Mastering the Art of Effective Customer Review Responses: Key Principles for Success

  • Respond quickly: The faster you respond to a review, the happier your customer will be and prospective customers can see that your business is dedicated to solving customer feedback in a timely fashion.
  • Respond to all negative reviews: Negative reviews can drastically impact potential customers buying decision. You must respond properly and quickly to help alleviate the issue.
  • Address positive reviews: It is important to always be grateful to the customers that leave positive reviews for your business. Show potential customers your business values honest feedback.
  • Mitigate the bad and maximize the good: Responding to reviews in real time isn’t merely about improving your reputation, but mitigating any potential harm and expanding your visibility through search engine optimization (SEO)

Why do online reviews matter?

For businesses looking to increase sales and new customers — as well as keep current customers happy and coming back — online reviews are a huge part of the modern business model. Just check out some of these incredible stats from a recent Invespro study:

  • 90% of consumers read online reviews before making a purchase
  • 88% of consumers trust online reviews as much as in-person ones
  • 72% of consumers say that positive reviews make them trust a business more
  • 72% of consumers will take action only after reading a positive review

While these stats are definitely eye-opening, it all comes down to one basic principle: positive online reviews equal more business, with the key word being positive. So how can your business increase positive reviews, revenue, and new customers? One thing that can have a big impact is responding to all of your reviews.


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