Steps for Creating an Effective Online Review Management System
The following are the steps for creating a consistent system for managing your online reputation.
Invite customers to write online reviews
Determine the best time in your sales process to ask for reviews. This will vary, depending on the nature of your business and how/where you make sales. In some cases, it will be appropriate to ask for feedback at the time of the sale. In other cases, it’s better to wait for a pre-determined period of time before making the request.
Monitor platforms for new reviews
There are myriad platforms that facilitate online ratings and reviews. Select the ones that are apporpriate for your business and monitor them for new reviews. Enable notifications so that news of new reviews end up in your email and/or SMS inboxes.
Respond to all reviews in a timely manner
An inadequate response protocol can leave readers questioning the professionalism of your business practices and validity of good reviews. Your responses are less for the reviewer than all of the readers of said reviews. To this end, it’s critical to respond to all reviews, nto just positive ones. In the case of negative reviews, be brief, be professional, and respond once.
Showcase new reviews
Leverage the undeniable power of user-generated content by posting it on your website, on social channels, in email campaigns, and in printed collateral.
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