One of the most important factors in a customer’s decision making process is online reviews. What are other customers saying about your business, website, product or service? Online aggregators such as Google Reviews, TrustPilot, TripAdvisor, Yelp, Amazon and OpenTable, carry with them a tremendous amount of influence. So what do you do when you get a bad review from someone? This module teaches best practices on how to handle exactly that.
What You Will Learn
Many times, bad online reviews reflect a poor experience by the customer. They are legitimate experiences from the customer’s point of view. There are a set of DO’s and DON’Ts when it comes to how to handle a bad review, and even how to effectively manage it into a positive and responsive customer experience for others who may be reading about someone else’s negative experience. Learn how responsive you need to be, which channels to use, when to take it “offline”, and how to get the same negative customer to edit or amend their review with their new, positive experience, once you’ve made things right.
- Best Practices in Managing Reviews
- Creating a Schedule or Cadence
- How to Leverage Positive Feedback
- Sentiment Monitoring Scoring & Tools
- Which Platforms to Use
- Creating a Consistent Tone
- How to Mitigate Negative Feedback
- Competitive Monitoring
DID YOU KNOW? 💡
- Online reviews can make or break a customer’s decision
- 93% of buyers research product reviews before buying
- Positive reviews increase consumer trust and can help your search engine ranking positioning
- 3.3 is the minimum star rating of a business consumers would engage with and only 13% of consumers will consider using a business that has a 1 or 2 star rating.
- 94% say an online review has convinced them to avoid a business.
WHO IS THIS FOR?
Any business or individual with a website that wishes to better manage their visible online reviews and improve overall online feedback and customer sentiment.
Nearly every product or service path to purchase begins with online research and reviews are critical to your success.
Retail, restaurants and food services, automotive, financial products, practitioners, and many more, depend on positive reviews across a number of platforms.
Your customers are looking for you. What are they going to find?
This course on Managing Online Reviews requires no prior knowledge handling online feedback. If you are a beginner, this is a fundamentals course to help you get off the ground.
If you are intermediate-to-expert level, you may still gain additional knowledge in areas such as sentiment monitoring scoring and tool sets, as well as competitive feedback monitoring.