He Said, She Said: How to Manage Online Customer Reviews

Written by: Lauren McKinney

Trying to walk the fine line of managing your business’ online presence when people can leave feedback online in a matter of seconds? We’ve got some five-star advice for you! In today’s digital age, online customer reviews have become an integral part of a business and their online reputation. Platforms like Google, Yelp, TripAdvisor, and social media sites mean opinions can be quickly opined (and then posted), giving customers a powerful voice that can influence potential buyers, both positively and negatively. And it’s not a small factor: A 2021 study by Bizrate Insights reports that nearly 50% of all consumers read at least four reviews before deciding on a business to support or what to purchase.

As a savvy business owner, you must not only value these online reviews but also learn how to effectively manage and respond to them. Welcome to “He Said, She Said,” your go-to guide on addressing, responding to, and managing online reviews to bolster your brand’s reputation.

The Power of Online Customer Reviews

This isn’t our first rodeo — last year, we laid out some strategies on how to encourage your clients or guests to leave positive feedback for your business. The marketing masters at Madison+Main know – it’s essential to understand the significance of these virtual testimonials. Online reviews serve as modern-day word-of-mouth advertising, allowing customers to share their experiences and opinions with a global audience. Positive reviews can attract new customers, while negative reviews can raise concerns. Embracing the power of reviews and harnessing them to your advantage can lead to increased customer trust, loyalty, and, of course, revenue.

Addressing Negative Reviews

Negative reviews are inevitable, but they don’t have to be detrimental. They can actually be valuable opportunities for growth and improvement — and brand engagement. Here’s how to address them effectively:

Stay Calm and Objective: It’s natural to feel defensive, but responding in anger or frustration will only worsen the situation. Take a step back, read the review objectively, and approach it as a chance to learn.

Acknowledge the Issue: Show empathy by acknowledging the customer’s experience. A simple “We’re sorry to hear about your experience” can go a long way in conveying that you value their — and all customers’ — feedback.

Offer a Solution: If appropriate, provide a solution or ask the customer to reach out privately to resolve the issue. This demonstrates your commitment to rectifying the situation.

Take the Conversation Offline: Publicly addressing negative reviews is important, but resolving the issue behind the scenes can prevent a back-and-forth that may escalate the situation.

Responding to Positive Reviews

Positive reviews deserve more than just a “thank you.” Make sure your customers know how much you genuinely appreciate their support:

Express Gratitude: Always start with a sincere “thank you” for the customer’s positive feedback. Personalize every response to make it genuine.

Highlight Specifics: Refer to specific details from the review to show that you’ve read and appreciated their input.

Promote Loyalty: Encourage future engagement by inviting the customer to return or try new offerings. This can foster a sense of loyalty and repeat business.

Managing Your Online Reputation

Consistency is key when it comes to managing your online reputation. Follow these steps to keep your brand image positive and trustworthy:

Monitor Regularly: Stay on top of your online reviews by monitoring various platforms. Set up alerts to receive notifications whenever a new review is posted.

Respond Promptly: Whether the review is positive or negative, timely responses show your commitment to customer satisfaction.

Stay Professional: Maintain a professional tone in all interactions. Remember, potential customers are watching how you handle feedback.

Learn and Adapt: Analyze the feedback received and use it to make meaningful changes within your business. Continuous improvement is the key to long-term success.

In the digital realm, online customer reviews wield tremendous influence over consumer decisions. As a business owner, you have the power to shape these reviews into tools that elevate your brand and customer relationships. By addressing negative feedback, responding to positive endorsements, and consistently managing your online reputation, you can create a narrative that resonates positively with your target audience. Embrace the “He Said, She Said” approach and watch your online reviews become a driving force behind your business’s success.

If you’re ready to work with the team that can help you develop your online presence and handle feedback pitch-perfectly, you’re ready for Madison+Main! Get in touch online — or via the old fashioned phone call at (877) 623-6246! We’re certain you’ll leave us a good review. #BoldBrandsWin