Keeping the customer satisfied is a no-brainer when it comes to the success of your business, which is why we talk about online reviews a LOT around here. Beyond the warm fuzziness of knowing that they like you (they really like you!), online reviews can also function as a winning part of your social media marketing strategy.
Leverage Your Kudos
When’s the last time someone asked you to NOT to give them glowing compliments or NOT spread around the news of their recent resounding success? Never, that’s when. If folks leave reviews that gush about the products or services you’re delivering, then by all means shout those testimonials from the social media rooftops.
This may sound like obnoxiously tooting your own horn, but we promise you can share positive reviews in a way that’s both humble and charming: “You guys! Thanks for all the positive reviews!! You’ve helped us become the #1 recommended place for [your specialty] in [your city] and we couldn’t have done it without you, our amazingly wonderful clients!! We’re thankful for your awesomeness every day!!”
Does that come off as self-promotional? Nope. It directly-yet-indirectly brings attention to your boatload of positive reviews, while at the same time thanking your customers—which helps keep the love-fest going. Nicely done!
Make Negative Reviews Work in Your Favor
We know what you’re about to say next. Positive reviews are easy to work with, but it ain’t all ice cream and rainbows in the online review world. What happens with those negative reviews? You don’t want to share THOSE out on social media, right?
Correct. We do not recommend that you cheerfully highlight a crappy review on your Facebook page, because that would make you look a little crazy. Nor should you defensively argue with the reviewer over your low rating, even if you don’t agree with their reasoning.
What you can and should do is pleasantly—and with genuine concern—respond to negative reviews by apologizing and offering to make things right. Even if you never hear from that dissatisfied customer again, other folks cruising your social media profile will see that you’re a class act and immediately rush over to give you their money.
How Connecting with Online Reviews Boosts Your Business
Whether negative or positive, responding to and acknowledging your company’s online reviews is one of the top things you can do for your business. When you’re active and engaged with the online community, current and prospective clients alike feel like you’re a business that not only cares, but is super on top of things.
As far as SEO goes, the more folks are talking about you over social, the more legit you look to Google. So keep sharing your wins with the world, and keep striving to improve when faced with a less-than-flattering review. Take the high road in both cases, and your business can’t fail to impress.
