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:
- Why are Online Reviews Important?
- Why Should I Respond?
- How to Respond to Online Reviews
Test Your Knowledge
To receive credit for taking this course through TSBDC, watch the video and take the quiz that will appear below to demonstrate your knowledge.
Video Lesson Topics
- 0:24
- 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:
- Yelp
- 1:18
- 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.
- 1:46
-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
How to Talk to Your Customer – What are my Options?
How to Tell Your Business’s Story
What do Your Customers Need?
4 Cs of Marketing
Market Research and Segmentation
Is my Marketing Working?
Hiring Digital Marketing Professionals
Social Media Management Platforms
Designing Your Own Website
SEO
Developing an Online Marketing Strategy
Responding to Online Customer Feedback
Resources for Website and Social Media
Social Media
Measuring and Understanding Analytics
Want to learn more about how this topic relates to your business?
Schedule a meeting with one of our consultants! All counseling sessions offered by the TSBDC are no-cost and provided by our staff of professional business consultants.
