When we think of online customer reviews, we often defer to positive reviews brimming with praise and satisfaction with our products or services.
However, a review— whether positive or negative—provides valuable insights based on actual customer experience. The customer offers constructive practical feedback that potential customers can use to make informed decisions. You can also use it to improve the customer experience.
Four Effective Strategies for Managing Good Customer Reviews
Regardless of your industry, the cornerstone of your success is the relationship you build with your audience —whether they are potential leads or loyal customers. That relationship is self-evident in customer reviews. The relationship becomes one-sided and ultimately dies when you ignore online customer reviews and fail to address the reviewer’s concerns.
Your customers want to be heard because they are stakeholders in your business. So, how do you nurture the relationship?
Listen to their feedback.
Respond accordingly.
Adjust your business practices based on feedback.
Continue providing opportunities for audience engagement.
This is known as customer review management. We touch on these concepts in previous articles:
‘How to Ask for Customer Reviews’
‘How Much Do Online Reviews Affect Sales?’
