How To Manage Your Reviews On Multiple Locations
Multi-location business review management systems are one of the most effective ways to increase sales and improve customer service. But they require careful planning and execution. This guide will help you build a successful multi-location brand marketing strategy.
A good review reflects the consumer's impression of their experience and the quality of the business's services. When consumers complete transactions, it helps boost brand awareness, encourage repeat purchases, help companies gain market share, and ultimately help them succeed.
Your customers expect certain things from your company, so you must provide them with precisely what they're looking for. Manage your online reputation by collecting feedback from your customers. With multiple locations, managing your online reputation becomes even more complex.
According to a recent survey conducted by Local Consumer Research, 87 percent of local consumer respondents say they read online reviews before deciding where to shop. Even though this number may seem low, it's important to note that it is significant enough to keep a brand's reputation intact and foster customer loyalty.
Multi-Location Business Models for Review Management
Review management is one of those things that many companies do without thinking about it. But the fact is, most businesses don't manage reviews well. Review management might be worth considering if you're looking for ways to improve your customer experience. There are three main types of multi-location models for review management. Let's take a look at each type and how they work.
There are three main ways to manage customer reviews: A single location, a multi-location business, and a franchised system.
Corporate office's review management
If a company has multiple offices, the first option would be for each location to be responsible for its own review management. In this scenario, the customer service and marketing teams at each location would manage their respective review queues, which would be easy to coordinate and oversee.
One weakness of this approach is that there isn't always an easy way for the company to contact the local office directly. If anything goes wrong during the audit, it may take some time before the problem gets fixed.
Individual location's review management
The second option is for each store to manage its reviews. However, the corporate could decide which stores would be responsible for managing reviews.
The downside here is the potential for dilution of your brand by having some poorly managed reviews. You could end up with 90 percent of your listings with well-managed positive reviews and 10 percent without. Those poorly managed business reviews would still be out there defining your brand.
You need to consider several key steps when building a franchise review strategy.
To determine whether one review system is better than another, answer these questions.
- Who will manage the workflow? If you are a large corporation with hundreds of stores, it may be best to let the management team handle the reviews. A single individual or small group can easily manage multiple store reviews. If your thousands of stores vary significantly from one another, having a designated person in every store is the best option.
- How much power do corporations hold? Including many people in the review, the system can lead to diluted brands. In addition, if the corporate office manages reviews, they should have a clear plan and training for handling them and representing your business vigorously. When review management is done on franchises, they must have a solid plan and training to manage them and present their business.
- When you're ready to build your business, consider friction. You may not know what you'll encounter along the way, but you can prepare yourself for it. Be prepared to deal with bureaucracy. Have a plan in place so that you can respond quickly to issues, offer solutions, and resolve problems.
- It would help if you considered having one person who manages reviews across multiple stores. If your stores are located far apart, having each store handle its reviews makes it more business logical.
- What type of business are you operating? A fashion retailer would likely have similar inventory across all locations, whereas an electronics chain might have different models or sizes in each city. Reviews can vary depending on the local area, so collecting them is essential. Hospitality businesses should focus on reviews specific to their establishments.
Review Sites to Claim Your Business On
If your company has a presence on these websites and portals, they can provide feedback and help people reach out to you faster.
Google My Business
To start receiving reviews from Google My Business / Google Reviews, you must ensure that your Google My Business account is appropriately set up and verified. You then need to mark your location on Google Maps so that people can see where your store is. Finally, you need to verify your Google My Business account. Verifying your account helps keep your listing active and allows you to manage your reviews.
You can manage each business location on its own Facebook profile.
You can use the More button at the top of the main bar and Stores section to view a map of all the locations. You can select any store from the list and see its reviews.
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How to Better Manage Your Multiple Location Reviews
Online reputation management should be comprehensive. Use all possible means to interact with and affect your target audience. Today, there are tools to manage reviews across multiple locations and be all on one page. Here are a few ideas.
Use review management tools.
Review management tools are helping businesses around the world manage and improve their online reputation. These tools help companies collect feedback, encourage current customers to leave reviews more often, and respond promptly to negative reviews. They also make it easy for multiple social media accounts, review sites, and locations to be managed from one single dashboard.
With a few clicks only, your clients will receive complete oversight of their online reputation. You will know what they're saying about you, where they're talking, and how to best address issues.
A good reviews management tool like the Reputation Defenders Reviews Management APP allows companies to gather customer feedback, incentivize current users to provide more reviews and respond quickly to negative reviews.
Reputation defenders's review monitoring tool allows multiple social networks, review websites, and locations from one single dashboard. You will gain complete oversight of your online reputation with just a few clicks. Grow customer satisfaction and increase customer retention by increasing reviews and ratings across the board.
Build a review management strategy
It's essential to monitor brand mentions and respond promptly to negative reviews. Establishing communication with consumers is vital for any business.
A review management strategy is a detailed roadmap for combating the information threat, assessing potential risk factors, and possible solutions for fixing any problems. By doing so, every single store is in sync with different issues.
Create templates & a brand voice guide
If you're looking to build customer relationships, you've got to start somewhere. And what better place to start than with your customers' inboxes? One of the best ways to do this is by creating reply templates. These are prewritten messages you send out to customers on behalf of your organization. They provide consistency across your entire customer base while allowing each store to express itself slightly.
Creating reply templates isn't just about saving time; it helps your brand stand out. When someone sends you a message, you want to ensure that they know exactly how you feel about their inquiry. But if you're constantly sending out different responses to each person, you risk losing your audience. Plus, having multiple people respond to one email thread can also cause confusion. So, so why not save everyone time and effort by creating reply templates?
Here are a few things to consider when creating a template:
- Make sure that you use the correct tone and language.
- You don't want to sound like every employee in your company.
- Include relevant contact numbers, hours, locations, etc.
- Keep it short and sweet.
- Don't forget to include a signature.
- Have fun with it!
Keep the branding consistent.
You can assume that your clients leave quite common complaints and compliments, and you solve a small number of new issues. With these assumptions, you can use a reply template to simplify your workflow and keep your business consistent.
If you create a library of high-quality template responses, you can ensure that clients will get perfect answers from you, even if they ask complex or unusual queries.
You should develop a brand voice guideline if a specific location allows for some autonomy when communicating with clients. It will ensure that every location sounds consistent, representing your brand persona and values.
Analyze business reviews
Analytics is the best way to objectively analyze your business and determine whether your strategy is working.
Using Reputation Defenders Reviews Management's easy-to-use platform, you can measure the metrics that matter by tracking products' interest, trending topics, and common friction points (e.g., "What are people most interested in?"). It helps you understand what works best for your audience to improve your marketing efforts.
Online reviews decide the success or failure of an individual or brand. They affect the public perception of an individual or company, their audience loyalty, and ultimately their profits. Therefore, any individual or company needs to manage its online reviews effectively.
November 16, 2022