A lot can be said about how important online reviews are for your business. Reviews affect your local SEO, online visibility, and the customer’s overall perception of your business. While it is well-known that the number of online reviews and your overall star rating are important, what a lot of businesses don’t realize is the importance of actively managing the review process. Don’t believe us? Here are three reasons why you should actively monitor reviews instead of just collecting them.
Monitor reviews to increase consumer confidence
When online reviews about your business start coming in, whether good or bad, they affect customer perception about your business. Nowadays most consumers conduct online research before making a purchase, so the contents of your reviews are important.
For example, if someone leaves a good review and says how much they loved doing business with your company, you should respond with a thank you. This shows you care about them and appreciate their business. On the other hand, when someone leaves a negative review, you should respond by trying to resolve whatever problem they had. This will show potential customers that you are a business that cares about the experience you provide.
Keep little problems from becoming big ones
No matter how hard you try, you won’t be able to make all of your customers happy. Even businesses with the best customer service still have unhappy customers from time-to-time. Sometimes these customers leave bad reviews, but if you are monitoring reviews online you will be able to fix problems before they become large.
Not responding to negative reviews affects more than just that customer. If potential customers see an unresolved negative review, it could push them to your competition. However, if you responded to that person in a timely manner, leaving them a personalized response, you could completely reverse the situation. Giving a simple apology and offering to fix their problem and amend the situation can go a long way. In some cases, the customer might even go back and change their review or at the very least future customers will see that you made a good-faith effort to do the right thing.
Use feedback to improve customer experience
Good businesses are constantly trying to improve their customer experience. Whether that means completely overhauling the experience or fine tuning an already effective system, good businesses are always looking to improve. One huge reason to actively monitor reviews is that they provide you with real-time feedback, which helps you keep tabs on your customer experience.
The more reviews you have coming in, the more accurate a picture you will have about how well your business is performing. You can even use online reviews to motivate employees. Everyone likes to hear that they are doing a good job. If your employees know that your customers are likely to leave a review, chances are they are going to try a little harder to give that customer a good experience.
Actively monitor reviews with Podium
Request a demo to see how Podium’s cloud-based solution can help you use text messages to invite all of your customers to review your business. Podium’s efficient, mobile process can help your business build a strong online presence on the sites that matter most. This will, in turn, improve local SEO and ultimately boost revenues.