Review tracking can do more than help you keep your finger on the pulse of customer opinions and satisfaction. It provides an excellent way to begin customer conversations that can provide valuable opportunities and information that can drive sales, satisfaction, loyalty and more.
Respond to Positive and Negative Online Reviews
Demonstrating that your company is committed to customer satisfaction in a way that is both simple and manageable is vital to every business. This is what online review tracking tools can deliver. Responding to negative online reviews helps you manage your online reputation by giving you a second chance to make customers happy, and that’s important.
But when you add responding to positive online reviews into the mix, you not only build credibility in the marketplace, you initiate important customer conversations that show you care what people think about your business.
Customer Conversations Are Vital
In the offline world, engaging customers in face-to-face conversations often makes it easier to make a sale, address an unhappy customer’s problem, and build customer loyalty.
Many businesses look at their online presence or business differently than brick and mortar space, and therefore they look at online customer relationships differently. While that seems logical on some levels, this means many businesses do not look for opportunities to have customer conversations online, though they should.
Customers, whether face-to-face or online, want to engage with the companies they support, and the best way to engage someone reading online reviews about your company or a visitor to your website is through conversation.
Online review tracking requires a state-of-the-art tool to help you quickly identify where you can begin conversations. Particularly if your company has a broad online reach and a lot of Customer Generated Content being posted about it.
By reviewing all of the online reviews and comments posted about your company, you can determine where your input makes the most sense and where you can really engage customers.
Use the Information You Gather Through Online Review Tracking
Both positive and negative online reviews offer insight into your company and its products or services. This can empower your brand by giving you valuable information on how you can change or adapt to improve not only your online reputation but your bottom line.
Ultimately, a streamlined approach to online review tracking and using the information to initiate customer conversations can improve your brand and your business success. When your customers talk, people pay attention. When you engage them, you show your commitment to customers, and they want and expect that.
RepUvue’s suite of online review and reputation management tools allows you to track online reviews and use that information wisely.
Contact us today to see how.