Image default

How to Use Online Reviews to Increase Customer Engagement

If you want to improve customer engagement, here are some tips: Identify review networks, request reviews immediately, respond to reviews, and more. Consumers spend 70-80 percent of their time on search engines, and more than half of these searches are made via Google, Apple, Bing, or Facebook. To increase your response rates, request reviews in different formats. Make your requests meaningful, as the longer reviews are considered more trustworthy by Google.


Positive reviews

To increase your e-commerce sales, you should use online reviews to your advantage. A small business trends report shows that even negative reviews can help boost sales. It shows how important it is for customers to give feedback, but it’s important to remember that most companies would rather not have any negative reviews. While these reviews may seem unwelcome initially, loyal customers can speak for your business and silence naysayers.

One of the most overlooked ways to improve your brand’s visibility on the web is by using online reviews to increase customer engagement. Customers will be more likely to leave positive comments online if they feel that their experience was good. This will not only increase sales but will also help to enhance your brand reputation. In addition, using online reviews to increase customer engagement will also improve your marketing efforts. You can even offer free giveaways to encourage positive comments.

Responding to negative reviews has many benefits for your business. For example, responding to a negative review can increase the likelihood that a customer will visit a local business if the business owner responds. Furthermore, responding to a negative review increases the possibility that the customer will see the company again and that they will even upgrade their review if the owner responds. Positive reviews can also lead to better experiences for existing and future customers.

A comprehensive study published in the Harvard Business Review shows that a positive online review can boost revenue by as much as 9%. In other words, increasing one star in online reviews will result in higher overall revenue and increased sales. These benefits are worth pursuing as long as the customer is happy with the product. But make sure to be fair and ethical when responding to negative reviews. If your customers like your products and services, they will be loyal and will spread the word about the good experiences that they’ve had.

Online reviews will also help your business better understand what your customers love. Online reviews help create emotional connections with your customers. A brand that can provide a unique experience will win over customers. Customers like to feel heard, and reviews can help you project a compassionate and attentive business image to potential customers. Review websites are essential platforms for customer engagement. So what are you waiting for? Try leveraging online reviews to boost your customer engagement today!


Freeform reviews

While many businesses offer review options, some overlook this opportunity to increase customer engagement. Studies show that over 77% of consumers are willing to leave online reviews, but most businesses overlook this valuable feedback source. Companies must actively encourage customers to provide feedback on their online presence. For example, they can use social media to share their customers’ experiences, install a special feedback button on their websites, or send out an email request after purchase. Another way to encourage customer feedback is to manage a community dedicated to online reviews.

When it comes to encouraging freeform reviews, make sure to keep the content relevant. While the content of online reviews is often free-form, it can offer valuable insight into various business metrics and significant revenue. Freeform reviews can boost customer engagement and drive business revenue growth by identifying recurring issues and standardizing best practices. It’s important not to make freeform reviews feel “bait and switch” because these reviews can feel artificial and misleading.

An example is when multiple negative reviews are posted with the same complaint. This may indicate a problem worth addressing. For example, if 15 different consumers complain about a slow checkout process, that might tell a problem worth fixing. In addition, 94% of consumers are discouraged from buying products online because of negative reviews. By addressing such negative trends, brands can improve customer engagement by implementing solutions.


Identifying review networks

A review management strategy can help you maximize customer engagement on review networks. To start, identify which review networks are essential to your business. These review networks can vary depending on the industry, with TripAdvisor and Google My Business geared towards specific industries. For local businesses, Google My Business is also a must-have. Your restaurant probably has reviews on Yelp, Google, and TripAdvisor, as well as through delivery apps.

Social media has enabled companies to use online reviews to understand their customers better and improve customer retention. Companies can improve social media marketing performance by posting customer reviews online and enhancing their customer experience analytics program’s goals. The best companies are also leveraging online reviews in their social media strategy. Reviews have proven to be more effective than paid advertising and promotional content. They can even act as brand advocates.

Replying to reviews is essential to building customer trust and generating repeat business. It’s also a proven best practice: 89% of consumers read the responses posted by companies. In addition, it helps cement the brand identity and forge connections with consumers. However, replying to every review is not easy. But if you can manage to master it, the rewards are enormous. After all, it takes time and a great deal of effort.


Responding to negative reviews

If you want to boost customer engagement online, responding to negative reviews can be an effective way to do so. While there is no magic bullet that will instantly resolve all issues, there are some strategies that you can use that will increase customer engagement in the long term. First, responding to a review shows that you care about your customers and the company’s values. For example, it’s essential to acknowledge a customer’s frustration and outline a plan for solving the issue. Doing so will make the customer feel as though they matter, and they’re more likely to work with you.

Following up with unhappy customers is essential, as positive reviews can help mask a negative review. On the other hand, a negative review can serve as an opportunity to learn and improve. You show genuine interest in their experience by responding to negative reviews. Even if it’s only a review with a few words of criticism, you can still show that you’re genuinely concerned about their experiences.

Keep a professional tone when responding to a negative review online and promptly reply. Don’t get defensive or over-complicated. Instead, focus on the issue and how to solve it. If you do, you’ll have a better chance of building customer engagement and ensuring your brand remains on top of its game. This is a sure-fire way to keep your customer base satisfied.

The positive side of responding to a negative review can be just as important. A well-crafted, positive reply can increase revenue and deepen customer relationships. This approach is convenient for small businesses. Besides, small businesses are typically more personable and able to respond more viscerally to negative reviews. A third-party review can help you ensure your tone is appropriate. It’s important to react appropriately to both positive and negative reviews online.


Final Thoughts

As a company, respond to negative reviews as if they were real. This way, customers will perceive your company as genuine and sincere. Replying to a review will also show you’re responsive to feedback. So, keep your customers happy!


Author Bio: Brian Lett is a full-time blogger on, where he routinely shares his advice on different business software platforms that he has used in the past.