Online reviews can have a big impact on your business and your brand. The overwhelming majority of consumers — 93% — report that online reviews have a major influence on their buying choices, while 91% of those in the 18-34 demographic say that online reviews are as trustworthy as a recommendation from a friend. Learning how to respond to positive reviews can help boost your local Search Engine Results Page (SERP) ranking, increase sales and drive more traffic to your site.
Unfortunately, it's all too easy to take good reviews for granted, and only focus on the naysayers who post negative reviews of your business. And that's a mistake. Good reviews give you a chance to demonstrate appreciation for your customers, and that goes a long way toward building consumer loyalty.
Here are some simple tips on how to respond to good reviews:
1. Respond quickly
Let your customers know you're paying attention by providing a timely response to their reviews. Waiting days or weeks can dilute the positive value of a great review by giving your customers and prospects the impression that customer service isn't a priority for your business.
2. Personalize your response
While it can be tempting to simply use a canned reply, keep in mind that the reviewer took the time to craft a personalized review praising your company.
Not only does a personalized response demonstrate that you've actually read their review, it lets the reviewer and the community at large know you want to build strong, lasting relationships with your customers.
To personalize your response, you can:
- Address the reviewer by name
- Highlight the products they mentioned in their review
- Look at what they purchased and comment on those specific items in your response
Here's what a personalized response might look like:
"Jim, thanks so much for the review! We're glad to hear you enjoyed your boots! We look forward to serving you again soon!"
"Marsha, thanks for taking the time to review your recent order. We're thrilled to hear you're happy with our signature strawberry bath bombs! Happy bathing!"
3. Always say thanks
Be sure to start every response with a simple "thank you." It shows that you not only appreciate the business, but that the reviewer demonstrated their support for your business with a positive review.
4. Offer perks for positive reviews
While you don't want to give the impression that you're "buying" positive reviews, it's perfectly okay to offer a small token of your appreciation to customers who write positive reviews.
This could mean sending them a time-limited discount code or access to a family-and-friends discount. You might also consider providing a product sample with their next order along with a personalized thank-you note.
Just keep in mind that if you offer a perk to one reviewer, you need to offer it to everyone who leaves a positive review.
5. Promote your products
Take advantage of the opportunity to plug the products your company offers. This can mean mentioning products the reviewer might want to try the next time they make a purchase from your business, or promoting an upcoming product launch.
Here's an example of how to respond to positive reviews while promoting your products:
"Hi Shaheed, thanks so much for your glowing review! We're thrilled to hear that your family enjoyed your customized tees! Be sure to check out our collection of sweats as well — they're made from the same 100% cotton as your tees, so we're sure your fam will love them too!"
6. Don't ignore the negatives
Good reviews aren't always filled with accolades. Sometimes, reviewers go to great lengths to describe both the positive and negative aspects of their experiences.
If a reviewer mentioned a less-than-satisfactory experience with anything related to your business, be sure to address the issue. Thank them for their feedback, and highlight the positives in the review along with the negatives. This not only lets the reviewer know that you appreciate their perspective, but that you're focused on achieving 100% satisfaction, 100% of the time.
Here's an example of a response to a 'mixed' review:
"Gina, thanks for taking the time to write a review! We're happy to hear that your pup Henry loves his new leash! We're sorry that your order took longer than it should have to arrive, and we can assure you that we've contacted our shipping partners to improve our delivery times."
7. Use a customizable response template
If you don't have the time to write a complete response for every positive review your company receives, consider using a customizable response template.
Here are some templated responses you can personalize for use with your e-commerce site:
Hi [NAME]! Thanks so much for taking the time to share your experiences with [COMPANY NAME]! We're happy to hear that you're happy with us, our products and our service! Thanks again, and have a fantastic day!
Hi [NAME], thanks so much for the five-star rating! We appreciate your business, and we look forward to seeing you again soon!
