Positive Reviews Need Responses, Too: The Ultimate Cheat Sheet
A good or bad reputation can mean the difference between a business thriving and expanding, or closing their doors for good.
Digitally, a business’s reputation is often controlled by customers using online review platforms like Yelp, Google and Facebook to describe the quality of their business publicly — good, bad, and downright ugly.
The Good News for People Who Love Good News
Online reviews can be easily monitored and managed, a super power businesses owners can put to good use by responding in a timely and effective manner. If you haven’t seen our guide on how to respond to negative reviews, head there right after you read and share this post!
And while we’re on the topic of negative reviews, it’s true – the negative reviews often get this most attention. If you have more than one child, do you spend all your time cracking down on the cranky, ornery child? Clearly no! Positive reinforcement is something we all look for (subconsciously) because it does exactly what it says! It reinforces — positively.
It’s not only important to respond to positive reviews (to thank customers for taking the time to review your business) it’s an actionable marketing tactic that can often go unnoticed. One thing that responding to positive reviews does? It encourages others to review your business.
With 92% of consumers reading reviews online, businesses can’t afford to sit on the sidelines. An effective response will help ensure that a happy first time customer becomes a regular, and 70% of complaining customers will come back if you resolve the complaint in their favor.
The first step is engaging with them.
4 Simple Steps To Responding to Positive Reviews Effectively
True story: it’s simple. Thank the customer, name drop, promote and tell the customer what to do!
Say thank you and be specific: No one would let a compliment pass them by in real life. Apply that same principle to a review response! And make sure to reiterate your customer’s compliment. This lets the customer know that a real person took time out of their day to acknowledge them, and that feels good.
Use the business name and keywords: Don’t miss out on the opportunity to drive your business up in search results—positive reviews work wonders in search. Referring to your business name, location and category (restaurant, coffee shop, hotel, etc.) helps index that review online.
Market, market, market: Is your business famous for a certain secret sauce? Are you having a promotion next month? A review response is a great place to get the good word out.
Give your customer a task: Not as scary as it sounds. Invite them to try something different the next time they visit, or bring a friend!
As you can see, there’s a ton of potential hidden in a positive review response. Instead of one advertisement to rule them all, each review is an opportunity to sell your business — without spending any more marketing dollars!
Let’s face it — people are social animals and people are strongly influenced by the experiences of others. Google will tell you too: During the customer journey, if the ‘reputation’ factor in a customer’s decision process is on the up-and-up, they’re much more likely to convert.
On the contrary, if the ‘reputation’ piece to the conversion puzzle isn’t strong, consumers often jump straight to the next competitor in line; reviews and reputation problems or not!