Showcasing Your Brand When Responding to Online Reviews

Online reviews, such as those posted on Yelp, Google, and Facebook are a great benefit to consumers who want information about a company to comparison shop before deciding where to book an appointment. However, they can be frustrating for businesses — the review may not always showcase your brand in the best way possible. Luckily, these websites do provide the ability to reply to reviews. This is your chance to connect with customers and give your brand image a boost.

Negative Reviews – Relax, THEN Respond

With negative reviews, there will likely be a lot of emotion involved on your part. Relax, step away from the computer (or phone) and wait to respond when you have cooled down a bit. You want to make sure your reply is factual, not passionate. Make sure you address the problem and provide a solution in your response. If possible, invite the reviewer to give your business another try or to reach out to you directly. You have an opportunity to turn a negative into a positive. Plus, how you respond will affect how other potential customers view your business.

Relax, step away from the computer (or phone) and wait to respond when you have cooled down a bit.

Yes, Responding to Positive Reviews is Important Too

While you will obviously want to address a review that points out a problem, replying to positive reviews is just as important. It shows reviewers that you care and that you are listening. That way, if they have a problem in the future they are more likely to contact you directly instead of lashing out with a review.

Tips for Boosting Brand Image in Your Response

First and foremost, use care with responding to reviews. You want to appear professional and put together at all costs. Review everything you write for grammar or consider hiring an outside party to write responses for you if writing isn’t your strong suit. Additionally, when you reply to a review, you have a great opportunity to create SEO “juice” for your company. Consider including the types of keywords you imagine customers use to search for you in your response. For instance, ABC Plumber may include something like “We are proud to be your choice for affordable plumbing in New York” within the review. This little bit of extra effort can pay off in a big way as far as your marketing goes.

Additionally, when you reply to a review, you have a great opportunity to create SEO “juice” for your company.

Improving your online reputation through review response is just one of many unique methods to build your online presence. For more information about getting your name out there in a positive light, reach out to us at iMatrix today.

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