By harnessing the power of online reviews, your brand can boost its visibility, build consumer trust, influence customer decisions, and drive business growth.
We’ll walk you through the basics of review management, discuss why it’s needed, and outline the most effective strategies to elevate your online reputation.
We’ll even explore how you can accomplish this task in half the time, without breaking a sweat, with a review management tool .
What is Online Review Management?
Online review management is the process of monitoring, analyzing, and responding to customer reviews posted online about a business, product, or service. It involves various activities such as:
Monitoring : Keeping track of what customers are saying about a business across different platforms, such as review websites (e.g., Yelp, TripAdvisor), social media, and the business’s own website.
Analyzing : Assessing the content of reviews to understand customer satisfaction levels, identifying common themes or issues, and gaining insights into areas of the business that may need improvement.
Responding : Engaging with reviewers by thanking them for positive reviews and addressing any concerns or negative feedback in a constructive manner.
The goal of online review management is to improve customer satisfaction and perception of a business, influence potential customers, and ultimately drive business growth. It allows businesses to create a positive online presence, manage their reputation, and make informed decisions based on customer feedback.
Why Does Online Review Matter?
Customer reviews have become the best way for shoppers to evaluate your brand’s reputation and make informed purchasing decisions. Reviews provide first-hand accounts of your trustworthiness, service, and products.
Nowadays, business reviews aren’t just a reflection of your brand; they’re an integral part of your identity and reputation. According to research:
52% of a company’s market value is attributed to its reputation ( Zignal Labs ).
99% of customers read reviews at least “sometimes” when shopping online ( Power Reviews ).
81% of consumers scope out Google reviews to evaluate local businesses ( Exploding Topics ).
Reviews impact the bottom line
Your customer reviews have the power to shape your reputation in addition to:
