Nearly all consumers read online reviews before interacting with a business, and nearly 90% of them say they trust online reviews as much as personal recommendations. Positive reviews boost a company’s reputation. An effective review strategy begins by delivering a good customer experience. Customers should be encouraged to share these experiences online, and their testimony then needs to be promoted. None of this will help, however, if your business’s basic information isn’t correct on Google. If negative reviews appear, respond to them promptly and admit any mistakes. Contact the customer offline if appropriate.

Key Takeaways:

  • Positive customer reviews can be used to build your brand’s reputation.
  • Encourage customers to share their positive experiences, then promote their reviews on social media or your website.
  • For a negative review, respond promptly, admit any mistakes, and contact the customer offline if appropriate.

“Negative reviews happen as well, and the most important thing is to learn from them to improve your customer service for the future.”

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