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Retail/One-Off Purchase Negative Review Response
Why We Like It
This is a great example of offering customers an incentive to try your service or product again. Not only did the responder relay the information to the chef to make sure the error doesn’t happen again, but they also offered the customer a meal on the house to make up for the mistake.
3. Ecommerce Experience Negative Review Response Example
If your business offers ecommerce, customers will focus their reviews on the quality of your website. Since the majority of customer touchpoints will take place on your webpages, you should be prepared to respond to feedback regarding user experience. If possible, try to include troubleshooting steps that can help the customer resolve their issue.
Here’s an example of one situation that could occur.
Ecommerce Experience Negative Review Response
Why We Like It
This response works because it gives the customer options to solve their issue. The customer support rep researched the customer’s issue, provided an actionable solution and then provided a direct contact for customer service if the troubleshooting options didn’t work.
Responding to good reviews is much simpler than dealing with an irate customer ranting on about how bad of a company you are. Many business owners focus their attention on responding to reviews solely when there needs to be damage control. This makes sense — how often does a positive review spread like wildfire? So, why bother with having your team respond to good reviews?
Because good reviews can create raving fans and that can compound into new business. Here’s how you should respond to positive reviews:
1. Respond quickly.
Even if a customer gives you a positive review, you shouldn’t sit back and relax. Instead, you should reinforce their delight by responding to their message quickly. This shows that you’re invested in customer feedback and are grateful for their review.
Additionally, if you can respond fast enough, you may be able to start a live conversation with the customer. There, you can obtain even more feedback by asking them about specific features, notable experiences, or minor points of friction. Not only will this provide you with valuable information, but it may also yield more positive feedback for your company.
2. Use customer names in your responses.
First and foremost, always greet a customer by their name, not some generic “hey there” or else it’s not genuine (unless the name they leave is clearly fake like abc123). People’s attention is activated when hearing their own names. In a study done by Dennis P.Carmody and Michael Lewis on Brain activation when hearing one’s own and others’ names, research showed that “hearing one’s own name has unique brain functioning activation specific to one’s own name.”
3. Express your gratitude.
You cannot expect appreciation if you don’t show any yourself. Expressing gratitude to a customer that left you a good review demonstrates that you don’t just pay attention to the “squeaky wheel,” but to the customer that doesn’t give you a headache (which is surprisingly often overlooked).
4. Provide additional value.
So you think a simple thank you will get the job done? Maybe, but what is different about your brand than any other one responding to a good review? Providing additional value means you can share content with the customer that they can…well…get value out of! If your customer left a good review about how much they love the new feature in the app, offer to let them be beta testers on upcoming features — think outside the box!
5. Encourage customers to advocate for you.
Positive reviews present an opportunity to turn happy customers into loyal advocates. When responding to a review, ask the customer if they’d be willing to share their review with others. Or, ask them if you can post their review to your company’s social media pages. Sharing their stories with your followers is a great marketing tool for customer acquisition.
6. Use a friendly sign-off.
Before you conclude the interaction, be sure to end things on a positive note. Sign your name to personalize the message and use an enthusiastic, uplifting tone. After all, you should be thrilled that the customer posted a positive review for the world to see.
7. Record all customer feedback.
Customer reviews — whether they’re positive or negative — are learning opportunities for businesses. Your team can learn just as much from a positive review as it can from a negative one. And, it’s important to record both types if you want to improve the customer experience at your business.
Negative reviews highlight the immediate problems with your customer experience and what customers think you can do to fix it. Positive feedback tells you what you’re doing right and what you should continue doing if you want to retain customers. It’s important to keep track of both so you can correct flaws in your customer experience without jeopardizing any features that your customers like most.
Positive Google Review Response Examples
1. Business/Agency Positive Review Response Example
The question must be asked, what should your response to a positive review look like? Remember, customizing the response to the customers’ review is vital.
Let’s use the following example: You own a digital advertising agency that focuses on graphic design and social media marketing campaigns for small businesses. One of your customers, Sally, leaves you a positive review that raves about your quick response time to their requests as well as the quality of work that’s being delivered by your company.
Here’s an example of what a positive Google review response might look like: