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Peppermint Creates SL

Urb. Señorio de Cortes 44,
Nueva Atalaya, 29688
Estepona, Malaga, Spain
T: (+34) 951 316 553 E: info@peppermintcreate.com


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What To Do With Your Reviews

Building your brand is centred on building trust. And what better way to do that than with great reviews from customers and clients who can share their experiences first hand? But getting those all-important positive reviews -not to mention managing all the potentially false, inaccurate, or  misleading ones that are on the rise, can be a confusing task for those unfamiliar with it and a time-consuming one for busy business owners. But it needn’t be. With some extra preparation and on-going marketing management, you can easily build your brand and your profits simply by properly managing your online reviews.

Nine out of ten online shoppers will read reviews before they make a purchase. It’s essential then, that your company’s products, services, and overall brand be accurately represented in the reviews they read. That’s not to say that every review you receive needs to be a glittering one drenched in praise though. In fact, neutral reviews (those that give a personal experience without offering much in the way of emotion, positive or negative) give important real-life experiences that your online audiences will appreciate as they seek to put a humanistic face to your online branding; and even the occasional negative review can build trust if handled correctly. But inappropriate or even outright fake reviews (which are on the rise), need to be dealt with immediately so that they don’t drag your brand’s legitimacy and hard-earned trust down.

So how should your digital marketing team handle all the reviews coming your way online?

 

Track All Your Reviews – Good & Bad

Before you can respond to what others are saying, you must first listen to what is being said. Review sites like Google My Business, Yelp, Trip Advisor and others have built-in tools to help you track reviews in near-real time. Google Alerts can even notify you when your business name (or brand, or slogan, or tag line, or anything else you want) appears online, within a blog, video, and more so that you can listen in to what others are saying about you -even if not within a formal review setting. If you want to take your branding and online presence to the next level, a digital marketing agency like Peppermint can monitor not only your reviews but your branding reputation as well to keep you at the very top of your game.

 

Using Your Positive Reviews

Positive reviews in hand, don’t be afraid to use them! Reviews can be a prime digital marketing tool for all your online content, from social media to web pages, blogs, and more. But just because they’re positive doesn’t mean you don’t need to respond to them. Positive reviews are great conversations starters with a receptive and encouraging audience, so use that to your advantage by responding and engaging with all (or nearly all) positive reviews as much as you would negative ones. Keep your responses on-brand but for the sake of transparency, don’t offer any gift or reward for good reviews; and if you find this time-consuming (as it very well could be, if your online marketing management is on point), investing in the aid of a digital marketing agency can be a valuable asset to your digital marketing budget.

 

Managing Negative Reviews

Treat negative reviews like you would positive ones, as the start to a conversation. Assuming any review you receive isn’t profane, inappropriate, or outright fake, an unhappy customer is a chance to win them -and others, over with the way you respond to criticism. Be apologetic, exhibit great customer service, and try to make it right.

 

Remove Fake Reviews

Unfortunately, fake reviews are on the rise. Sometimes, a fake review is merely an error but other times these fake reviews are written deliberately as a means to lower your business’s reputation and booster others’ by default. In either case, fake reviews should be immediately identified and removed. Although every website has their own procedure for doing so, with some being easier or faster than others, there will always be guidance on how to remove fake reviews; but if you’re having a hard time navigating all the rules, procedures, and processes, a digital marketing agency can help manage your fake reviews by identifying them and eliminating them quickly and efficiently.

Your digital marketing strategy should have a specific plan for online reviews and your marketing manager, whether in-house or through a digital marketing agency, should be well-trained in how to monitor, manage, and take full advantage of every review and mention your business has online, be it positive, negative, or something else entirely. At Peppermint, our team of marketing experts have the training and experience to know the best ways to manage all of your online reviews and how to do so with style, grace, and professionalism to meet every business’ unique branding style. Get in touch with us today to learn how Peppermint’s digital marketing management can help boost your brand and your online presence all at the same time!