Have you ever texted a friend to say or share something, days went by, and they didn’t answer back? Worst of all, when you go and check, you realize they’ve left you on seen.Not the best feeling ever, right? It probably didn't make you feel so hot about your relationship.
To grow any positive relationship, you’ve got to care. As a business owner, it’s never a good time to forget that every interaction you have with a customer can nurture or neglect your relationship. And answering online reviews on Yelp or any other online platform is no different.
Here are some reasons why you should always answer both positive and negative reviews:
Answering reviews can become time-consuming, so when you get positive reviews, it’s only natural to wonder, is it worth my time responding to it? After all, this is a happy customer that loves my business.
Well, it turns out it is. You see it's an easy opportunity for you to gently nudge this happy customer into becoming an advocate for your brand.
Brand advocacy happens when your customer can't shut up about your business. Have you ever felt that way? I know that when it happens to me, it's when not only a business' service/product has exceeded my expectations, but they've made me feel appreciated by them.
So next time, you get positive reviews respond to them. Acknowledge the rave and keep an eye out for any constructive criticism. Good reviews often mention key things you can improve upon.
You could also move a step further and contact them in a direct message to offer a discount or enroll them in a loyalty program. This way, you will take their experience with your business to a whole new level.
Whatever your business industry is, there is some fierce competition out there. But you can stand out on Yelp by doing things pretty straightforward.
Like, yes, you've guessed it, answering reviews!
“Among consumers that read reviews, 97% read businesses’ responses to reviews.”
As it turns out, per this study, people not only care what customers are saying but the way you respond to them. This gives them a glimpse into your customer service experience and how you handle feedback.
By answering reviews, you are not only showing potential customers that you care, but you are also letting them know your brand a little bit better. Using your brand voice will allow them to see your human side and personality.
With over 100 million Yelp users, there is a steady stream of visitors going through the platform. So what happens when a potential customer is scrolling through your profile and lands on some negative reviews?
Bad Yelp reviews can make business owners cringe. And with good reason, worrying about your online reputation is completely valid according to a survey from Bright Local:
“82% of consumers read online reviews for local businesses, with 52% of 18-54-year-olds saying they ‘always’ read reviews”.
But bad reviews aren't the end of the world. From the same study, we found out that:
“71% of consumers say they’re more likely to use a business that has responded to their existing reviews.”
Therefore responding to your online reviews allows you to do some reputation management by changing the narrative of a negative experience. Sometimes negative Yelp reviews can get personal, but remember to keep things professional, acknowledging their problem, and offering a solution to it.
Similar to the previous point, you can get a lot of valuable information from reviews. Knowing and addressing your customers' concerns will inevitably help your business grow.
Even though social media is known for connecting brands with consumers, we can't forget the power review sites hold. After all, your customer is specifically giving an opinion of your business. This gives you essential knowledge that you can leverage into bettering your brand.
Remember to respond to Yelp reviews is to care. It's an easy way to connect with your customers and attract new ones. Excellent customer service is an asset that will keep them coming back.
Furthermore, by adequately answering good and bad reviews, you can make your brand seem accessible and friendly. And you will be encouraging other Yelpers to leave a review on your profile and ergo better your rating.
Want to know more ways to increase your number of reviews? Check out this blog.
Let Us Do The Heavy Lifting
At Gray Group International, We are a growth collective that helps rapidly scaling businesses implement frictionless systems that drive more internal and external customers through a “WOW” worthy buyer and customer journey towards advocacy.
Our team of fearless risk-takers will create a marketing and promotional plan that is unique to your brand, from the web design to the personalized text message campaign. Together, we can explore new ways to reach prospective leads in the digital landscape.
Call us today for a complimentary consultation to learn about how we can help you reach your target audience, nurture leads, and grow your business with Yelp and other digital strategies. Let us do the heavy lifting while you propel your brand into a bright future.