If your business has a website, chances are that customers have reviewed it online. Depending on the review itself, this can be either a blessing or a curse. Either way, monitoring the user reviews is a must.
Before diving head first into this sometimes tricky landscape, you need to keep a few things in mind. First and foremost, understand that your business may not be perfect in every situation; as it is impossible to design, sell, and market something that pleases everyone. Keeping this in mind, consider the enormous weight of an online review. Customers browsing the internet do not have the luxury of seeing a live demonstration of a product or service. They must rely on the experiences of others. An outstanding review and rating might sell your business for you, while an unfavorable one could prevent someone from even considering buying from you. If there are any negative reviews, use them to your advantage as a way to personally reach out directly to the customer and quickly address the issue. Providing a discount on the purchase, an incentive to try the product or service again, or a 100 percent refund may be a few options to turn the situation around. On the other hand, promote a positive review on your website or through social media and provide an incentive for customers to write reviews by offering a coupon or discount on their next purchase to increase the loyalty to your brand.