Our reviews management is a tool used by publicists and PR professionals to address both positive and negative reverberations of any kind of publicity. In the age of online consumerism, it’s more important than ever to be able to recognize how consumer sentiment is shifting and how you can best respond. Here's a more detailed look into the topic:
Create an Online Presence
Having an online presence is the first step in public relations reviews management. Make sure your clients have social media accounts that are regularly being monitored for feedback from customers or clients. Developing a content plan that includes engaging with fans or consumers is essential for building trust and establishing credibility. Have them list all of their business contact details so customers can easily access information about their company when needed.
Identify Negative Reviews & Analyze Sentiment
Monitor all platform mentions and comments on articles about your client or company frequently on a daily basis in order to identify any negative reviews. It's important to analyze customer sentiment regarding your client’s brand in order to shape the response from your end properly.
Respond Appropriately & Quickly
When responding to negative reviews, always take into account the feeling behind each review and try to address it appropriately while being polite, respectful and courteous. Take note too of how quickly you respond because a delayed response may give off the impression that your organization was neglectful or uninterested in resolving complaints, which could further worsen public opinion about your client or company even more.
Encourage Positive Conversations & Extend Gratitude for Feedback
Focus your efforts not just on responding to negative feedback but also increasing positive conversations by encouraging loyal customers to leave feedback or start discussions as well. This will help – but only if they are genuine interactions between customers and not ones planted by the organization itself – so it’s important not to force conversations either way on social media platforms. Additionally, extend gratitude whenever possible for any type of feedback received regardless of whether it is good or bad as a sign of appreciation towards constructive criticism given by consumers on behalf of your client or company that makes up part of this process as well.