Skip to main content

Strategies for Responding to Online Reviews

Voyager’s World --- an “India’s premier Travel and Tourism monthly” --- featured my comments about online reviews in its cover story of this month’s issue. I believe that no business can ignore online reviews anymore. It would be too late to fix a problem if a business has been labeled in the “worst list” of some sort by online review sites. Businesses can either manage their online presence with designated staff or pay for an agent to periodically feed the online reviews and comments about their establishments.

If monitoring online reviews is not a question, then how should a business respond to online reviews? Here are some suggestions: 

  • If the business makes a mistake, acknowledge it and fix the problem.
  • If customers repeatedly complain about one issue, it is very likely that this is a serious problem, and the business needs to address it.
  • If customers said anything good about the business, “publish” and “share” it on as many social networking sites as possible.
  • In particular, if a customer reported an “isolated” negative review about a business, the managers need to fix the problem immediately and more importantly, encourage other customers with positive experience to post their positive comments and reviews on social networking sites.

For example, I reported a personal negative experience about a dry cleaner on my blog and on Google. After the managers read my comments online, the store took immediate actions to acknowledge the issue and tried to find ways to fix it. The owners felt it was “unfortunate” that I had such a bad experience and took the approach to share my negative experience online. They assured that my experience was an isolated incident and that many loyal customers would not feel the same way as I did. I can trust the managers because I know this is an “old” family business in Syracuse, but I will not change my review because mine was still a negative experience. We cannot change what had happened in the past. The managers, however, can ask their loyal customers to post more positive comments about their business. Eventually, one “isolated” negative review will be buried by those positive comments. 

Regardless the “trustworthiness” issue of online reviews (as discussed in the cover story on Voyager’s World), I believe that authentic online reviews can benefit both customers and business. In my experience of dealing with the dry cleaner, I believe my negative review on Google helped me gain big attention from the owners. For businesses, the feedback they can get from real customers can also be priceless. The key is to develop a valid and reliable rating system that helps customers and managers measure the business performance. Fake reviews will not help. 

What are your experiences about online reviews? How do online review sites help you as a customer? If you are running a business, how important do online reviews mean to you? How much do the online review sites help you improve your operations? 

References:
Firoz Fazil (December, 2011). Is that review genuine? (cover story). Voyager's World, p. 12 - 15.
The picture was downloaded from CommonGroundWorks.com

Comments

  1. This amazing posting generally seems to get an excessive amount of site guests.This method provides a lovely amazing forget over goods. Reckon getting a little something realistic or possibly vast to supply information on is an essential advantage.
    indian web hosting companies

    ReplyDelete
  2. Thanks for sharing nice information.I have been looking information on the hospitality profession .This discussion has solve my concern to a great extent..I am very grateful.
    ihm in Chandigarh

    ReplyDelete
  3. I admire the valuable information you offer in your articles. I will bookmark your blog and have my friends check up here often. I am quite sure they will learn lots of new stuff here than anybody else!

    ReplyDelete
  4. You make it entertaining and you still manage to keep it smart. This is really a great blog. Innovative concept..Its really very good.

    ReplyDelete
  5. I go through your site..And you refer another one site I go through that site also..I got so much of information related to the hosting..

    ReplyDelete
  6. You got numerous positive points there. I made a search on the issue and found nearly all peoples will agree with your blog...Loving the information on this site..

    ReplyDelete
    Replies
    1. Thank you. Look forward to hearing more comments from you in the future.

      Delete
  7. As a customer, I believe online reviews are a little bit annoying unless something negative happened in which case a customer is willing and excited to share the story or complaint. If everything was up to expectations, I never want to fill out those reviews. If I was running a business, I would pay special attention to customer reviews because if someone actually took the time to fill one out then it is important to hear what he or she has to say and this information should be used to improve ones operations. You always want to provide the best service for your customers so any feedback helps.

    ReplyDelete
  8. I needed to thank you for this very good read!
    ! I definitely enjoyed every little bit of it. I have got you book-marked to
    look at new things you post…
    my webpage: small business web hosting

    ReplyDelete

Post a Comment

Popular posts from this blog

Yammer: A Social Networking Site Exclusively for the Workplace

Effective internal communications among employees are related to some desirable organizational outcomes, such as robust morale, a clear vision, low turnover, and high employee engagement. The question is what platform can serve the purpose. This ABC News video introduces “ Yammer ,” an exclusive internal communication tool for companies. A user must use a valid company e-mail address to sign up for an account. Once an account is validated, the user will be led to the company page that is pretty much like a Facebook page. The difference is that only the users whose e-mail addresses share the same domain can see the wall and communicate with each other. I have no question about whether Yammer could be a useful internal communication tool for companies, but I just wonder: how many social networking sites do people need for communication? Why people have to “create” so many platforms or channels for “effective communications”? To many people, Facebook is only for “friends,” whe

The 7 Ps marketing mix of home-sharing services: Insights from over one million Airbnb reviews

The 7 Ps marketing mix framework is a widely used managerial tool that helps businesses identify the principal components of a service product. The 7 P elements include Product, Promotion, Price, Place, Participant, Physical Evidence, and Process.   The 7 Ps framework can assist marketers in making decisions regarding segmentation, positioning, and differentiation. Even for the same type of products with different brands, marketers can still drive higher sales through the improvement of a product’s marketing mix.     The empirical study about 7 Ps of home-sharing services   Building upon the 7 Ps marketing mix framework, I led a research team in a big-data, supervised machine learning analysis of over 1.14 million English reviews of 37,092 Airbnb listings in San Francisco (SFO) and New York City (NYC). We aimed to discover new meaningful business intelligence through the analysis of an immense quantity of online review information that is created by consumers in the cyber marketplace

Can leisure and work-from-home demand stimulate extended-stay hotel growth beyond COVID-19?

The lodging industry is   struggling   to fill the empty rooms in 2020. For months, U.S. hotels are running at an occupancy of 50% or lower.     Not every segment   suffers the same impact from the pandemic, however. Demand for   home-sharing  facilities had already bounced back over the summer. Airbnb reported a higher booking than last year. Marriott’s home-sharing arm is also doing well, seeing a sevenfold increase in booking over last summer.     Similar to what a residential rental or home-sharing facility   offers , guestrooms in extended-stay hotels also feature a full-size kitchen or a kitchenette. Extended-stay hotels are designed for travelers who want to stay at a “home” when away from home. A guestroom at the Residence Inn Miami Sunny Isles Beach   Extended-stay hotels vs. home-sharing facilities     Because COVID-19 is primarily transmitted through direct or indirect human contacts, people are highly encouraged to avoid unnecessary human interactions, leading to more   con