A good or bad reputation can mean the difference between your business flourishing, expanding, or shutting down – a study found that 73% of consumers trust a local business more after reading positive reviews (BrightLocal, 2017). In the digital age, a business’s reputation is mainly controlled by customers using online review platforms like Google and Facebook to publicly announce the quality of the service they receive. The good news is that this lets you easily monitor and manage your online reputation, a power you can put to good when you respond to positive reviews in a timely manner.

How to respond to positive reviews

Keep it simple – thank the customer for their time, name drop, promote and tell your customer what to do!

  • Thank your customer
    No one would ignore a compliment in real life, so approach the digital world in the same way. Make sure to reiterate their compliment so your customer knows that a real person took time out of their day to acknowledge them. Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017) so it’s important you thank your customer, they are helping you after all!
  • Use your business name and keywords
    Capitalise on the opportunity to drive your business up in search results as positive reviews work wonders in search. Referring to your business name, location and type to help index the review online.
  • Promote your business
    Are you holding a promotion, or offering a discount? A positive review is a great way to get the good news out!
  • Direct your customer
    Ask them to bring a friend next time, or recommend a different product as an enticement to return.

There are multiple ways to boost and respond to positive reviews online. Making sure that your customers are leaving a review in general, is imperative too, you can simply do this by sending them an email requesting them to leave one – 68% of consumers have left a review for a local business after being asked to do so (BrightLocal, 2017). You could also help boost positive reviews by incentivising your customers – ‘Leave a review to get 10% off your next purchase’! 

More: How to respond to negative reviews