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Parag Utekar
Student (MBA), India
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🔥 NEW Having some framework or guideline on how to respond to online reviews is important for businesses across industries, since approximately 89% of consumers tend to read/consult online reviews.
- How should a public relations or customer services rep respond to positive and negative reviews?
- How does the response time impact the online reputation of the company?
- Should the response time be different for positive and negative reviews?
By analyzing lots of online reviews, Kerry et al. offer 5 principles for responding to customer reviews:
ADDRESS A POSITIVE ONLINE REVIEW BY PROVIDING A GENERIC, SHORT RESPONSE. Based on a study, it was found that managers need to careful even with the positive reviews. A simple "Thank you" has only a small impact, and a more customized response is quickly perceived as promotional and thus disingenuous, which may negatively affect following reviews.
DELAY RESPONSES FOR POSITIVE REVIEWS. Managers should delay their responses to positive reviews, (...) Read more? Sign up for free
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Jaap de Jonge
Editor, Netherlands
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The Impact of an Unfair Negative Review
Allard, Dunn and White argue that negative reviews (...)
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