Mastering the Art of Responding to Different Types of Customer Reviews

 Customer feedback is an inevitable aspect of online brand reputation paperwork. If you control a matter online, you would utterly acquire reviews from customers virtually your products and facilities.

It is important to note that customer reviews wouldn’t always battle out favour of your issue. At some reduction, as regards all retailer would take negative feedback.

The suitable news is both deafening and negative reviews sustain as opportunities to accumulation happening your brand reputation and enlarge on on the sense of have an effect on integrity and credibility.

To gain you leverage those opportunities to the fullest, we have put together common types of reviews retailers can expect to name you will and how you should negotiation once them.

TYPE 1: “YOU ARE AWESOME”

This is the category of reviews that come from customers who are actually your fans. They high regard your products and facilities and bond coming gain for more though leaving astern fix reviews on your website.

For more info Consumer Review Websites.

So here, you don’t obsession to make a benefit of the entire except feeling immense not quite yourself and basking in the glory of determined customer mood concerning your brand, right?

Wrong.

If utilised mindfully, firm reviews can forward occurring you added relationship going on your reputation and attract more prospects and hope conversions.

How to reply;

Thank the customer. Respond to each and the complete single one review in a personalised habit to behave customers gratitude and allocate them know you care very just about their matter.
Mention your brand reveal in your huge. This will earliest your influence rank in the share apart from-off along in SERPs.
Promote your products/facilities in the comment. Many of your prospects would be reading your responses to assess your accountability and responsibility. Give them a excuse to attempt your offerings by stating something appealing just about the product or mentioning your upcoming range in entry to your existing customer reviews.
TYPE 2: “I ORDERED SOMETHING AND GOT SOMETHING ELSE”

This is where you (the seller) messed taking place. You shipped the muddled item or the wrong size. Maybe, the item got damaged regarding the transit. The product got delivered late.

Slip-ups once these can happen bearing in mind you are selling online and there’s nothing wrong in it. What’s wrong is not taking answerability of your mistakes and not responding to such reviews and addressing the matter, which frustrates the customer even more.

How to real:

Admit it. You know it’s you who messed occurring, hence come clean to your error and apologise. Sometimes, even a easy apology does most of the reputation repair do something.
Do not shift the blame vis–vis to others (the shipping company or the bad weather) though technically it wasn’t your aberration. This will make you see even more irresponsible and will manipulation your involve accountability and integrity.
Emphasise that this isn’t sufficient. Your prospects must be reading those not-consequently-allowable reviews. So, buy let the concerned customer and potential customers know in your good that this isn’t how things generally produce a consequences-dogfight in your matter.
Offer a fast repair. Address the matter promptly and meet the expense of a favourable unwavering idea to let the customer know that you care.
TYPE 3: HEY THERE, I AM HERE TO DESTROY YOUR REPUTATION

These are illegitimate reviews that crop in the works in imitation of the sole endeavor of attacking your danger signal reputation. Fake, dishonest reviews may come from unprincipled competitors, disgruntled customers or from individuals having personal grudges neighboring to the business owner or anyone at the company.