Although it may sound obvious, many brands focus on the negative reviews and fail to follow-up on the positive ones. Both need to be responded to, but for different reasons…
Negative reviews need to be responded to in order to repair a relationship with your customer and responding to positive reviews helps build upon an existing positive relationship.
By responding, not only will you improve customer retention rates by boosting the loyalty of happy customers, but you’ll also increase your chances of acquiring new customers by further publicising glowing reviews, and showing how committed your brand is to keeping communication channels open. In fact, responding to as many customer reviews as possible can also increase your visibility within search engines; when Google is determining its local ranking, it factors in “Prominence”. Prominence is based on information that Google has about the business from around the web (inc. links, articles and directories) and can also be improved by encouraging and responding to reviews.
So, with that being said, what are the best ways to respond to positive reviews?
“So happy with the knitwear I purchased for an upcoming city break- such great value and the customer service was great.
By using the customer’s name, your response will come across as more natural and sincere.
Example: “Hi [customer’s name]- thanks for your review!”
In the same way you would respond to all points made by an unhappy customer, all positive points should be recognised and responded to, too!
Example: “…It’s great to hear that you were pleased with your service and the products you purchased.”
You can enrich positive comments made by the customer by reinforcing your brand’s purpose, message or values.
Example: “…It’s hugely important to us to ensure our customers are happy.”
Thanking your customer once again for their review and for being your customer will go a long way…
Example: “…Thanks once again for taking time out to leave your feedback and thank you for shopping with us.”
Adding a small nugget of extra positivity mirroring the customer’s info at the end of the response adds personality and sincerity…
Example: “We hope you continue to enjoy your knitwear and have a fantastic time on your holiday!”
“Hi [customer’s name]- thanks for your review! It’s great to hear that you were pleased with your service and the products you purchased. It’s hugely important to us to ensure our customers are happy. Thanks once again for taking time out to leave your feedback and thank you for shopping with us. We hope you continue to enjoy your knitwear and have a fantastic time on your holiday!”