How to Respond to Positive Reviews and Get Some Marketing to Boot
Online reviews are critical to the success of a local business, with 93% of consumers saying online reviews impact their purchasing decisions, and that the minimum rating they’ll engage with is 3.3 stars (Podium). Responding to online reviews is another critical piece in not only building a positive online presence, but also in encouraging other consumers to leave their feedback and engage with your business.
How does a business respond to online reviews? Do positive online reviews need to be responded to at all? How can I get some marketing out of positive reviews? All these questions and more are covered here so you can leverage your online reputation to grow your business.
Review response is a service that Got Customers Online, (GCO) offers businesses, as their online reputation is a valuable aspect of marketing. Having a strong reputation is a cornerstone of any business’ digital presence, and helping businesses navigate the complex waters of reputation and online reviews is one of our best services we offer. We’ll cover this in more detail below.
Let’s get responding!
Regardless of where the review is—be it Google, Yelp, Facebook, Bing, Foursquare, Amazon or a top directory—you can capitalize on a good review. Let’s see how!
Note: Managing positive reviews for businesses is but one of the services you’ll find here at Got Customers Online (GCO). Access this service and many others inside your private dashboard. And with our Do It Yourself (DIY) services not only can you monitor reviews, but you can also reply to these reviews from the same location, all for free. Your welcome.
Too busy to keep track of all the reviews pouring in and answer them? With our Do it For You (DIFY) services, we take the burden off, so you can get back to what’s important, your business, find out more here.
Why respond to a good review?
Responding to positive reviews is just as important as responding to negative reviews. However, many businesses wonder why. If a customer leaves a glowing five-star review, it can’t get any better than that, right?
Actually, it can …
Responding to a positive review is an easy way to engage with happy customers that benefits both your brand identity, and your one-to-one relationship with that customer. Remember, online reviews and review sites are public, so the positive conversations that happen about your brand here can do wonders for your business!
Here’s why you should always respond to a positive review:
- It’s the polite thing to do. If a customer gave you a compliment in real life, you would say thank you. It’s only polite. And with an online review, the compliment is public. So be extra nice!
- Everyone is looking. 90% of consumers now read online reviews for local businesses (BrightLocal). The public, including potential future customers of the business, may read this review. Replying to the review is a chance to speak to these people too, and do some subtle marketing.
- Actively creating, and engaging with, positive online conversations about your brand and the local community can encourage others to participate in that conversation, and generate more buzz and visibility for your business.
- It affects search rankings. By replying properly, you can improve the SEO ranking of the review, and help the review show up in search results for a business
Okay, so we know that if you get positive online reviews, whether it is on Yelp, Google, Facebook, or any other review site and there are plenty of them online, responding to that positive reviews is a must. So how can your business hit your review responses out of the park and get in some good marketing? Read on …
How to respond to a positive review (4 steps)
Step 1: Thank the customer for the positive review and be specific.
Ensure the reviewer knows a real person is behind your reply by thanking them for something specific they said. “Thanks for leaving a review, and mentioning our barista Jodi. You’re right, she is always smiling!” Acknowledgement can go a long way toward brand advocacy. One of the biggest mistakes you can make while managing reviews is to not acknowledge a positive review at all. Take the time to show that customer that their feedback is appreciated by thanking them is the very least we can do for the benefits that business will receive in return.
Step 2: Use the business name and keywords in your review response to the good review.
Using the business name, category and location in your response will help the positive review appear in search results. “The team here at [Business Name] is thrilled to hear such good feedback, and we’re proud to be one of the coziest [coffee shops] in [city name].” Search results play a big part in a businesses ability to be found online. Keyword usage can help the business appear on the first page of a search engine result when a consumer enters a query. Boosting local search authority will drive more customers towards a brand, creating a ripple effect of increased online traffic and eventually a boost in revenue, brand recognition and brand trust.
Step 3: Add a little marketing to your review response.
Your reply is public and will be read by others, including future customers, so throw in some marketing! Mention a behind-the-scenes reason they had a great experience, or a new feature or promotion. “Did you know we just started a free coffee card?” You should also never miss an opportunity to interact with an already happy and engaged customer. Rewarding the reviewer with a personalized response and information about how they could benefit further from interaction with the business is a win win for all parties.
Step 4: Invite customer to do something in your response.
Ask the customer to return, use another service or spread the word. “Next time you’re here, you should try the [insert product here]!” “We hope to see you again soon, and bring a friend!” This final step is a great way to personalize your response. When responding to positive reviews you have a leg up. You know that customer already had a great experience with the business and they will be much more receptive to a personal recommendation, or call to action.
Positive review response example:
How to get more positive reviews
A great way to build trust and visibility with your business online is to cultivate a strong, positive online presence. How? Through positive reviews!
The more positive reviews you have, the less detrimental negative feedback will be on your brand when you do receive it. (We all know you can’t please everyone!)
Ultimately the best way to get more reviews is to ask! People love sharing their opinions, and happy customers will take the time.
The key is timing. If the business asks when the customer is most pleased with the product or services, the reviews will have the best chance of being very positive.
ASK IN PERSON: You can place a review reminder on the receipt, or at the checkout, or on the delivery slip. You can give a reminder card to the best customers. You can even hand out cards at the till that encourage customers to leave a review of their experience.
ASK ONLINE: You can encourage customers to leave feedback online through email, text, and more. Here at Got Customers Online (GCO) we can help you find your voice online and give your business the power to gather authentic customer experiences and generate more online engagement about your brand.
Why is this an example of a good positive review response?
Because it hits all the marks we detailed in our review response steps! Amy’s Restaurant made their response personal by acknowledging Chona’s specific feedback, threw in their own business name and keywords, and even threw in a little marketing about their other dishes and encouraged the client to return.
Not only were they encouraging the reviewer, but also letting all the other readers of that review know about their great dishes. Nice work, Amy’s!
Next Blog: How to respond to negative reviews.