How to Respond to Reviews

Chelsea Craig

Chelsea Craig

Responding to Customer Reviews
Best Practices for Review Management:
Respond – You always want to show that you value feedback as a company and responding to acknowledge reviews demonstrates this
Timeliness: Respond to all reviews within 24-48 hours to demonstrate you care about your customers and their brand experience
Professional: Always be professional in responses, think of the “Cover of the NY Times” analogy. Anything you wouldn’t want printed, don’t say
Accept Fault: If it is a negative review, accept ownership as the brand that something occurred for this to be an off experience.
Be Brief: Company responses, especially when on negative reviews, are rarely viewed in the right. Apologize, provide a way to get in touch, and move on. Do not go back and forth defending your side, with reviews the customer always appears right
Be personable! Especially on positive reviews, be friendly and respond in alignment with your brand! Mention the reviewers name, reference something they mentioned, etc.

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