Marketing, Online Marketing, & Social Media: Lesson 12

Responding to Online Customer Feedback

Mark Bays, director for the Small Business Development Center at East Tennessee State University, guides on how to respond to positive and negative online customer reviews.

Topics:

Video Lesson Topics

- Why Are Online Reviews Important?

Online reviews are vital for your business: New and existing customers monitor online reviews and use them to gauge whether or not they will do business with you. 

Some of the most popular websites to leave reviews are:

  • Facebook 
  • Google
  • Yelp

- Why Should I Respond?

  • Responding to negative reviews can show that the owner cares about the business and the customer’s experience.
  • Can highlight a business issue that needs to be addressed.
  • Responding to positive reviews can help create more loyalty to the business.

-How to Respond to Online Reviews

  • Avoid letting multiple days pass without a response.
  • Address the customer directly by name.
  • Thank the customer for the review and acknowledge key points.
  • Avoid making excuses and showcase how future situations will be handled.
  • Avoid getting into fights

Topics & Lessons

Each Below Topic Contains a Video Lesson and Helpful Downloadable Information

4:47

How to Talk to Your Customer – What are my Options?

4:02

How to Tell Your Business’s Story

6:14

What do Your Customers Need?

6:02

4 Cs of Marketing

3:31

Market Research and Segmentation

12:45

Is my Marketing Working?

4:43

Hiring Digital Marketing Professionals

3:02

Social Media Management Platforms

4:25

Designing Your Own Website

6:29

SEO

5:40

Developing an Online Marketing Strategy

4:16

Responding to Online Customer Feedback

12:53

Resources for Website and Social Media

2:13

Social Media

4:25

Measuring and Understanding Analytics

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