Employ a software – Regardless of whether you have 1 location or 1,000, creating an effective strategy for managing your reviews starts by employing a software. In today’s fast-paced online world, businesses need a real-time and bird’s-eye view of their entire reputation – from their very first review to the most recent – something that manually monitoring reviews can’t offer.
Think about it, reviews are coming in at all hours of the day across multiple different sites. And with every location a business owns receiving its own reviews, it quickly becomes unreasonable to manually monitor and manage all reviews.
Review Management software automatically aggregate all reviews for every location into one centralized location – even if you only had one location, this would be saving you hours of time every day. From there, businesses can easily monitor, filter, group, sort, manage and analyze their reviews to help them stay on top of their reputation and get the exact information they need at any given moment.
Monitor and Measure – It’s important to keep a constant pulse on each of the sites where you are receiving reviews. This ensures that you always know what is being said about your brand and have a high level understanding of how your customers are feeling.
Things happen fast on the internet, in order to stay up-to-date, businesses should check their reviews at least once a day. In addition to checking their reviews every day, it is also a best practice to set up custom alerts through your review management software. Customizing your alerts to send a notification any time a negative review is posted can allow businesses to quickly respond to unsatisfied customers and remedy any potential disasters
Having all your reviews in one location also gives you the ability to create some powerful measurements and benchmarks. Measure a locations reviews over time, compare rating and reviews between your own locations and measure and benchmark against your local competitors.
Sentiment Analysis – Reviews are feedback from customers and as such, they contain extremely valuable insights. The only problem is that when you are receiving thousands of reviews every month, those insights get buried. You can identify individual problems or areas of excellence in each individual review, but It becomes hard to identify any overarching trends.
Performing sentiment analysis on reviews allows businesses to unlock those valuable insights and highlight any emerging trends. By breaking down reviews into individual statements, identifying the key topics within those statements and then assigning those topics sentiment scores, businesses can develop a greater understanding of what their customers are saying and how they actually feel. When this knowledge is acted upon, businesses will be able to make real changes and operational improvements that improve the customer experience.
Create an Action Plan – There’s is an abundance of actionable data to be derived from customer reviews, don’t let it go to waste. Create a process and decide how your team will act on the information and knowledge they’ve gained from monitoring, measuring, and analyzing all of your reviews.
Additionally, create an action plan for engagement and educate your team on your own best practices for responding to customer reviews.
Responding to Reviews – Of the customers that received a response from a company after posting negative feedback about their experience, 33% turned around and posted a positive review and 34% deleted the original negative review. This should be motivation enough for businesses to take a proactive role in their review management strategy.
If that’s not enough, Google has even confirmed that responding to reviews increases your rankings in the local search results!
Whether it’s a positive, neutral or negative, it is important to respond to each review. This shows both the search engine and customers that you are active and engaged online and listening to the feedback that customers give you.