Review sites and social media pages have quickly become some of the most influential and authoritative research tools while searching online. According to a recent study by BIA Kelsey, 97% of consumers find information about local businesses on the web, and 70% of those people form their perceptions of those businesses based on what the online reviews say.
In short, if you’re a business owner, your online reputation management needs to be up to snuff in order to compete in the online world that we live in. Are you ready to get started? Check out D3’s ultimate guide to comment and review management, and be sure that your business is on the right track!
Managing Online Reviews Effectively
Strengthen the reputation of your business by finding online reviews from Google My Business, Yelp, Trip Advisor, Facebook, and more. What customers say about your business online goes a long way in shaping other’s buying decisions. When leveraged, one great review can provide a ton of marketing power. On the flip side, one bad review has the potential to undermine the good. Follow these 4 important tips from the online reputation management gurus at D3 to effectively manage your online reviews!
1. Know How to Respond: The best thing that you can do for your brand is to be polite during all online exchanges. Trading blows with an upset reviewer is a recipe for disaster. Instead, be polite and offer a solution. If possible, offer privacy by taking your conversation to direct messages, or, by connecting with your customer offline to rectify their situation. An offer, refund, or even just acknowledgment can transform a disgruntled customer into a brand advocate.
Check out how T-Mobile USA provided great customer care when responding to a Twitter user with a billing issue! Instead of going back and forth using 280-characters or less, the company escalated the customer’s issue to chat- providing quick help and taking the conversation off Twitter.
2. Respond Quickly: Responding promptly to reviews, whether they’re negative or positive, shows customers that you’re attentive, and let’s potential clientele know that you care about their experience with your business. For reference, 80% of customers expect a business to respond to their social media posts within 24-hours. Facebook also scores you based on how fast you respond and this information is public on your page! Strive for a 100% response rate with a low response time to add to your credibility.
3. Keep Reviews Up to Date: Fresh reviews are essential for a healthy business. In addition to strengthening your brand’s online presence, current product ratings can directly impact sales conversions. In fact, 63% of consumers say that they’re more likely to buy from a site with up to date product ratings. Encourage your customers to leave reviews by sending them follow-ups or offering quick email surveys after they’ve received your product/service.
4. Call for Back-Up: Running a business is hard work; take something off your plate by enlisting a team to take care of your brand reputation! At D3, our team of experts offers brand reputation management services! We monitor online mentions and reviews and provide strategic public relations guidance to preserve your brand’s reputation.
Now that you know how to respond to reviews online, it’s time to elevate your online brand management, and tackle the world of social media comments!
The Importance of Managing Comments on Social Media
Social media is a two-way platform for communicating with your current and potential customers! Engaging with your audience via comments is an excellent way of making a lasting connection with your target market, and providing great customer service to your happy (as well as your unhappy) customers can have lasting effects.
The key to responding to social media comments is to maintain a professional approach and retain a social voice that is in line with your brand’s persona. The aim should be to sound personable and approachable while resolving issues or answering questions. Consistent and positive responses will get you the most productive reaction from your audience.
Responding to comments on social media can boost your business and your brand and it’s best to respond as quickly as possible to all comments. When dealing with an unsatisfied customer, delays can only make matters worse. A simple acknowledgment of “We’re sorry about your experience, our team is looking into this for you and will be reaching out” can go far if you’re not quite prepared to respond when you see the message.
In addition to gaining happy customers, listening to what your customers have to say via social media can sometimes help you identify gaps in your products and services, which you may not have otherwise noticed!
Best Practices for Direct Messaging
Customer experience is often the key differentiating factor for brands. With direct messaging, companies are able to offer memorable and convenient service to customers, but remember to message with care! Avoid sending promotional messages and respond quickly. Direct messaging is all about real-time communication! Your customers will expect a quick response, even if they’re automatically generated through chatbots. Don’t forget that your Facebook Page’s response rate and response time measure how quickly and consistently you respond to messages. Help your brand credibility by achieving a “Very responsive to messages” badge on your page.
Direct messaging is a powerful tool for building relationships with your customers as they are private, intimate, and personalized. So, utilize your direct messages to give your conversations a personal touch by using the customer’s name and be sure to address their issues with care.
These direct messaging strategies are also an effective way to respond to negative reviews. When you handle negative comments on your social media in the privacy of your DMs, you reduce potential damage done to your brand reputation by solving problems quickly.
Are you ready to boost your engagement and earn some more satisfied customers? Contact the brand reputation specialists at D3 for more information on how you can increase your engagement and ratings.