On average, every person using a smartphone spends 4-5hours on it. Internet surfing has become a natural characteristic for everyone. In this kind of situation, the brand image online is essential for a business. Even a tiny incident can cost much because research says that 62% of customers look for online reviews when purchasing a product. Feedbacks may be positive or negative, but how you reply to that review is all that matters.
There are two types of review online:
Positive review:
If only customers are too happy about their experience with a product or service, they will post a positive review.
Negative review:
Negative reviews reflect the customer’s poor experience with your product. It is mandatory for a business you should reply to negative feedback. But why should you respond to positive feedback?
Why should businesses respond to positive reviews?
Positive reviews are the best way to stay engaged with happy customers and stay connected even after-sales. A positive review will give the customer a good impression, which will lead to a higher probability of doing business with you again. Here are some best practices that companies use to follow for positive review:
-Quick response, high impact
By responding as early as possible, you show the customers how important they are to you. It is a simple act along with your words of thanks. But, if you wait too long, the customer will be warned of a delayed response and may feel ignored. If you do not stay in their remembrance, they will probably move and forget about you.
-Customised Personal replay
Most people feel robots acting like humans on the internet are not good enough. Customers can immediately tell whether it is an automatic response or a genuine human connection. This person spent his time talking about your company, so the least you can do is give them an answer. Don’t forget to keep it brief and exclusive or personal.
-Showcase your customer
When you ask customers to share feedback, you also have to share some thanks. As someone said, sharing is caring, posting a good review on your social sites so that even people who do not do business with you can become your customer.
Businesses would do well to spend some time thanking customers for sharing their ideas. Always make sure the positive feedback provider is promoted fast with a personal human touch.
Review It is a video review platform where businesses can interact directly with their customers. Organizations can use Review it as a white-labeled app and have the video review app all for themselves.
Also,download the Review It app from PlayStore and AppStore.