Review Management Service

Grow Your Business With Our Review Management Service

The importance of quality review management service for improved brand image and customer growth.

An increasing amount of purchasing occurs online today. According to Statista, by the end of 2020, e-commerce is expected to reach an incredible $419 billion dollars. Then, by 2024, that number will reach nearly $600 billion.

Customers today turn to the internet when they want to find potential products or services to buy. They are finding ways to address their own pain points and find solutions to their own problems, as well.

When customers have a pain point they want to solve, they do not wait for brands to reach out to them. They do not wait for catalogs to show up in their mailboxes or salespeople to ring their doorbell.

Instead, they go online to perform research themselves and see what will best fit their needs. Even among those who plan on making a purchase in person, 82% of smartphone users will still research the product online right before they make the actual purchase.

This means that brands of all sizes must make sure that their organizations have solid, positive representation online. They must carefully cultivate positive reviews so that potential customers walk away with a favorable impression of their brand or product.

Customers can access online reviews from a wide variety of sources. Sites like Yelp exist to cultivate reviews, but customers can also leave them on Google, Facebook, and numerous other sites.

The potential impact of these reviews on the buying process and how customers see the organization means that businesses must pay attention to what customers say. Encouraging positive reviews and knowing what to do when negative reviews occur plays is key in establishing an online reputation.

Online review monitoring and social media management plays an important role in brand awareness and boosting the leads or sales an organization can bring in online. Here is what all businesses should know about how to monitor and nurture positive reviews.

How Can Your Business Cultivate Reviews?

By focusing on the customers’ experience, researching your brand’s competitors, and letting customers know you are active on review sites, your business may gain reviews.

91% of those between the ages of 18 and 34 say that they trust online reviews as much as they trust personal recommendations. Therefore, bringing in positive reviews and encouraging satisfied customers to speak about the organization online remains critically important.

Cultivating positive reviews requires building good relationships with potential customers. As a review management service will tell you, it requires letting them know that their experience and satisfaction matters to the organization.

One study found that 68% of customers would leave a review if asked. Therefore, the important steps become knowing how to create experiences that customers appreciate, and then how to ask them for a review.

Focus On The Customer Experience

The first step to cultivating reviews lies in the experience you create with customers. An incredible 96% of customers report that the customer experience impacts their loyalty to a particular brand.

Creating a positive experience for customers lies in understanding what customers want. Know what matters the most to your customers, including the pain points they want to solve and the obstacles they face.

Build a consistent brand experience for customers, regardless of whether they are online or in person. 69% of customers say they will shop more at businesses that provide this consistent experience.

Do everything you can to create streamlined experiences for customers. Make sure it is easy for them to get answers to their questions and resolve problems that arise during the buying process.

Focus On The Customer Experience

The first step to cultivating reviews lies in the experience you create with customers. An incredible 96% of customers report that the customer experience impacts their loyalty to a particular brand.

Build a consistent brand experience for customers, regardless of whether they are online or in person. 69% of customers say they will shop more at businesses that provide this consistent experience.

Do everything you can to create streamlined experiences for customers. Make sure it is easy for them to get answers to their questions and resolve problems that arise during the buying process.

Monitor Your Brand Compared To The Competition

You’ll want to keep an eye on the competition. Know how others in your niche brand their organizations.

This includes knowing their prices for common products and their main selling points. Monitor how these other organizations perform online.

This will help you better understand how your brand compares to others. In turn, you can use this information to better grasp what customers want to see from your organization.

Use this insight to continue to work to create the best possible experience for customers when they come to your business.

Support Customers Even After They Make A Purchase

Create a positive experience for customers even after they have made a purchase. Once customers buy your product, you want to help them get the most out of their new item or service.

Do not forget that the buyer’s journey does not end with the sale. It continues to help ensure that customers have the best possible experience even after they have purchased, with the hope of turning them into a brand advocate.

Depending upon what you sell, how you provide support for customers after their purchase will vary. Creating some content that helps them better understand all the ways they can use the product, or tips for getting the most out of their purchase can be a great way to get started.

Having a customer service team who receives calls from customers with questions or concerns also helps. Make sure that these representatives have training on troubleshooting calls and helping customers hang up feeling satisfied with the service they have received.

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Support Customers Even After They Make A Purchase

Create a positive experience for customers even after they have made a purchase. Once customers buy your product, you want to help them get the most out of their new item or service.

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Let Customers Know You Are Active On Review Sites

Once you have created a great experience for customers throughout the entire buying process, including after the actual purchase, then you want to let them know that you have a presence on review sites. This remains an important step in online review monitoring.

The most satisfied customers are the ones that you ideally want leaving the most reviews. Let these customers know where they can go to leave you a review.

When creating this type of list, do not forget about social media. Sites, like Facebook, let customers leave reviews for different brands.

Review sites do not want companies creating false impressions by bribing people in any way to leave positive reviews. Doing so can result in penalties from these sites.

You can, however let customers know where you have profiles on review sites and encourage them to let you know about their experience. This lets customers know that you value their opinion and their experience so much that you want to know how you did in their eyes.

Remember, as already discussed, more than two-thirds of customers report that they would leave reviews if asked. Therefore, do not leave the opportunities on the table.

Create an outstanding customer experience and then ask customers to please let you know how you did on one of the popular review sites.

The Importance Of Monitoring Reviews

While creating a wonderful experience and then asking customers to leave reviews can help you cultivate positive reviews, sometimes customers leave negative reviews.

These negative reviews might come as a surprise. They might come from someone that you thought had a positive experience with your organization, but then they unexpectedly leave you with a less than stellar review.

Sometimes, however, the negative reviews come from someone that had something go wrong in their buying process and you are not as surprised by the review.

In either situation, however, you have to make sure that you always know what customers say about you online. If you do not know about negative reviews popping up, you will not be able to rectify them.

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You will miss out on potential opportunities to help customers who have had negative experiences and turn their opinion around regarding your business. You also leave these negative remarks out for everyone to see, without any reply from you.

When people see that lack of response, they may interpret it to mean that you do not care.

Rectifying experiences and addressing negative reviews plays an important role in cultivating your online reputation. To be able to do that effectively, however, you have to regularly monitor your online reviews.

Monitoring online reviews requires consistently paying attention to the different sites where people might discuss your business, product, or services. Keep in mind all the different places that customers can leave reviews for you, including social media and blogs.

To adequately monitor your online reviews here are a few steps to keep in mind.

When people see that lack of response, they may interpret it to mean that you do not care.

To adequately monitor your online reviews here are a few steps to keep in mind.

Claim Your Profiles On Popular Review Sites

Consider the popular review sites in your industry, such as your Google My Business page and Yelp. Make sure you have claimed your profile on all of these different sites.

This will give you the ability to manage the page. Managing the page includes adding important information and tracking the reviews that come in. It also allows you to engage with those who post on the page.

Neglecting to claim these review profiles will not prevent people from leaving reviews, but it will prevent you from having the ability to address them or otherwise contribute to the conversation.

Claiming the profiles will also give you a place to send satisfied customers to leave positive reviews for your organization.

Regularly Google Your Brand Name

Sometimes your brand might also have reviews pop up in places that you did not expect. Perhaps your brand has appeared on a review site that you had not previously considered.

Other times, you might have someone who reviews your business directly on a private site, such as their website or blog.

Regularly searching for your brand name through the search engine in general can help you make sure that you know all the conversations going on revolving around your brand. You will be able to make sure that you have a full understanding of how customers review your brand across the internet.

The more you know about when and where customers discuss your brand, the easier it will be to address their problems and complaints and find a way to help the situation. This makes it easier for you to nurture a positive online reputation.

Performing regular searches on your brand can benefit your business by uncovering these additional reviews and feedback. You can also set up alerts that let you know when new mentions of your brand occur.

Alerts will help to automate the process and ensure that you do not miss new reviews popping up elsewhere. You can then dedicate the time needed to helping this customer and maintaining control over your reputation.

Monitor Your Organization Across Social Media

Similar to the importance of monitoring your brand through search, you also want to make sure you know what people say about your organization specifically on social media. You can set up social media alerts as well to help you monitor for mentions of your brand.

When monitoring on social media, you will also have indications if someone begins to discuss your brand, outside of just leaving a review. You will know if they are looking for solutions to their pain points and consider your business as a possibility.

This will allow you to participate in the conversation and help the prospect see why you would be the best choice.

If customers are actively complaining about an experience they have, you will also be able to address the situation much faster than you would have otherwise if you waited for a frustrated review to appear on one of the review sites.

In addition to monitoring your actual organization, it can also be helpful to monitor important keywords for your industry as a whole. Monitoring for keywords related to your industry will help you better understand what customers say about your industry.

If people struggle with pain points, you can be there to help them solve their problem. If they have frustrations with the industry in general, you can also be there to help the customers.

You will be able to address their complaints and help them see that your business, at least, cares about their experience. This can then help you nurture more positive reviews following the eventual purchase.

Casting yourself as a helpful, positive influence will encourage a good reputation online.

Cultivating A Positive Reputation

In addition to creating an outstanding customer experience and soliciting positive feedback for your organization, you can also help to nurture a positive online reputation with the content you promote across the digital ecosystem.

Content that aligns well with customer needs and focuses on what potential buyers want to see helps to create a positive user experience before the buying process even begins. It also helps to build a good reputation for your organization.

Make sure you know exactly who your customers are at each stage of the buyer’s journey. Know what they want to solve and what stops them from accomplishing this goal. Create content and an entire brand dedicated to solving their problems.

Create content that focuses first on the customer. Particularly when you interact with your audience on social media, do not make everything you post into an advertisement for your organization.

Instead, consider the content and material that would help your customers the most. Keeping their needs at the forefront of your mind and content-production process can help you create a more positive experience for your users and build a stronger reputation.

How Should You Go About Bad Reviews?

To make your customer happy, you need to first establish the type of negative review you have and choose the best course of action. Following that, you’ll keep in contact with your client.

Despite your efforts to create a wonderful customer experience and content that speaks to your customers, you may hit some bumps.

As you monitor the search engines and social media, chances are that sometimes you will uncover negative reviews. Although no one wants to see negative reviews, knowing how to deal with them plays an important role in maintaining a positive online reputation.

If you do come across negative reviews, here are a few guidelines and rules to follow.

Take A Deep Breath And Remember That All Businesses Receive Some Negative Feedback

It can be tempting for many people to panic when they see negative feedback on a review site. However, the first thing you should do is take a deep breath and remember that most brands receive at least some negative feedback.

It is nearly impossible for a brand to provide perfect service and make everybody happy all the time. Although that should be your goal, you also have to be realistic.

Remember also that customers want to read reviews that provide them with honest feedback about your brand and your organization. Therefore, having a few negative reviews can actually be beneficial.

A few negative reviews can help your business’s reviews look more authentic and meaningful for potential customers. When they see that you do not hide potential critical feedback, they feel more as though they can trust the positive reviews.

Addressing negative reviews also provides you with more opportunities to demonstrate your commitment to customer satisfaction. Research found that 89% of customers report read the responses companies make to negative customer reviews.

Therefore, addressing the negative reviews actually presents you with even more opportunities to create a positive user experience. You have the chance to show that you genuinely want to help customers have the best possible experience with your organization.

Your response can demonstrate that you took their struggle seriously and want to help them find a way to make it right.

What If Most Of The Reviews Are Negative?

Content development comprises a variety of different strategies that all work together to build your brand online. As you produce strong content, you will use both visual and text-based content, all working together to engage your prospects.

Of course, we do have to add a note about what to do if you find that most of your reviews are negative. Positive reviews are still what you want to see.

Only 13% of customers say that they would engage with a brand that had a 1 or 2-star overall rating. Customers want to see a minimum of a 3.3 overall rating before they engage with a particular company.

If you find that you have a number of reviews coming in that are negative, you want to look carefully at your product, processes, and how customers are treated in your organization. Look at your reviews, take the criticism to heart, and try to find ways to improve your customer experience.

Speak to the customers personally to see if you can learn more about what was missing from their buying experience so that you can find areas to improve and bring up the ratings.

Also, pay attention to the customers that seem happy at the time of purchase. Ask them about their experience. If they confirm that they felt well-served, then invite them personally to your review sites to help you start to counteract the negative feedback.

Determine The Type Of Negative Review You Have

When it comes to fixing your negative reviews, now that you have taken a deep breath, you want to review the type of negative review you have. Negative reviews can come from a variety of situations.

For example, you might see:

Customers frustrated with the buying process, even if they were happy with the final product. This might also include businesses, like restaurants, who get criticized for service even if their food tastes good.
Customers who did not think that they got what they paid for. Customers who feel frustrated that the product or service they bought did not help with their pain point.
Customers who feel that they would have received a better offer elsewhere.
Customers who are unreasonable. We all see those occasional reviews pop up on review sites that have unreasonable expectations of businesses and the review is a more of an unreasonable rant than actual constructive feedback.

Knowing the type of negative review you have encountered can help you better form a course of action to address the problem. You will know how to help your customers rectify the situation and continue to show your dedication to customer satisfaction.

Read each negative review carefully to see which category best describes them. Remember that you will have very few that actually fit into the last category.

Keep a critical and objective perspective on the entire process. Although it can be tempting to try to say that all the customers who felt dissatisfied with your company act unreasonably, chances are that most have complaints that you can adequately address and use them to improve your organization.

Have Internal Policies That Help To Guide The Best Course Of Action To Make Customers Happy

Having internal policies that will help you deal with customer complaints can help you best deal with negative reviews professionally. You want to have guidelines that can help the organization quickly make decisions regarding what they should do when some criticism appears.

Consider carefully what might help people experiencing different types of frustration. You will want to have ideas for how to help customers dissatisfied particularly with the product and with the service.

Some ideas to help customers feel better might be:

A refund. As much as no one wants to lose money, sometimes a refund can help customers feel as though their complaints have been acknowledged and can change their impression of your business. Even though you have to lose money at the moment with a refund, if it helps to limit your negative reviews and maintain a favorable impression, in the long term, it can be a good investment.
Offering coupons or other special deals. Customers who appreciated your product but had complaints about your particular service might enjoy having a second chance to experience your product for less. Encouraging them to return with a coupon will also give you the chance to improve the service they receive and get a second chance to create a favorable impression.
Simply acknowledging the customer complaints and promising to address them internally. Sometimes, all it takes to help customers feel better about an organization is to know that they have been listened to. 77% of customers will view companies more favorably if they act on customers’ feedback.

Consider which type of resolutions fit best with your organization and then create guidelines for those who deal with customer reviews. Make it clear to them when they should use these types of resolutions so that they can make the decisions quickly and effectively to keep customers happy.

Respond To The Customer Publicly

Once you know how you plan to respond to customers, you will want to address the complaints publicly. Remember that potential customers read how businesses respond to negative feedback.

Seeing how organizations respond to those who have complaints helps potential customers get a better impression of how this brand behaves. They want to see how much the business cares about their customers and how legitimate the complaint is.

Although it can be tempting to just look for a way to delete the negative feedback and ignore it, remember that having an occasional negative review is not the end of the world. It does help to make all of your reviews look more authentic and trustworthy.

Instead, carefully think about what you can say and create a response that aligns well with your brand reputation. You want to keep your words positive and focused on creating a favorable experience for your customers.

Remember that your response will not only go to the customer making the complaint, but will also be public for anyone else who is considering your product. Use language that reflects well on your organization.

Let the customer know that you want to rectify the situation and what you can do to make that happen. Let the customer know that they continue to be valued by your organization.

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Follow Up With The Customer After Resolving The Issue

Once you have taken the steps to resolve the issue for the customer, you still want to follow up with them. If you offered them a coupon, for example, you can follow up with them after they come to your place of business.

Ask them how the service was the second time around. Encourage the staff to be on the lookout for people with coupons that indicate they are here to rectify a complaint and work hard to create an outstanding experience for them.

By reaching out again after your initial address of their complaint, you help to further cement your commitment to customer satisfaction. You let them know that you did not just answer them on the review site to try to mitigate the damage from their bad review. Instead, you continue to engage them because you genuinely want them to have the best possible experience with your brand.

Altogether, this helps you to still create a positive user experience, even when customers start out with a negative impression. This can help you create a strong online reputation and an outstanding digital presence.

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How Can Our Online Review Management Services Help?

We will keep an eye on all of your review sites, identify the best response to unfavorable comments, and cultivate positive impressions.

The problem that many organizations run into, however, is simply time constraints. They find themselves struggling to meet the time demands of actively maintaining and monitoring their online review sites.

When you add in the additional tasks of having to monitor social media and online discussions, as well as creating positive content, it can be a challenge. Fortunately, online review management services can help with this goal.

When it comes to keeping an eye on your online reputation, these services can help you control the digital narrative about your company. They make it easier to know what customers say about your company and help to build a positive impression for your organization.

Here are the main ways that review management service can help brands better manage their reputation.

The Online Review Sites

Working with an online review management services will make it easy to keep an eye on all the different online review pages. They can help you monitor the reviews that come in on the different sites and maintain strong brand representation.

Since they have helped other brands manage their online reputation, they can help businesses better understand the best ways to build a strong profile. They can offer advice about the different review platforms and how to create the best impression for those who land on the profile.

They will make it easy to be up-to-date on the latest on the platforms and what customers say in the reviews they leave. This can help you find trends, both positive and negative, so that you can make sure your business reflects what customers want to see.

Responding To Negative Reviews

An online review management agency like LYFE Marketing can also help businesses when it comes to responding to negative reviews. We can help walk them through the process and find the best course of action.

As an outside party, we will be able to accurately pull any potential constructive criticism from the review that the organization can use to improve. We will also be able to offer advice about the best way to respond to the unhappy customer.

It can be a challenge for businesses to receive negative reviews. A review agency will help them remain objective and respond in the way that best helps the business.

Cultivating Positive Impressions

There are also several steps that go into creating positive impressions. You do not want to forget about the important steps of also cultivating a favorable impression of your brand through content.

An online review monitoring agency that also offers other digital marketing services can help brands further cultivate a positive impression with content.

Quality content helps businesses create a strong digital presence. They can begin to brand themselves as a company dedicated to helping customers.

Organizations can help customers across the digital ecosystem, including through their website and their social media sites. This helps to create a reputation of trust and an organization that genuinely cares about their customers.

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The Impact Of Having A Positive Online Reputation

Carefully cultivating a positive online reputation through online review monitoring can help to build your brand in multiple ways. You will be better prepared to create a favorable impression with potential customers.

As you build this improved reputation, you will experience benefits that extend to nearly all facets of promotion and lead generation. You will be able to experience the benefits of a quality review management service agency in your bottom line.

Here is what you should know about how online reviews can help you build trust, brand awareness, leads, and improve your ROI from your digital marketing.

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Trust

When customers go online to learn more about potential solutions to the problems they face, they want to find a company that they can trust. These customers want to find someone who cares as much about finding a solution to their problem as they do.

Customers today have heard horror stories about brands with poor quality products or bad customer service. When they decide to spend their money, they want to find someone who offers them genuine solutions to their problem.

These potential buyers want to know that if they make a purchase, they will experience actual relief from their pain point. Therefore, they look to see what others in their situation have done.

When you create a strong digital presence that clearly highlights your positive reputation, you help to build this trust. These prospective customers get to see that others in their situation have turned to you to solve the problem.

When the customers then see other customers who found success with your organization, they begin to understand that you have the solution for them as well. This helps to create a reputation of trust.

This, in turn, encourages them to find out more about your organization and what you have to offer.

Brand Awareness

When you create a strong reputation across review sites, you also help to build brand awareness. When customers log into these review sites, such as Yelp, your organization will become more likely to pop up.

When you produce quality customer service that inspires people to leave positive reviews, you also create customers willing to share their opinion of you through word of mouth. This all makes it easy for word about your business to spread.

Online review monitoring makes it straightforward to make sure that your digital presence paints a positive image of your organization. If you do have a negative review pop up, your review agency makes it easier for you to resolve the problem.

By reaching out to disgruntled customers and working to amend negative reviews, you create a positive impression across multiple platforms. Customers see that you care about setting things right and want to create a good experience.

Remember also that Google chooses certain brands within your industry when people make local searches for your particular area. By gathering multiple positive reviews and creating a positive impression across the digital space, you will increase your chances of appearing in these critical local searches.

As you appear in more Google searches, you will also increase brand awareness. People interested in your industry will see your business repeatedly pop up on the search engine results page, and thus they will become more interested in what you have to offer.

Leads

Nurturing your online reputation can also help you bring in more leads. Before customers begin to develop relationships with companies and consider buying, they want to know that this company is worth their effort.

As customers investigate different options for their pain point, they will often begin by making a search. In fact, 93% of buying experiences begin with a search.

In other words, having a strong digital presence that creates a favorable impression with users can increase your opportunities to find new leads. Customers will become more likely to come across your business when you have a strong digital presence, which then makes it easier for you to convert them into leads.

Online reviews play a large role in this process. 97% of people will read online reviews before they make a purchase. Additionally, 93% of customers report that online reviews influence their buying decisions.

Therefore, monitoring these reviews and ensuring that they are ready for digital customers can help these potential customers get the best impression possible of your business. You will demonstrate that you have what it takes to solve their pain point for them.

As customers begin to see you as having the answers they seek in for their pain point, they become more likely to engage with your business.

ROI

As you build a strong online reputation through positive reviews and overviews, you will also increase your ROI. Remember that customers depend upon reviews to help them better evaluate the companies they consider doing business with.

Customers today do not want to rely only on the businesses themselves to tell them about potential buying options. That is why recommendations from friends and family continue to be the most trusted form of advertising.

It also explains why just a 1-star increase on Yelp can lead to an increase of 5 to 9% in revenue. One report found that customers are willing to spend 31% more on businesses with great reviews.

Nurturing positive reviews for your brand and addressing any negative ones can help cultivate this positive perception online. This, in turn, can lead to increases in revenue and customer spending.

In other words, the simple step of building positive reviews and addressing any negative feedback that arises with review management service can drastically increase your brand’s returns.

Selecting An Agency For Online Review Management Services

Once businesses realize how valuable online review management services can be, they want to make sure that they choose an agency that can provide them with the most benefits. They want to find a company that will make the entire endeavor worthwhile.

The key to selecting a review monitoring service is making sure that they have ample experience in the industry. The organization should have worked with other companies to build a strong online review profile.

Here at LYFE Marketing, we have helped hundreds of other companies achieve this objective. We have helped them understand the importance and value of online reviews. We have walked them through the process of addressing negative reviews while nurturing positive ones.

We help them keep an eye on the various review sites available so that they remain informed about what customers say about their companies. We have the years of experience that customers want to see and the expertise that they need to maximize their returns.

By working with an experienced company like LYFE Marketing, small businesses can build their brand’s digital presence and increase their ability to bring in leads while also improving ROI.

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By working with an experienced company like LYFE Marketing, small businesses can build their brand’s digital presence and increase their ability to bring in leads while also improving ROI.

Make Online Reviews Part Of Your Strategy

Online reviews can have a measurably large impact on the growth and success of brands. As shopping continues to shift towards an online activity, customers rely on reviews to help them determine what products to buy.

These reviews help customers gain the perspective of others who have been in similar positions and what they have done to resolve their pain points. They guide customers in their decision-making process.

As you work to build your brand awareness and trust, make sure you do not neglect the importance of keeping an eye on the online reviews that pop up for your business.

Consider the value of adding a review management service to your strategy to help you take full advantage of all that online reviews have to offer. As you feel your brand gaining an increasing amount of control over your digital reputation, you will see why it is such a good investment to make. Contact us today to learn more and get started with our review management services.

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