Best examples of responses
to online reviews
Natalia Zaugg, Founder
For this post, we have selected examples of review responses that had a major impact on customer experience.
1. Upselling: invite your guest with a specific purpose
Unlike Facebook where there can be a “real” communication between the guests and the owner via Comments or Messenger, on Google, guests can only update their review. And in our experience, this happens quite often.
What we see here is that review responses can be used as a powerful marketing tool that helps increase customer loyalty and engagement.
2. Asking for more details and taking the conversation off the platform
This raise from one to five stars can be very significant in Google’s rating and make a difference when guests decide whether or not to visit a restaurant.
3. Explaining the situation and winning your guest’s trust
Also, in this case, the guest updated the review: he was excited to receive a response to his criticism and gave one star more. This example shows that a professionally written management response can turn bad experiences into good ones. The guest’s impression of the restaurant changed and he even would like to come back.
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Do you have a similar experience with online reviews? Share with us and leave a comment below.