Monitoring social networks for customer reviews enables your business to develop customer relationships, which can enhance your business’s reputation and value. Customer reviews require an immediate need to respond, particularly when working toward preventing negative reviews from influencing potential customers.
To monitor and identify customer reviews, the use of a review monitoring tool that enables you to acknowledge positive reviewers and perform conflict resolution for negative reviews is a worthwhile expenditure. When a customer posts a review, that review has the potential to spread to a larger audience. There are services including Bazaar Voice and Yelp that help with monitoring customer reviews. You should use these review monitoring tools for proactive crisis management and conflict resolution for negative reviews, and to acknowledge and share positive reviews.
Reputation management is an essential aspect of marketing, and the posted opinions of your customers on social media, and how your business connects with those customers, aids in generating brand awareness and marketing success. You cannot control customer reviews. Consequently, it is imperative that you continually monitor and manage social networks. To help maintain the reputation of your business, an automated system can be used to e-mail noted positive reviewers and request that they post reviews on multiple social media networks to increase the exposure of these positive reviews. You should also consider offering special status, VIP sales, unique merchandising promos, or other perks to these select individuals to retain their interest in championing your business within their social sphere.
In response to determining the management of customer reviews, you should not ignore the opinions of customers. Reviews are free pathways for gaining insights into customers’ perspectives compared to incentives, surveys, and focus groups. Unlike positive reviews, negative reviews have a greater likelihood of generating negative emotions and business perceptions. Reputation managers should have crisis management training for comprehending the proper steps for knowing how to de-escalate emotional situations that drive to the heart of the customer’s issues without the manager being emotionally invested. No matter the ranking or quality of the review, you should listen to the concerns of the reviewer, address the issues, and prevent customer dissatisfaction from happening in the future. When customers write reviews, particularly negative reviews, they expect a response from your business. Acknowledging customer reviews could benefit your marketing strategy by gaining insights into unforeseen problems within your business.
Dr. Elijah Clark (December 26, 2020). Reviews and Reputation Management [Web log post]. Retrieved from https://elijahclark.com/reviews-reputation-management/