Customer reviews are critical to your business. At a time when 93% of consumers base their purchase decision on reviews, actively managing and responding to reviews is no longer optional.
In this article, we’ll focus on how you can respond to positive reviews for your business to build an engaged community of brand advocates for your business.
What Is a Positive Review?
First, let’s start with learning more about the elements of a positive review. Four components typically make up a positive review. Understanding these components is essential to crafting a thoughtfully worded response and build on the positive customer interaction.
The four elements are: Experience, Response, Helpfulness, and Advice.
So, let’s look at the first element – experience. Here, the customer is reviewing their overall experience of interacting with your business/organization. The customer will talk about how they felt when visiting your business. The customer experience is driven by multiple factors including their expectations, psychological health, past experiences, etc.
Response indicates the way your business delivered the customer experience. The consumer will discuss in the review what happened when they shopped at your store or purchased your services. The review may include how they felt interacting with employees and the sales staff. In a positive review, the consumer will highlight how your employee responded during their visit.
Helpfulness is another key element. Look at the review and see how the individual provided details of the experience. Did they mention a particular employee going out of their way to help with the shopping experience? Do they point out how easy it was to find products or locate services? These elements are helpful when crafting your response to the review.
Advice is the final element. What type of advice does the consumer provide in the review? Is the advice geared towards other shoppers or your employees? Perhaps it covers the management team and how they could offer something different at the business. Considering the Advice element helps you to create a quality response to the reviewer.
Why Responding to Positive Reviews Is Crucial to Future Sales
The accepted business practice for most companies or business owners has been to prioritize responses for negative reviews. However, this also indicates that you take positive reviews for granted, leading to lower engagement rates by your future brand advocates. Positive reviews are customer testimonials that could mean the difference between closing or losing a potential sale.
Consider this, according to a recent Zendesk study, 95% of customers who had a bad experience said they told someone about it, compared to 87% who shared a good experience. Positive reviews are in short supply. So, responding to these reviewers will encourage repeat behavior and inspire others to share their experiences with your company.
How to Respond to Positive Reviews
In general, you should keep track of new reviews of your business. Once you spot positive reviews, take time to respond. Thank the reviewer first for sharing their experience with your company. Show your appreciation and take time to make it personal. Read the review carefully and reference specific things the reviewer talks about to show you care about your consumers.
This small act of appreciation will push the positive reviewer to talk more about your business to family and friends, which is essentially free promotion. They will also be more willing to review your company again the next time they do business with you.
When it comes to best practices for responding to positive reviews, time is of the essence. Don’t let a positive review sit for weeks or months without responding. Answer soon after as this shows you care about your clients.
Reviews are often posted right after a visit, experience, or purchase from a company. If you do not respond in kind soon after, it looks like you did not care about the customer, as they cared enough to post a good review after their experience.
Responding quickly shows that you are appreciative of the consumer and thankful for their business.
Be sure to share positive reviews on social media sites such as Facebook and Twitter. Potential customers or prospects can read these reviews to make future purchase decisions. Prospective customers will take an active interest in looking at your services or products as a result. This means a potential increase in new business.
Place as much time and effort into your positive reviews as you do the negative and you will see a drastic difference in your traffic flow, both within your retail space and online. Positive reviews have power, so make sure you are harnessing it!
Digital reputation management solutions like Synup offer automated response capabilities that allow you to respond to a review as soon as it is posted. Synup’s intuitive automations help you be more responsive to positive customer feedback. More importantly, Synup’s reputation management suite also enables you to centralize all customer feedback and set up notifications to ensure no review goes unanswered. Your Synup dashboard automatically tags reviews based on keywords like price, experience, service, wait times, and more – surfacing insights that are crucial to your customer experience.