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Seven secrets to positive online reviews
What can you do legitimately obtain positive online reviews? Below are some tips for you to consider.
- Pay attention to the reviews you already have.
It may sound obvious, but you can’t generate positive reviews unless you have happy customers to write them. And make sure you resolve any issues from past customers.
- Consider asking for reviews.
Not good reviews, just reviews, and not until the end of the transaction. You don’t want to be pushy, but after you’ve delivered a service or product, it makes sense to ask that they review you on Tripadvisor or to fill out a survey. And let them know that you take their opinions seriously.
- Or simply make your Web presence known.
Let your customers know you’re on Facebook and Twitter and encourage them to like your page and add their feedback on the wall.
- Respond quickly to bad reviews.
Resist the urge to defend your company, product, or employee, an approach that almost always makes things worse. The key is not to fire back at the customer, but to examine the problem and resolve it. Thank the customer for their feedback and apologize for the bad experience. More often than not, the customer just wants acknowledgement that the owner understands there’s a problem and will try to fix it. Other online users will see that you have made the effort to try to rectify the situation. If the review is unwarranted, it’s important to resist the urge to get defensive. Respond with empathy and appreciation.
For more tips on social media reputation or how to respond to Tripadvisor reviews, speak to one of the marketing consultants at TA Fastrack today on 07 3040 3590.
- Make reviewing as easy as possible.
There are many ways to get your customers to provide you with their feedback. You can get your customers to fill out a survey (online or paper). Send customers an email with a link to Tripadvisor or let them know the link is on the website and encourage them to review you online. Inform them that you’re on Facebook and Twitter and encourage them to ‘like’ you.
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|about TA fastrack|
TA Fastrack is Australia’s leading travel, tourism and hospitality industry business improvement and marketing solutions provider. TA Fastrack offers a range of specialised services including management consulting, business coaching, a full-service marketing and PR agency as well as training services. With a vision to provide companies the ‘world’s best practices’ in the industry, TA Fastrack guarantees a fastrack in your profits and personal performance. With Australasia’s most experienced team based in Australia, New Zealand and now in Singapore, we can deliver business solutions wherever you are. To learn more visit www.tafastrack.com or call +61 7 3040 3588.
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