Most of us are so busy fixing problems and working on getting everything done on the to-do list. And almost every time, we don’t take time to appreciate good things in life. When everything is going well, we often assume that it will stay consistent for the rest of the time, but that’s not true. When there is nothing good in your life, you may realize the importance of appreciating the good.
Similarly, it works in the business world too. When your business begins to review lots of positive and negative reviews, you might shift your energy to negative ones and try fixing their problems. That results in neglecting the importance of positive reviews or taking them for granted.
Failing to respond to your happy customers and positive business reviews can decrease their importance. Before you know it, negative reviews and their responses will take over the review section. Now, your other customers will start to notice those feedback and will begin to question your reliability.
You should remember that it applies to every reviewing site on the internet. Almost every customer visits one of these websites before making a potential purchase to make an informed decision. That’s why every business must respond to positive reviews as quickly as possible to make happy customers feel valued and establish a good relationship with them.
Likewise, it is also crucial to respond to negative feedback to ensure your customers have a quality experience with your products and services. Here you will find how to respond to positive reviews with examples and get a fair idea of how to engage with your customers.
Why Should You Reply To Positive Feedback?
1# Enhance Your Visibility
When you respond to reviews, it tells search engines that your business likes to engage with the customers and provide them with a better after-sale service. So, it is better to claim your business on various platforms to increase your reach and enable users to leave a review. In addition, it will signal the search engine to prioritize the review submissions and boost your visibility in relevant search results.
However, you may not see immediate results, but your site will gain organic traffic automatically. You can register on other platforms like Yelp, TrustPilot, and other business reviewing websites as they will ensure that they are finding your business and know where to leave their positive feedback.
If you find your company’s name, address or any keyword related to your business in the clients’ feedback, you can use them to enhance your reach and make your business visible to potential audiences. Successful businesses often use this tactic to showcase their services as reliable. You can easily optimize your local SEO and improve local search results performance.
2# Makes Customers Feel Valued
Responding to the reviews and feedback helps build a sense of relationship with customers as they feel heard and valued for sharing their genuine opinions. Therefore, you should have the courtesy to reply and at least say thank you for taking out your time to post feedback. It is a common social trait that people love being appreciated and noticed, which helps get more engagement from the customers and promotes others to share their experiences.
When someone shares positive feedback, it means they like your services and products. That means engaging further with them will help build a solid relationship and could encourage them to share more reviews in the future.
It is also important to retain them as your customers and attract new ones. You all know that it is quite challenging to retain your existing customers compared to landing new ones. But with a decent and quick response to positive reviews can create a huge impact on retention and make your customers feel valued and wanted.
3# Improve Your Chance To Market Your Business And Gain More Testimonials
An average customer will read at least 10-20 reviews of a particular product before making a potential purchase. That means good reviews have become a means to gain trust among targeted customers.
So, responding to positive feedback and reviews will help gain exposure and improve the visibility of that statement. Even though customers may share their feedback on a certain social platform, but replying to them will increase their reach among your networks on different platforms.
However, it is better to take customers’ permission before sharing the feedback on any social media platform regardless of the negative, an amazing review. Even though they will allow you to share the feedback most of the time, it is advised to check.
Things To Consider When Responding To Positive Reviews?
- Always Appreciate Your Customers
You should be quick and responsive about thanking your customers for leaving an online review. Conveying what it means to you and your business says a lot about your business quality. So, it is better to appreciate your customers for sharing their experience with the products and services offered by your business.
Don’t forget to personalize according to each customer. It will make them feel heard and valued and encourage them to share their other reviews when interacting with the business again in the future.
Appreciating your clients will have a great impact on their lives, and they will become loyal to your customer, which means they will help you understand the actual needs of customers and what they are looking for. That way, you can improve the performance of your business by catering for the individual needs of your customers.
- Personalize The Response
Like responding to negative feedback, you should reply to positive reviews too and remember to personalize them accordingly. You should avoid copying and pasting generic responses as they would feel unwanted responses as customers would see your reviews and may respond to further interaction with your services.
Pasting a pre-prepared response will affect the customer experience. So, it is better to personalize the response according to each review; it will show that you care and value your customers and respect the valuable time they spend sharing their reviews. That way, you can quickly build a solid relationship as you communicate like a fellow human being instead of a cold-hearted bot.
- Don’t Overuse Keywords
Filling your response with too many keywords can affect your search engine ranking. As discussed above, responding to reviews helps boost your ranking in relevant results, but stuffing the reply with too many keywords will affect the customer experience and reduce your chances of improving SEO ranking.
You should know that adding too many keywords in response will look unnatural and will affect how you engage with your potential customers.
- State The Specific Point From The Review
If your customers leave feedback about a certain product, you should feel free to share more details about that product and why most people love that particular service. That way, you can add more targeted keywords in the response section and improve its reach to a wider audience.
Not only will it help you discuss that specific product and service, but it will also enable you to respond efficiently to your customers. However, you should avoid upselling other products and services offered by your business as it will weigh the marketing aspect instead of personalizing the response according to your customer.
- The Number Of Responses
Some businesses might want to reply to every customer who left a positive review, while others might stay selective in their response. It is often determined by the circumstances inside your company.
For instance, if you are new to the business world, then you may want to reply to each reviewer to make them feel valued and convey how much it means to you. However, if you are running a successful business and receiving lots of reviews every month, then you might want to be selective when responding to a certain percentage of reviews.
- Provide Value In The Response
The best thing you can do to improve the customer experience is by adding value to your response. First, you must know that every customer and potential viewer will read your response and learn how you engage with your valuable customers. If you try and offer something valuable in the response, it is a great way to show appreciation, respect, and attachment to your customers.
This will encourage your customers to try out your services or products again in the future. For instance, you can offer them a money coupon on their next order as thanks or give them a free trial of your services.
However, it is not necessary to offer something tangible; you can offer a general piece of advice, maybe where you explain how to get the most out of your product. Remember, if you are offering something valuable, then you should be consistent. You are risking the chances of upsetting customers if they find out that others were provided something else.
Like responding to negative feedback, you need to personalize the response to the positive ones. Remember, customers are human too, and responding as a fellow will help build long-lasting relationships.