Learning how to properly manage reviews can elevate the way you use feedback to improve the customer experience and boost customer acquisition and retention strategies. With the use of powerful reputation management software, your team can easily manage reviews in a way that addresses consumer concerns while also providing insights that can ensure brand success in the long run, specifically in 3 steps:
- Gather and monitor your online listings
- Create a review response strategy
- Use NLP to get review insights
Manage Reviews Step 1: Gather and Monitor Your Online Listings
The first step for any brand that wants to make an online presence is to claim and manage online listings on sites like Google My Business. With effective local listing management, companies can use these listings to effectively gather online reviews.
If you have listings across multiple business review sites, you can use reputation management software to monitor all of your listings from a central piece of software, but more importantly you can use the platform to easily take stock of your current collection of online reviews from customers.
Manage Reviews Step 2: Create a Review Response Strategy
With your listings and reviews all gathered you can begin the process of efficiently responding to reviews. As a brand, learning how to respond to negative reviews and using positive review response examples as a template is vital to your ongoing customer acquisition and retention plans.
The right reputation management software can make your review response process easy, even if there are multiple users. With the right platform, not only can your team properly triage review responses and address critical pieces of feedback first; they can also create their own review response templates that still have some form of personalization while keeping a uniform brand language. Consumers see reviews as valuable social proof and the way you respond to feedback can be the differentiator when the time comes to make a purchase decision.
Manage Reviews Step 3: Use NLP to Get Review Insights
As your team continues to manage reviews, it’s also vital to use that feedback and gather valuable customer experience analytics via your reputation management software. By using natural language processing, or NLP, you can get a gold mine of data within every single piece of feedback rooted in sentiment analysis.
For instance, a small collection of negative reviews can reveal customer experience analytics that show dissatisfaction of your wait staff. However, another set of reviews can show that customers enjoy the quality of your products and the decor consistent in all locations. With all your reviews in one location, you can see the change in these sentiment trends over time and make the operational changes necessary to solve consumer issues and exceed expectations on their next visit.
Conclusion
Taking these crucial steps to better manage reviews can set your brand apart from the competition and set you up for long-term success. A brand’s online reputation can change over time, but with these moves you can ensure that the company’s digital presence is seen in a positive light that easily attracts and retains customers.
