What is review management?
Review management is the strategy of responding to customer feedback left online about your company and products. Customer feedback is often one of the most valuable signals for companies about whether they're meeting their customers' needs.
Review management differs from reputation management because it focuses on reviewing specific comments rather than overall impressions of your brand. You want to ensure you respond to each comment and address concerns, even if those concerns are not related directly to your products or services. Customer satisfaction is the first goal to reach.
Many online reviews like Google reviews include ratings, text reviews, images, videos, and social media mentions. Each type of online review requires a different approach to review management. For example, you might want to focus on rating reviews since they carry more weight than others. On the flip side, you could ignore ratings and focus on addressing text reviews.
You might also want to monitor reviews across multiple sites, such as Yelp, Facebook, Google, and Amazon. As mentioned above, a single negative review can damage your business, so it makes sense to take action immediately. However, you don't necessarily need to respond to every negative review; you need to identify and delete fake reviews.
Review management is when you manage reviews for your business.
Consumers have a lot of influence over businesses when deciding whether to leave a positive or negative online rating.
It can be overwhelming to manage all the review requests you receive from the different websites your brand appears on, but it's not impossible.
However, if you're looking for more than just a tool that helps you manage your reviews, we recommend our reviews management platform.
How does review management work?
If you respond to negative reviews, you need to monitor them to know when they happen and which ones are fake. You can then use that knowledge to craft an appropriate response.
Regardless of your business' size, it would help if you always practiced reviewing your content and deleting fake reviews. You may want to consider using different strategies depending on your business needs.
Reputational management is different from review management.
Review Management vs. Reputation Management
Reputational management ensures that perceptions of your brand are positive and takes strategic actions to improve them if they're not. Reviews significantly impact how people perceive your business and their opinions of it. Therefore, reviews management is an integral part of reputational management.
Reputation management involves monitoring social networks, optimizing your Google My Business profile, reviews, and local business listings, in addition to review sites.
Review management helps you manage reviews better.
As a result, you'll get a clearer picture of how customers feel about your business. This will help you determine where you need to improve and what changes you need to make to keep customers happy.
The benefits of review management include increased customer satisfaction and improved employees.
82% of consumers read reviews for local small businesses (social proof), so managing your online presence is essential. A review management strategy gives you control over the information that appears when someone searches for your brand. This includes both positive and negative reviews, allowing you to understand what you are saying about your business online and act accordingly.
Reviews can be good or bad, depending on the consumer's experience with your business. Consumers who read a negative review might stop trusting your brand altogether. However, consumers could become loyal fans if they read a positive review.
A review management strategy ensures that only genuine reviews appear in response to specific keywords, helping you build trust within your target audience. You can also use this data to understand what is being talked about in your business and improve your marketing efforts.
Furthermore, nine out of every ten consumers read online reviews before making a purchase decision. If you ignore the websites that talk about your company, you could miss out on potential sales.
Having a review management strategy lets you quickly address issues when they arise. When a negative review pops up, you can immediately contact the reviewer to ask why they left feedback. Or, if there is a pattern of complaints against a particular person, you can block them from posting again.
Finally, a review management strategy helps you avoid damaging situations when you quickly identify negative reviews and act accordingly before the situation gets out of hand.
Here are some tips for successful review management.
1. You must identify key review sites to target.
Identifying which websites are good sources of reviews is one of the most important things you need to do for successful referral marketing.
- Most important and influential for your business,
- Most relevant to your business,
- Consumers will determine where they will buy something based on what you offer them.
It doesn't matter which site you use to manage your online reputation; however, you should know what others say about you. If your websites don't heavily influence your business, you might want to look into another one.
2. Claim your business on Google My Business and top review websites.
To ensure that you control your business listing, you must first register it with Google and Yelp. However, there are different ways to go about doing so. Here's a guide on how you can get started.
If you want people to see your reviews, you'll need to make sure that your business appears on the review sites that matter most to you. This might mean claiming your business on the review site or signing up for third-party tools like Google My Business or YELP Local Listings. You can sign up for both free or pay for premium accounts.
Google My Business lets you control what information appears on your listing, including photos, hours of operation, contact info, and even maps. You can add multiple locations, edit your address, upload photos, and set your phone number.
Yelp offers similar features, letting you customize your profile, add/edit listings, and view analytics reports. However, unlike Google My Business, you cannot upload photos directly to Yelp. Instead, you must submit images separately via email. You can also link your Facebook account to your Yelp profile, allowing you to post to both platforms simultaneously.
3. Create a review strategy.
Once you've identified which sites you're going after, set up a system for managing reviews. You need to be able to systematically handle customer complaints so that you don't lose business due to negative feedback.
Consider these questions when developing your growth hacking strategies:
- How often will you check each website?
- Who will be reviewing each website?
- What reviews will you read? Which ones won't you read?
How often would you check for new reviews?
You should choose people who already know your company well and understand how to communicate with customers.
It would help if you were focusing on people who have the most excellent chance of becoming positive for your business, whether they're positive or negative.
In addition, you want to avoid reading reviews from people who aren't likely to provide you with any value. For example, if someone has never bought anything from you, their opinion probably doesn't matter much.
4. Fake review requests are easy to spot. Just look for them.
Some people won't be happy with your service, but seeing pessimistic feedback lets you know where you need to improve.
You don't have many reviews online if you run a small business. But that doesn't mean that customers won't leave negative feedback about your products or services. Some people might even post fake reviews. If you're looking to improve your reputation among potential customers, here are four tips to help you do that.
- Use a third-party tool like Reputation Defenders to check out reviews posted about your business. RReputation Defenders Reviews is a platform that lets you quickly sift through hundreds of reviews written about your business. You'll be able to quickly scan through positive and negative reviews and sort them into categories such as "customer support," "product quality," and "prices." This way, you can make sure that you're addressing common complaints and issues that customers have had with your business.
- Check out your Google My Business listing. Google My Business is a fantastic help in learning what customers think about your business. You can use it to view customer ratings, read comments left by previous visitors, and access photos taken by customers. To view reviews, type in your business name in the search bar. Then scroll down and select Reviews.
- Look for patterns in reviews. The best way to spot fake reviews is to look for patterns in reviews. For example, if someone posts multiple reviews in one day, there's a strong chance that those reviews are fake. Also, if a reviewer posts a negative review, a follow-up review could indicate that the original comment wasn't genuine.
5. You can leverage a good review management platform.
Review management software helps businesses manage and monitor online reviews. Reviews are one of the most critical signals about a brand because they help people form opinions about products and services. Consumers trust what their friends say about brands just as much as they do what experts say. Research indicates that consumers trust peer recommendations more than expert ones.
A recent survey conducted by the American Marketing Association found that 92% of respondents agree that consumer reviews influence purchase decisions. This makes it critical for companies to understand how reviews impact their bottom line and where they stand compared to competitors.
The good news is that there are many options for managing reviews, including manual processes, self-service tools, and third-party platforms like Yelp and TripAdvisor. However, each tool offers different features and capabilities. Some offer integration with social media, while others allow you to import data directly into CRM systems. Others provide analytical insights about your reviews, while others give you real-time visibility into what's happening across the web.
When choosing a review management platform, consider the following factors:
1. Control - How easy is it to control the flow of reviews into the online review management software? Can you set up rules based on specific criteria such as keywords, product categories, or demographic information? Do you want to see every single review or just those written by verified accounts?
2. Security - Is it safe to store credit card numbers, passwords, or personal information? What level of encryption does the software employ? Are there security breaches reported regularly?
3. Analytics - Does the online review management software offer analytics reports showing trends and review patterns? If so, how detailed are these reports?
Online review collection and monitoring isn't just about gathering and managing reviews; it's about having a plan to respond to negative reviews, engage with positive ones, and leverage them as part of your overall marketing strategy. Start by asking yourself:
- What's my goal here?
- How am I going to collect reviews?
- How am I going to handle negative reviews?
- How am I going to respond to positive reviews?
- How am I going to leverage reviews?
- How am I going to track reviews?
November 16, 2022