If you own a business, you have probably realized that online reviews of your company, products or services are everywhere on the Internet. Sites like Angie’s List, TripAdvisor and Yelp allow customers to share their opinions on and experiences with your company, whether good or bad.
As a business, it’s important that you realize that reviews of your company can be found on these sites whether or not you signed your business up, so in order to protect your company’s image, you need to manage these online reviews.
Some companies don’t realize that online reviews can both help and hurt their business, and in order to make sure that online reviews are working for you and not against you, you need to use the following tips to manage online reviews.
1. Create a business page for your company.
The first thing you need to do is create a page on popular review sites for your business. When you create your page, you have the ability to create the content that is placed on the page, and you can make sure that everything is accurate and that your customers are provided with the right information. This allows you to put your accurate contact information, put your right hours of operation and include any other relevant information.
If you don’t take the time to create these pages, your customers can create them for you. If you leave this task in the hands of your customers, you may find a page about your company that doesn’t have the right information, and the wrong information means that you can be losing business. Most online review sites allow you to create your company page for free, so you don’t have to try and include it in your budget.
2. Invest in review tracking.
The best way to manage what is being said about your company on these websites is to use the help of a review tracking companies. These type of companies will alert you any time a new review has been posted about your business. This way, you don’t have to waste your time scouring the sites every day to see if something new has appeared.
3. Designate a review management team.
It’s a good idea to designate a certain group of employees to be in charge of your online reviews. When you’re alerted to a new review, have this team responsible for responding and keeping track of the items mentioned. For example, if this team notices that a large group of reviews discuss bad customer service experience, this team can make note of it and make your employees aware that your company needs to make some changes. This team can also reach out to customers who left bad reviews to try and make it right. By fixing a negative review, you can change the mindset of an unhappy customer. Plus, when you respond to negative reviews, it shows other customers who come across the review that you take these matters seriously and want to resolve any issues. If you let the review sit there unanswered, it leaves your review page open for more negativity.
4. Don’t ignore positive reviews.
When a customer leaves a great review for your business, thank them. It’s the least you can do for them helping your business. If you can, you should try and offer them something else for their generosity. Provide them with a coupon for a discount off their next purchase or give them something for free. Not only will this make you stand out even more in their eyes, but it will help keep them loyal to your brand.
5. Follow the rules.
Each online review site has their own list of rules that businesses need to follow. Make sure that you read and follow the rules for each review site that your business is a part of. Following the rules will ensure that your company’s information remains posted and that any responses you post to a customer’s review is published.
Managing online reviews is essential to the success of your business. Make sure you follow these tips to help your business use online review sites to your advantage, and for more help, enlist the help of an online review tracking company.