Reviews

Whether the sentiment being expressed online is positive or negative, it is important for brands to have a review management strategy that defines how they will handle the opinions being expressed by customers online.

Do you need to keep track of the corporate reviews that people post about your brand on websites like Glassdoor, Trustpilot, and Consumer Reports? The short answer is yes.

In an era where third-party review platforms seem to hold all the cards, first-party reviews offer a way for brands to take back control over their online reputations.

As a brand, your reputation is everything. One of the ways to uncover how people feel about your brand is by tracking the sentiment in online reviews.

Most advice regarding how brands should manage online reviews focuses on tracking review sentiment or replying to dissatisfied customers. But what happens when a review requires more than just a brief online response? How should brand marketers handle the most difficult reviews?

Negative reviews consistently rank as a top concern for brand marketers. The best way for brand marketers to lessen the blow of a negative review is to post a well-crafted response.

Research shows that customers are actually more likely to leave reviews about positive experiences than negative ones. Responding to positive reviews is just as important as responding to negative reviews.

Are you struggling with the best way to respond to online reviews? Whether the reviews are positive or negative, you need a way to acknowledge and validate your customers’ opinions.