When it comes to local marketing, few things are as important as a brand's online reputation. Your reputation, after all, is how your customer base perceives you.
And the strongest way to gain a reputation, be it positive or negative, is through online reviews. Fortunately, reviews are a win-win for customer and business owner alike.
Customers love getting the chance to express their opinion and have a platform, and reviews are a great means for businesses to boost their local search rankings.
Since reviews are a staple of the modern marketing plan, it makes sense that you'd need to pay close attention to what your customers are saying.
But do you need to respond to all online reviews or just a few? Here are the pros and cons of both sides of the argument.
The Case For Responding To All Online Reviews
Let's begin by looking at a few reasons why you may want to respond to every review that comes your way.
If nothing else, reviews are a great way to get feedback from your audience. You can learn a lot about what your customers like and dislike about your business by reading a well-written review.
Furthermore, addressing a review shows that you care what the customer has to say. It lets the public know that you're keeping an eye on your reputation and taking their opinions to heart.
Responding to reviews can also provide an opportunity to win back an upset customer. Addressing a concern and offering to make it right goes a surprisingly long way.
Doing so takes time and a great deal of it. That's time that may be better spent focusing on other aspects of your reputation management.
The Solution: Find A Balance
This brings us back to our original question: should you respond to all reviews? Well, no. Doing so simply takes too much time and isn't necessarily worth the effort.
With that said, it's crucial that you make an effort to satisfy an upset customer who had a negative experience with your business.
A good rule of thumb is to respond to all negative reviews, half of all middling reviews, and a select few positive reviews.
The Case Against Responding To All Online Reviews
Not every angry customer necessarily wants to be won back. Some are just looking for a place to vent, with your business as the unfortunate recipient.
In that case, responding the negative review may actually do more harm than good, as the customer may perceive your response as an absolvement of any wrongdoing on your part.
Aside from basic damage control, it's also worth pointing out how much time responding to online reviews can take. You want to be thorough with your responses, so you'll likely need to craft a well-written, thought-out response.
Generate More Reviews For Your Business
Are you looking to boost your brand's visibility? Be sure to reach out and ask how iWerx Connect can help put your brand in the spotlight.
Get in touch and tell us a bit more about your business. In no time at all, we'll craft a great strategy to deliver the results you deserve.