Merchants: how to manage your customer reviews?

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Retailers know that competition is tough. Whether between brands, between points of sale of the same brand, with resellers and obviously in the face of fierce competition from online sales .

In addition to the advantages of a physical establishment such as personalized advice, in- store fitting , recommendations for use, etc.; what sets local businesses apart from each other are customer reviews . In fact, 88% of consumers trust online customer reviews as much as personal recommendations 1 .

It is therefore essential to set up effective nigeria phone number library customer review management and quality review management to develop your market share. Let's find out how retailers can manage their customer reviews .


1. Collect customer reviews as a merchant
2. Merchants: why and how to respond to positive customer reviews?
3. Merchants: why and how to respond to negative reviews?
Conclusion


collection of customer reviews management

1. Collect customer reviews as a merchant
To convince prospects to come to your local businesses , it is necessary to have a significant number of customer reviews .

Neighborhood businesses with only a handful of reviews do not inspire confidence in consumers. The same goes for local businesses with no recent reviews. As proof, 86% of consumers only refer to reviews from the last 3 months 2 .

The first step in your customer review management as a retailer is to set up a customer review collection strategy . Yes, but how? Quite simply by systematizing the sending of a customer review collection SMS or email after each purchase or even each visit to a local store .

customer review management collection emailExample of a customer feedback collection email

If you don't ask for them, customers aren't likely to leave reviews on their own. So make it easy for them with a simple prompt and a direct link to your customer reviews page!

Also consider training your salespeople to ask for them verbally when making a purchase and install interactive terminals or tablets in your local stores .



positive review respond management customer reviews

2. Merchants: why and how to respond to positive customer reviews?
Responding to positive customer reviews is very important for your review management . Indeed, it allows you to retain your consumer who took the time to write to you and to prove to them that they matter to you, even after their purchase.

Responding to positive feedback also conveys a good brand image to prospects because it demonstrates your sympathy and values ​​a quality customer journey . In a world where thank yous are rare, your customer and the readers of your response are sure to notice.

Regarding the content of a response to a positive customer review for a merchant , we advise you to follow these three steps:

Thank your customer for leaving you a review
Personalize your response and add context
Encourage him to come back
example response positive opinion merchant management

Response to a positive customer review


negative customer review response management review

3. Merchants: why and how to respond to negative customer reviews?
Did you know that more than 25% of a company's market value is directly attributable to its reputation 3 ? Responding to negative customer reviews allows you to limit the damage of a bad comment by acting directly on your e-reputation .

Negative customer reviews are sometimes unjustified and this allows you to give your version, while remaining courteous and respectful, which is essential! And if the message is justified, it is an opportunity to demonstrate that you take complaints into account and are looking for solutions to satisfy your buyers.

To respond to a negative customer review for a local store , we advise you to:

Apologize (even if you think the customer is wrong, they are complaining because they had a bad experience).
Take into consideration the dissatisfaction and seek a solution
Propose a private complaint channel to get out of the public sphere
example response to negative customer reviews from merchants

Responding to a negative customer review

Keep in mind that 95% of French Internet users who read online customer reviews also read the professional's responses 4. Not responding would deprive you of an additional conversion channel for your local businesses .


Conclusion
Managing your customer reviews as a retailer is a good way to control your e-reputation and therefore your drive to store. You must start by setting up a customer review collection strategy to collect as many comments as possible. Then, you must take the time to respond to each message, for each local business , whether they are positive or negative.

To facilitate your review management , you can rely on a customer review management platform like Digitaleo. This tool allows you to easily collect your customer reviews , receive alerts for new reviews, set up a library of response templates and automate responses to 4 and 5 star reviews and those without comments.