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Reviews on google are an arena of emotions: joy, praise and completely satisfied customers mix with criticism, ridicule and anger about products, services or companies. The art of review management is on the one hand to thank you for positive reviews and on the other hand to take negative feedback seriously.
Like you on Reply to Google reviews and manage the balancing act between praise and criticism, you can find out here.
This is why Google reviews are so important to your business
Actually, all marketing teams only want one thing: Lucky ones customerswho have made their products again and again buys and others recommends. Online reviews play a major role here: 56.4 percent of consumers search the Internet for reviews or experience reports in order to find out about a product and form an opinion. Reviews can therefore have a direct influence on the purchase decision.
But not only that: Interested parties not only read the reviews themselves, but also the ones Reactions thereon. This will give you a further impression of the company.
Many companies react primarily to critical comments for fear of damage to their image. On the other hand, praise from customers is often neglected.
Ideally, however, you will respond to both: the positive and negative reviews. Because in this way you show that you value the opinions of your customers and are open to a constructive dialogue. This can only benefit your image.
Get more star ratings thanks to the review link
Basically anyone can rate your company on Google. All you need for this is one Google My Business Profile. Then reviewers only need one Rating between one and five stars select and write a few lines to justify your assessment. However, not all customers will make the effort on their own. To get more reviews, you can use yours Share company profile in a targeted manner - for example with regular customers.
To do this, log into your Google account. On the home page you will find the “Get More Reviews” card. Click on "Share form" and then choose whether you want to send the review link via email, Facebook, Twitter or WhatsApp.
Alternatively, you can search for your company using this Google tool. Copy and paste the Place ID that is shown to you at the following link:
You can now send the completed link to your customers.
And there is another way to get more reviews: After you have set up a Google My Business account, Google will send you one in the mail Sticker with a QR code send.
Stick this on the door of your shop or restaurant so that satisfied customers can scan the code with their smartphone. Small tip: this method works best when you are actively soliciting reviews.
Attention: All ratings also appear on Google Maps
Reviews that you get on Google will be publicly displayed in search results. In addition, they also appear in Google Maps when someone searches for your company there. The reviews therefore have a wide reach.
Send theReview link therefore only to customers to customers of whom you are sure that you will write a positive review. Also, be sure to take the time to respond to all of the reviews. If you do it right, your reaction can reinforce the impression of positive reviews and soften the impact of negative comments.
This is how you can comment on a Google review
Once you are registered with Google My Business and verified your identity, you will notified by email of each new review. Then simply log into your profile and click on "Reviews" in the menu on the left. All ratings are listed there.
In order to never lose track of things, you can use the filter to easily display all of the reviews that have already been answered or are still outstanding. It's best to make a habit of replying to your customers regularly - for example, once a week.
As soon as you have sent your comment, your customers will receive a notification. So it is quite possible that you will react again and a conversation will develop.
Answer positive Google reviews: Say "Thank you" - with added value
Here's how they respond to positive Google reviews:
Talk to your reviewers individually Names at,
thank you You yourself
go into the praised products and services,
generate added value with references to events, loyalty programs or discounts,
say goodbye individually.
It starts with the salutation: Address reviewers by the names they give to theirs Google reviews have specified. Whether you say seven or two depends on your target group and your company. But you should consistently in a salutation stay. Follow our guide to formulate convincing answers for your customers step by step.
Individual salutation and farewell
Always approach this individually Praise and the product or the service that a person is addressing. Vary your choice of words.
This includes, for example, not starting every answer with the same wording (eg: "Thanks for the feedback"), but rather showing customers that you every single customer contact is important and is addressed individually accordingly. Even if you say goodbye, it is better to use your own name instead of “The xy team” in order to give your message a more personal touch.
An example: You have a café and a guest praises the good cappuccino:
"Perfect milk foam and an ideal mixing ratio: as good as in Italy".
To respond to this individually, you can, for example, address your passion for coffee and mention the good products you use:
thank you for your great praise about our cappuccino! We are happy that you enjoyed it. We use original Italian espresso beans for our coffee specialties and repeatedly test the ratio of milk and coffee until it is perfect. So that you feel like you are in Italy every time you visit. Ciao and see you next time - your Petra from Café x. "
Create added value and strengthen customer loyalty
answer to Google reviews offer a wonderful opportunity to strengthen customer loyalty - for example with Notices of loyalty programs or events.
In our example it could look like this:
“(...) For coffee lovers like you, we have our new bonus card with which you can get your 10th cappuccino for free. Next time ask your barista directly. "
Do not exaggerate
In the joy of praise from customers, don't be overzealous with your response. Keep it short and don't confuse the Google Reviews with an advertisement.
Depending on the writing style in the review, more or less freedom of expression is indicated here - if a reviewer mentions that your coffee tastes like in Italy, you can take up this picture.
However, you should stay away from it full-bodied promises in the wrong place: If a reviewer comments soberly, you shouldn't respond with emotional exuberance. In any case, a safe approach is to show your appreciation by asking for further comments at the end of your message and thanking you again:
"(...) We value your opinion and look forward to your feedback in the future - thank you for that!"
Don't Be Afraid of Negative Google Reviews: How to Comment on Bad Reviews
Respond to negative reviews by:
address the person individually,
yourself to apologize and admit mistakes
Take criticism seriously,
solutions propose and
First of all, the shock is great: One person has written the anger at your company from their soul. You read the badGoogle review and don't know how to react.
If the negative review is offensive, it may violate Google guidelines and can be deleted. To do this, you must report the review and explain why you think it is inappropriate.
If the comment remains after Google's check, it says: Simple stay calm, friendly and matter-of-fact. By the way, Google itself also gives tips on how to react to reviews.
Expressing regret and admitting mistakes
Even if you have a hard time because the evaluation is unfair: Push yours Regret the bad experience out. Apologize, but without slipping into a justification. As with positive comments, address reviewers by name.
In our café example, a critical comment could look something like this:
“The barista was very unfriendly and just ignored my wishes. Instead of soy milk, I got normal milk and the café latte wasn't hot enough either. I can't recommend it. "
A suitable answer looks like this:
We are very sorry that your visit to our café did not meet your expectations. We would like to make it up to you - please contact the counter or give us a call. "
Take criticism seriously and improve it
If a customer complains about unfriendly staff or an unsatisfactory product, emphasize that you are yours have understood and strive to improve.
For example, it could look like this:
“We asked our baristas to always ask about the extras when ordering. Your feedback is very important to us. If your drink is not perfect, you can always point this out to the barista and ask for a new creation. We want you to be completely satisfied. "
Offer solutions and seek contact
Bid again to disgruntled consumers explicitly the contact. If it suits you, you can also make amends in the form of vouchers or percentages. Say goodbye personally with the respective contact details.
In the case of the example, you can answer in this way:
“We've talked to our baristas and don't want this to happen again. We would like to offer you a reparation for your failed Café Latte. To do this, please contact the following email address: [email protected] I look forward to your message - your Petra from Café X. "
Bottom line: every Google review is helpful to you
Whether praise or criticism: every Google rating is a valuable pointer for your company. And for every answer, the individual approach suggests an interchangeable standard formulation.
Remember: Honestly admitting mistakes makes your brand human. The will to see customers happy, in turn, strengthens that trust in your company. Positive reviews increase the Brand awareness and provide information about how customers perceive the brand. You can use the feedback to refine the points of contact with your customers and gain more new customers.
A constructive negative evaluation, on the other hand, keeps the weak points of your company in mind and delivers them Basis for change and strategic adjustments. It starts with the correct answer via Google.
Cover picture: Yagi Studio / DigitalVision / Getty Images Plus
Originally published March 30, 2021, updated March 30, 2021
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