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How can you respond to positive reviews?
It is easy for us to take the positive things in life for granted. We tend to focus the majority of our energy on issues that need fixing, or we are desperate to go through the to-do list these days, wishing there were more hours a day to get it all done.
However, when something is going well in our life, such as health and good family and friends, we somehow assume that it will always be so. We tell ourselves that we don't have to work on the positive aspects of our lives.
It is only when these positive things are absent in our lives that we realize their true worth, and it is no different when it comes to your business and the world of online reviews. Organizations can spend so much time combating their negative feedback that they begin to neglect their positive reviews, or at least take them for granted.
You may not realize until too late that failing to deal with happy customers and positive reviews can lead to neglect, and before they know it, your negative feedback (and reactions to it) begins to matter, and so does your customers will start to notice.
While responding to negative reviews is definitely important (and we covered the best way to respond to them here), here we'll explain exactly why responding to your positive reviews is the same important is like responding to the negative, giving you tips on how to compose that perfect answer and giving you some examples of how to respond to positive reviews.
Why should I respond to positive reviews?
1. They give the opportunity for free advertising and references
We have written earlier about the importance of references for your company. Given that the average customer today reads around 10 reviews before buying a product or using a service, good reviews are becoming the lifeblood of many industries and organizations.
With every positive review you reply to or share on social media, you increase the awareness and reach of that feedback. For example, a customer could give their good rating of you on Twitter to around 100 of their own followers, but your response could extend that reach to your own followers across multiple platforms as well as on your own website, increasing the reach to thousands more.
Always ask the customer's permission before disclosing the information, as this shows basic respect and consideration. Most of the time, they'll be more than happy that you share their good review with them or use it as a reference, but always get yourself covered!
2. It makes the customer feel valued
A customer took the time to say something nice about you. It is therefore natural to respond to them, or at least thank them for their time. People like to be noticed and valued, and there is a good chance that after responding to this feedback you will encourage further collaboration with this customer.
Remember, if they left a positive review, they already like you and your product. Further engagement with them will only strengthen the relationship with them and could cause them to be more critical of you in the future.
This is also useful for customer loyalty. We all know that trying to get a new customer is a lot harder than keeping an existing one. With just a little effort and a short reaction to positive feedback, you can significantly increase your chances of customer loyalty and give people the feeling of being sought and valued.
That, in turn, means that if you don't get involved and ignore your positive reviews, you could have the opposite effect of making the customer feel neglected and more likely to turn to one of your competitors to take care of them.
3. It can increase your search engine visibility
By responding to reviews, you are showing the search engines that you are a company that loves to engage with their customers, and those who do tend to provide better customer service overall.
Try to make your company available for review on as many platforms as possible, and be sure to allow Google to review it. The search engine giant will always prioritize the reviews submitted through its own platform, and the more reviews have answers, the better.
Don't limit yourself to just Google, use Yelp, Trustpilot, and as many social media platforms as possible. The more engagement you have, the greater the chances that you will appear at the top of the results. You can improve the results even further by signing off your company name, location, and any keywords related to your business or product that the customer mentioned in their review.
This is especially helpful for local businesses too, and this webinar will go over some strategies you can use to optimize your local search engine results and use your responses to reviews for better rankings.
How can you respond to positive reviews?
1. Always personalize the answer
Similar to a negative review, the first step in responding to a positive review should be to personalize it. Don't just copy and paste a generic response to any feedback, customers reading your reviews will easily see it and you will be portrayed as a lazy company.
Find out about the customer. Address the customer by name (if possible) and write to him as a fellow human being.
2. Always thank the customer
You should always start with a quick thank you message to show your appreciation for their evaluation. And don't forget to wrap up your message with a second thank you letter too, to really show customers that you care about their review.
3. Address certain points in your assessment
If a customer referred to a specific product, you can refer to it in your response. Mention how popular they are with other customers or how proud you are of this special service.
This is also a great opportunity to include in some of your keywords that are specific to this type of product.
However, try not to upsell or talk about other products and services. This can seem insincere at times. Things should remain authentic and connected to that particular assessment.
4. Don't overload your answer with keywords
We mentioned earlier that responding to positive feedback is a great way to improve your search engine rankings. However, be careful not to overload your answer with too many keywords or mention your company name too often, as this can seem unnatural.
5. Try to offer something of value in your response
Remember that when you respond to the feedback, you are not only responding to that individual customer, but to every other and potential customer who reads this review. If you offer something of value along with your thanks, they may be more likely to notice you and try out your product or service.
For example, you might want to offer them a free product as a thank you or a discount coupon for their next purchase. Your offering doesn't have to be something tangible though, it could even be general advice, maybe an explanation of how to get more out of the product, or highlighting a loyalty program that you may not have been aware of.
Whenever you offer something, however, always make sure that you are consistent. If a customer finds out that another customer was offered something else, you risk pissing them off, so keep all of your offers the same.
6. Rate the number of reviews you respond to
While you might want to respond 100% to your positive feedback, you might want to try to be a little more selective. How selective the whole thing is, of course, depends on the specifics of your company, e. For example, if you are a brand new company, you will want to connect with as many customers as possible.
However, if you're a bigger brand and you're getting hundreds or even thousands of reviews every month, it might be better to only respond to a percentage of those reviews. Because if you respond to every single response, you could start cramming your social media feeds and you could end up scare off your other customers who will then see you as shameless self-promoters.
Ultimately, you need to find a balance that works for you, but a good general rule to follow is to respond to lengthy reviews that customers took the time to do in-depth research into why they were using theirs Service were satisfied. In return, you can choose not to respond to shorter reviews like “Great Product!” Or those that only leave a star rating but no text or details.
Examples - How to respond to positive reviews
1. Hello [name],
Thank you for your feedback! We are very pleased that you liked our [product / service]. We found it to be a clear customer favorite!
Did you know that for every 5 purchases of this [product / service] all our customers are entitled to one free purchase? We will send you a message to let you know how to make your claim!
Thanks again for the review and for being such a great customer.
2. Hello [name]
we can't thank you enough for the kind words about [product / service]. Your rating means a lot to us and shows us that we are on the right track!
To show our appreciation, we would like to give you a discount of 10% the next time you visit our shop in [City]. We have your contact details and will send you your voucher directly!
We look forward to seeing you again soon and thank you again!
3. Hello [name],
wow, we were blown away by your positive words, we are very grateful for the time you took to write such an in-depth review!
We noticed that you mentioned that you want to get more out of your [product / service]? We've put together some practical guides on YouTube that might be of interest to you. You can find it under this link here [Link] or if you have any questions, please contact our customer service at [telephone number / e-mail address]!
4. Dear [name],
we just want to thank you for taking the time to write this review of [product / service]. We're a small, family-run local business here at [company name], and any feedback like this helps us a lot!
Thank you for your kind words about [name of employee], she remembers your visit and looks forward to seeing you again soon!
We value customers like you and hope that you will stay with us for a long time to come!
Remember, however, that just like responding to negative reviews, you need to personalize your responses to the individual customer. These templates are a good place to start, but you'll need to customize them on a case-by-case basis. As you know, your customers are human too! So as long as you treat them with respect, thank them for their rating, and see what you can offer them, you will perform extremely well.
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