Thanks to the growth of sites like Yelp, TripAdvisor, Google, and Facebook, online reviews have become one of the most important factors influencing consumers’ purchase decisions. It isn’t just customers who are writing reviews of businesses. Employees are making their voices heard, too. Review sites like Glassdoor have put employee reviews front and center.  As…

8 Amazing Examples of Business Owners Responding to Reviews

Online reviews on sites like Yelp, TripAdvisor, Facebook, and Google give people a way to share their customer experiences not only with businesses but with fellow consumers, too. And consumers rely on these reviews in order to discover businesses and brands that provide the best customer experience. That’s why monitoring and responding to reviews is an…

responding to bad yelp reviews

No one should be scared of Yelp. Sure, online review sites have an increasing impact on the revenue of a company—a 9 percent increase in revenue with each additional star rating—but don’t take that as something that is out of your control, but rather as a tremendous business opportunity and a challenge. Why does it matter? A…

responding-to-positive-reviews

Is this post even necessary? Do you even have to do anything whenever you get a positive review online? Surely, there is no strategy that could make a happy customer… happier? Sure, a business owner or marketer will have to respond to negative reviews, but if customers have nothing but awesome things to say about…

best-practices-to-responding-to-online-reviews

Responding to online reviews is one of the most effective ways to learn from – and build goodwill with – your customers. Keep in mind that responding to reviews is a task that should be approached with utmost care. Sometimes your best intentions can come across in a not-so-good way, and your innocent attempts to…

customer experience

In metrics-based brand management, one of the most important steps of the process is benchmarking. Having a clear idea of the standard by which your processes, services, and results will be measured can help in any facet of a business, but it is particularly important in areas that directly affect the customer. Review responses on third-party…