Review management: how to manage your customer reviews?
Posted: Sat Dec 28, 2024 5:29 am
Ah, customer reviews ! A vast subject, sometimes full of pitfalls, but essential for the development of your turnover. Indeed, customer reviews represent a significant part of a brand's e-reputation and greatly influence the drive to store of a network of points of sale.
Additionally, they are trusted by prospects: 88% of consumers trust online customer reviews as much as personal recommendations 1 .
Today, let’s discover how to manage your russia phone number library customer reviews using review management .
1. What is review management?
2. Collect customer reviews to boost your e-reputation
3. Respond to customer reviews using review management
Conclusion
What is review management?
1. What is review management?
First of all, what is review management ? Quite simply, it is an anglicism equivalent to " customer review management ". Review management represents the strategy implemented to manage the customer reviews of a company or a network of points of sale.
It involves different aspects such as collecting customer reviews , responding to and analyzing comments. Review management allows you to control your reputation, which still represents more than 25% of a company's market value 2 .
In addition, managing customer reviews helps to boost your local SEO by up to 16% of your ranking in Google 3 .
collect customer reviews review management
2. Collect customer reviews to boost your e-reputation
The first step in a customer review management strategy is collecting reviews. Indeed, the more customer reviews you have, the more credible your brand is in the eyes of consumers. Keep in mind that they must also be recent because 86% of Internet users only refer to reviews from the last 3 months 4 .
In addition, 90% of consumers are influenced by positive online customer reviews before making a purchase 5 . The more you work on collecting customer reviews within your review management , the more positive reviews you will have because it is often dissatisfied buyers who leave them themselves. It is therefore essential to seek out good customer reviews.
For effective customer review management , you need to conduct your review management very regularly. Start by systematically sending an email or SMS to collect customer reviews after each visit to the store and you will see your performance increase significantly.
Customer review solutions can also help you deploy your review management. For example, a customer review management platform allows you to share effective customer review collection templates with your points of sale.
email collects customer reviews
Customer review collection email
3. Respond to customer reviews using review management
Respond to positive customer reviews to enhance your online reputation
H3 – Respond to positive customer reviews to enhance your online reputation
Positive customer reviews are pleasant and easily fuel your brand image. However, you should not forget to respond to them to ride the wave of these positive messages.
To begin with, it is important to retain the loyalty of your buyer who has taken the time to leave you a review. This allows you to perfect the customer experience outside the point of sale and until the end of the customer journey.
Then, the goal is to convince other prospects to come to your establishment to enjoy the quality of your products and the friendliness of your staff. And finally, including the response to positive customer reviews in your review management helps to fuel your local SEO.
To respond to your positive customer reviews, we advise you to thank your customer for their message, to personalize your content locally and to encourage them to come back!
example of a positive customer review response
Example of a response to a positive customer review
With some review management platforms , you are alerted as soon as a new message is left and you can automate your responses to 4 or 5 star reviews. A valuable time saver to get closer to 100% responses to your customer reviews and enhance your online reputation !
Responding to negative customer reviews to control your e-reputation
With negative customer reviews , you must be even more vigilant in your responses to optimize your review management . Be aware that these comments are read and detailed under a microscope by Internet users.
Who has never searched for customer reviews on Booking and selected the bad ones first? Consumers want to discover "the worst" and judge for themselves the good faith of the reviews and whether it is acceptable to them. Your answer therefore becomes essential!
Be aware that 95% of French Internet users who read online customer reviews also read the professional's responses 6. By integrating the response to negative customer reviews into your review management, you demonstrate your ability to resolve potential problems and find solutions to satisfy your consumer.
To respond to your negative customer reviews , we advise you to apologize, acknowledge the consumer's issue, and offer a private complaint channel (email or telephone customer service).
example of negative customer review response
Example of a response to a negative customer review
It is by processing ALL your customer reviews that you will have efficient review management which will optimize the e-reputation of your points of sale.
Conclusion
Review management , otherwise known as customer review management , represents an important part of your e-reputation and therefore of the development of your turnover. To manage your customer reviews, you must start by collecting as many as possible and then take the time to respond to all comments, whether positive or negative.
In order to improve the performance of your review management , you can rely on a customer review management platform such as Digitaleo. This customer review solution allows you to group together the collection of customer reviews, responses and receive alerts for new messages. You also have access to local and national analyses and dashboards allowing you to easily manage your review management .
Additionally, they are trusted by prospects: 88% of consumers trust online customer reviews as much as personal recommendations 1 .
Today, let’s discover how to manage your russia phone number library customer reviews using review management .
1. What is review management?
2. Collect customer reviews to boost your e-reputation
3. Respond to customer reviews using review management
Conclusion
What is review management?
1. What is review management?
First of all, what is review management ? Quite simply, it is an anglicism equivalent to " customer review management ". Review management represents the strategy implemented to manage the customer reviews of a company or a network of points of sale.
It involves different aspects such as collecting customer reviews , responding to and analyzing comments. Review management allows you to control your reputation, which still represents more than 25% of a company's market value 2 .
In addition, managing customer reviews helps to boost your local SEO by up to 16% of your ranking in Google 3 .
collect customer reviews review management
2. Collect customer reviews to boost your e-reputation
The first step in a customer review management strategy is collecting reviews. Indeed, the more customer reviews you have, the more credible your brand is in the eyes of consumers. Keep in mind that they must also be recent because 86% of Internet users only refer to reviews from the last 3 months 4 .
In addition, 90% of consumers are influenced by positive online customer reviews before making a purchase 5 . The more you work on collecting customer reviews within your review management , the more positive reviews you will have because it is often dissatisfied buyers who leave them themselves. It is therefore essential to seek out good customer reviews.
For effective customer review management , you need to conduct your review management very regularly. Start by systematically sending an email or SMS to collect customer reviews after each visit to the store and you will see your performance increase significantly.
Customer review solutions can also help you deploy your review management. For example, a customer review management platform allows you to share effective customer review collection templates with your points of sale.
email collects customer reviews
Customer review collection email
3. Respond to customer reviews using review management
Respond to positive customer reviews to enhance your online reputation
H3 – Respond to positive customer reviews to enhance your online reputation
Positive customer reviews are pleasant and easily fuel your brand image. However, you should not forget to respond to them to ride the wave of these positive messages.
To begin with, it is important to retain the loyalty of your buyer who has taken the time to leave you a review. This allows you to perfect the customer experience outside the point of sale and until the end of the customer journey.
Then, the goal is to convince other prospects to come to your establishment to enjoy the quality of your products and the friendliness of your staff. And finally, including the response to positive customer reviews in your review management helps to fuel your local SEO.
To respond to your positive customer reviews, we advise you to thank your customer for their message, to personalize your content locally and to encourage them to come back!
example of a positive customer review response
Example of a response to a positive customer review
With some review management platforms , you are alerted as soon as a new message is left and you can automate your responses to 4 or 5 star reviews. A valuable time saver to get closer to 100% responses to your customer reviews and enhance your online reputation !
Responding to negative customer reviews to control your e-reputation
With negative customer reviews , you must be even more vigilant in your responses to optimize your review management . Be aware that these comments are read and detailed under a microscope by Internet users.
Who has never searched for customer reviews on Booking and selected the bad ones first? Consumers want to discover "the worst" and judge for themselves the good faith of the reviews and whether it is acceptable to them. Your answer therefore becomes essential!
Be aware that 95% of French Internet users who read online customer reviews also read the professional's responses 6. By integrating the response to negative customer reviews into your review management, you demonstrate your ability to resolve potential problems and find solutions to satisfy your consumer.
To respond to your negative customer reviews , we advise you to apologize, acknowledge the consumer's issue, and offer a private complaint channel (email or telephone customer service).
example of negative customer review response
Example of a response to a negative customer review
It is by processing ALL your customer reviews that you will have efficient review management which will optimize the e-reputation of your points of sale.
Conclusion
Review management , otherwise known as customer review management , represents an important part of your e-reputation and therefore of the development of your turnover. To manage your customer reviews, you must start by collecting as many as possible and then take the time to respond to all comments, whether positive or negative.
In order to improve the performance of your review management , you can rely on a customer review management platform such as Digitaleo. This customer review solution allows you to group together the collection of customer reviews, responses and receive alerts for new messages. You also have access to local and national analyses and dashboards allowing you to easily manage your review management .