews
There are many strategies for soliciting reviews of your products or services. The most common solicitation strategies include:
- Direct review solicitations by email
- Review link on your website
Top Online Review Platforms
There are many review platforms, and you can seek reviews on just one platform of choice, or many – depending on how much time you have for actually managing online reviews & your online reputation.
Review Management Tip:
If your time is limited, choose 1 platform for soliciting & posting online reviews
The top general review platforms include:
- Amazon
- Google My Business reviews
- Yahoo
- Better Business Bureau
- Facebook reviews
- Yelp
There are other specialty review platforms for specific types of products in specific industries. For example, if you’re running a software company, one of the top review platforms for software is Capterra.com. Capterra is an offshoot of the Gartner Group – a well-respected industry analyst firm that operates worldwide. Capterra has a huge array of categories for different types of software, and you can get general information about companies offering software, learn about pricing, read customer reviews, and look at comparisons of the software to other options in the market.
Review Management Tip:
Start with a general review platform first,
and if there’s a speciality review platform for your industry, pursue that as you have time.
How To Handle Negative Reviews
The best way to manage negative reviews is to prevent them. A great example of this is how the Tender Touch Animal Hospital in Denver, Colorado handles their reviews, i.e., they provide links to 2 review platforms. They also provide a link directly back to the animal hospital for people who have a beef or concern.
The only caveat to this strategy is that you must address customer concerns in a timely, respectful, and fair fashion – or the disgruntled customer will post a negative review.When you pursue online review management basics & best practices, you’ll be helping your business thrive & grow.
Need help developing and/or maintaining an online review program? Contact DeWinter Marketing & PR to help.
