With the proliferation and ever-growing importance of social media in business interaction, what’s most certainly clear is that the online review space is growing exponentially and business owners are much better served to be involved in that space rather than bury their heads in the sand. Taking an active role in a free and growing forum that engages real Milwaukeeans is a no-brainer.
We all know the power of word-of-mouth advertising, and the reality of the situation is that people are talking about your brand regardless – both on and off-line.
It’s important to handle your virtual storefront with as much care as you do your brick and mortar one. Join the conversation by responding publicly or privately to your reviewers – take an active role in your online reputation!
That being said, taking care to preserve brand trustworthiness in the online review space is key.
Don’t solicit reviews, let them happen organically, so as to not appear spammy or fake to savvy consumers. When it comes to responding to those negative reviews, it’s important to be gracious. It’s ultimately up to you whether to respond privately or in a transparent fashion, but remember anything you say can end up on the Internet. Engage your audience diplomatically. And while it’s inevitable that negative reviews are bound to pop up from time to time, 85 percent of Yelp’s 18 million reviews are rated at three stars or higher.
It’s also important to remember that no one takes a negative review as seriously as you do. While it may be difficult to separate yourself emotionally from the words on the screen, context reigns supreme. New and existing customers are sizing up fellow reviewers just as much as they are your business, and signs point to the fact that they can discern the credible users from the unconvincing.
