Brands must respond to all customer reviews and resolve specific issues raised in the feedback.
How brands respond to and handle customer reviews online is a deciding factor in building a favourable brand reputation. When it comes to online reputation scores, the reports consider factors like reviews, rating, review response rate and average response time.
While customer reviews have a significant impact on brand reputation, how brands choose to respond to those reviews, both negative and positive, is crucial. For instance, 45% of customers are more likely to visit a business that responds to negative reviews.
Similarly, 53% of customers want businesses to respond to negative reviews within a week. By analysing customer reviews, brands also gather insights on frequently used keywords. In turn, this analysis can help brands identify high impact topics, trends, opportunities, and issues with CX.
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