Regularly Monitor and Respond to Reviews
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Regularly Monitor and Respond to Reviews

Today, digital marketing is of the utmost importance for business. If you’re not putting your business on digital media, you are missing out on one of the best means of communication and interaction with your current customers. And, you are also missing a great opportunity to get new customers! We can’t stress enough how important digital marketing is for your business and how important it is that you actively engage with the consumers that are online.

This is the new age of “word-of-mouth” and it has an unprecedented power for any business, no matter how big or small. The online reviews are today’s word-of-mouth marketing for anyone that is searching for a product or service they need or want.

Local SEO Needs Online Reviews

Now every listing on Google shows the rating for that business, which helps users with their decision making. How? They can see ratings that your customers have left as well as read the reviews to help them make an informed decision on whether or not to buy from you or use your services. Users see ratings and reviews as valuable information on different companies so they can make comparisons then choose who they will do business with.

From the point of view of a business owner, this probably seems like more work for you. Not only do you have the daily operations to worry with, along with business listings and what keywords are ranking, as well as sales, but those reviews need your attention, too.

Online directories like Bing, Facebook, Google, Yelp, and others, host business listings as well as give customers the ability to leave reviews about the businesses they have done business with. The domain authority that these online business directories and social media platforms have are good and strong. Your local SEO is boosted when you are listed on these directories, which will improve your ranking.

Help Your Business by Monitoring and Responding to Those Reviews – Good and Bad

You’re telling your customers that you care when you ask them to provide a review of the products and services they get from you. It lets them know that you welcome constructive criticism and suggestions, but you need to respond to these reviews as well.

A good review or a bad review can go a long way and help your business or leave a ding on its reputation. When a customer has a good experience, they may mention it to a friend or family member.  However, when they have a bad experience, it is more likely they will talk about it to several people, even post it on Facebook or Twitter, even Instagram.

But no need to worry about the negative reviews, it is a salvageable matter. Maintain a calm state of mind and then proactively respond to it. Begin with a generic response that includes an apology for their bad experience. Then offer how to contact you or ask how you can contact them and offer to make it right.

By acknowledging the issue, then offering to work on it and close the loop, you’re making a positive step forward from a negative. Once you have resolved the issue, update the negative response online. This will show others that you are a business that cares about their customer.  And don’t forget to respond to positive reviews, too! Thank the customer for the positive review and let them know you welcome them back again.

Where Do You Start?

It is a tedious task to open each listing or social media pages to look for any new reviews; it is a manual labor that you could be doing any number of other things in the same time frame. Set aside a time each day to go through those reviews and be dedicated to that task daily.

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