Online Review Management - Your Strong Brand Growth Asset.pdf

Tactics for
Managing
Reviews &
Reputation

We’re Living in A Review Economy
1. 93% customers say they check reviews before buying anything.
2. And among them- 96% will look for negative reviews.
3. 47% of your customers are likely to leave a positive review if they’re happy.
(Dixa)
4. But if they have a negative experience- 95% of them are willing to broadcast
their displeasure to the world.
5. While we don’t have any definitive stats for B2B buying decisions- it definitely
will reflect similar patterns.
6. So, no matter where you are operating- you need to manage reviews right if
you don’t want your reputation (or business) to be hit.

Types of Reviews That Matter
1. Product reviews.
2. Employee reviews.
3. Service reviews.
These can come in form of
stars or ratings, and be
available on the brand’s site/
app, social media and other
third party platforms.
Image- Yelp.

Managing Reviews: Some Proven Tactics
1. Know where your customers are.
2. Monitor brand mentions.
3. Prioritize negative reviews.
4. Create a response strategy with stringent
time frames.
5. Encourage more customers to give reviews
& ratings.
6. Leverage Reviews in Your Marketing
Highlight successful reviews in your adverts,
website, & social media.
7. Deploy Long-Term Reputation Management

1. Know Where Your Customers Are
Locate where your TG is sharing its opinions:
○ Your website
○ App
○ GMB
○ Job Sites
○ Trustpilot
○ Industry-specific sites
○ Social Media Platforms
Have an active presence on the relevant platforms
& monitor them closely. Optimize profiles regularly
& resolve issues asap.

2. Monitor Brand Mentions
In the internet era- your customers are talking online, and
are influencing others.
1. Set up alerts for your brand/product names
2. Check blog posts, social media mentions, videos,
forums, etc.
3. Take note of both the positive and negative
mentions.
Your brand’s reputation is not always measured in terms
of stars or reviews. Online discussions are the WOM in
the digital age.

3. Prioritize Negative Reviews (and Sentiments)
1. Acknowledge the problem.
2. Respond as fast as you can.
3. Take it offline if possible.
4. Don’t give copy-paste answers.
5. Offer a solution.
6. Deleting negative reviews (unless
offensive) is not recommended.
7. In case a review is made in bad faith- be
respectful and explain your side.
“Your most unhappy customers are your greatest
sources of learning”- Bill Gates.
Image source
By openly addressing complaints, you show your current customers that you're accountable & also offer proof to
potential customers that your brand cares.

4. Have a Response Strategy in Place
Having a response strategy is crucial. Customers expect quick replies to
both positive & negative feedback.
1. Create a review response policy—This should include guidelines for
tone, speed, & content of responses.
2. Set strict response timeframes—aim to reply to all reviews within 24
hours.
3. Train your team, including customer service & social media teams,
to handle reviews appropriately.
4. Automate for small teams—set up automated responses for
common questions or compliments. Personalize your responses as
much as possible.
5. Highlight successful resolutions—once you’ve resolved an issue, let
your audience know that you addressed it effectively & quickly.
Responding quickly & politely, with a solution shows you care about the customer's feedback and are serious about
customer satisfaction.

5. Encourage Customers to Leave Reviews
Request your customers to leave a positive review:
1. Ask for written reviews & video testimonials
2. Make it Easy: Simplify the review process. Use QR codes, direct
links, or short forms.
3. Ask at the Right Time: Build it in your customer journey. Ask for
reviews after a positive interaction, like a successful purchase or
service experience.
4. Incentivise reviews: Simply put offer rewards for reviews. Provide
discounts, gift cards, or future purchase discounts to customers who
leave a review.
5. Follow Up: After a purchase, remember to follow up and encourage
them to leave a review.
6. Public Recognition: Highlight customer reviews on your website or
social media.

6. Leverage Reviews In Your Marketing
1. Incorporate testimonials into your website
2. Post user-generated content (UGC) on website and social
media to show that real people are using and benefiting from
your product or service.
3. Share reviews on social media—highlight positive reviews
regularly on your social media profiles.
4. Create case study videos—encourage satisfied customers to
create video testimonials that you can embed on your website,
and share on social media.
5. Use reviews in advertisements—incorporate positive feedback
in paid media campaigns, such as Facebook or Google Ads, to
add credibility and attract new customers.
Image- Pinterest.
By showcasing reviews in your marketing materials, you turn satisfied customers into powerful advocates for your brand

7. Deploy Long-Term Reputation Management
Long-term management includes leveraging SEO, Online PR, and
maintaining regular communication with your audience.
1. Ensure your brand stays visible— with positive reviews on platforms
like Google, Trustpilot, and moutshut.com.
2. Invest in SEO— Use SEO strategies to rank customer success stories,
testimonials, and case studies in search results, reinforcing the social
proof effect.
3. Online PR—actively seek positive media mentions and secure
coverage in reputable outlets.
4. Address criticism proactively—if you see recurring negative feedback,
address the root causes and communicate these efforts to your
customers.
5. Run review campaigns—regularly encourage reviews from customers,
ensuring your brand continues to accumulate positive feedback.

Online Review Management - Your Strong Brand Growth Asset.pdf

Online Review Management - Your Strong Brand Growth Asset.pdf

More Related Content

Similar to Online Review Management - Your Strong Brand Growth Asset.pdf

Recently uploaded

Online Review Management - Your Strong Brand Growth Asset.pdf