Structure of the response to a grateful customer review

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subornaakter10
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Joined: Sun Dec 22, 2024 3:49 am

Structure of the response to a grateful customer review

Post by subornaakter10 »

Unfortunately, not every businessman or marketer knows how to respond to customer reviews correctly. To simplify this task, it is recommended to divide comments by type and develop a response order for each.

There are 4 types of positive customer reactions:

Empty and emotionless reviews. These email database indonesia include phrases such as:

"Everything is fine. Thank you", "I received the goods. I will order more in the future . "

Informational and descriptive comments. In them, buyers describe in detail their experience of working with the company and what they liked. Example:

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"The manicurist Maria did a great job. She is a truly experienced specialist. Only high-quality materials were used. This manicurist makes beautiful designs. The salon itself is clean, cozy, and I was pleased with the good service. I want to come here again for a manicure."

Emotional reactions of customers. In them, people very vividly express emotions caused by the purchase. At the same time, the reviews contain very little information about cooperation. While reading, you understand that the client liked everything very much, but it is unclear what exactly delighted him. For example:

"I'm so glad I found your company! The drawing is gorgeous! You are the best! I will definitely contact you again and recommend your company to all my friends!"

Mixed comments. They combine the second and third types. The author may notice a minor flaw. In such a review, the client will talk about the experience emotionally, but informatively. He will point out minor minuses. Example:

"I am so glad I found your salon! The manicurist Maria did a great job. I was very pleased that the specialist is highly qualified and does a gorgeous design on nails. I am as happy as a child! I really liked the service and the individual approach to each person. But there was one nuance: the mug in which the coffee was brought had a small crack. This did not spoil the overall impression. I will definitely come to you soon!"

So the first thing you need to do when you see positive feedback from customers is to find out what types of feedback they have in order to give the right response of gratitude to each of them.

According to statistics, many business owners do not know how to respond to a good comment. Because of this, more than 90% of people who wrote positive reviews do not receive a response. Often, a positive comment is answered the same way: “Hello! Thank you for leaving a review! We will be glad to see you again.” Each such response lacks the most important thing - proof of the client's rightness. When writing positive reviews, people praise something specific: the master, good service or a cozy atmosphere. It is necessary to cling to every thought of clients and confirm their words with facts. Positive comments are a great opportunity to talk about your advantages and attract new people.

Every response to a positive review must have four specific components.
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