Positive customer reviews: How to respond?

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Consumer behavior is changing, today 87% of French people read online reviews before going to a store and making a purchasing decision 1 . Customer reviews will then play a key role in your e-reputation and therefore your sales. Whether positive or negative, it is essential to pay particular attention to customer review management . In this article, we will explain how to manage positive customer reviews and our tips for responding to them. Indeed, 74% of consumers trust local businesses with positive reviews 2 .

1. Why and how to manage your positive customer reviews?
2. Example of a response to a positive customer review in a restaurant
3. Example of a response to a positive customer review in a clothing store
4. Example of a response to a positive customer review for an optician
5. Example of a response to a positive customer review in the hotel industry
6. Example of a response to a positive customer review in a car dealership
7. Example of a response to a positive customer review in a real estate agency
Conclusion


Why and how to manage your positive customer reviews?

1. Why and how to manage your positive customer reviews?
Whether positive or negative, it is essential to manage your united states of america mobile phone number list customer reviews. Remember that 30% of consumers rate a company that publicly responds to online reviews positively 2 . Not to mention that 95% of Internet users who consult online customer reviews also read the responses provided 3 . Internet users need to feel listened to and to know that their experience matters to you. But how do you respond to these comments? We offer you some basic tips, whatever your sector of activity.

Format your message with polite phrases such as “hello”, “thank you”, and “goodbye”, this helps to convey a good brand image.
Also sign your response so that the Internet user can identify you.
Respond within 72 hours to any reviews you receive, whether positive or negative.
Personalize your responses according to the situation and the person you are addressing. Automatic messages are identified very quickly and are not appreciated by Internet users. If you adapt your message, you will create proximity and a connection with your interlocutor.
Thank the reviewer to confirm or even reinforce their opinion of your establishment. Stay professional but adopt a friendly and non-commercial tone so that they feel closer to you.
Always communicate transparently, if the Internet user attaches a remark to their comment, specify that you have identified the problem and that you are doing everything possible to resolve it. It is important to reassure the consumer and show that their opinion is important to your establishment.
Pick up on the elements highlighted by the speaker, which put you forward and which are important for your sector of activity. For example, the word helpful, for establishments specializing in service such as catering or hotels.
Encourage your satisfied customer to tell others about it. What's better than word of mouth to win new customers?

In addition to these few basic rules, each sector of activity has its own particularities. We invite you to discover them in the following section, through 6 examples of responses to positive reviews.


Example of a response to a positive customer review in a restaurant

2. Example of a response to a positive customer review in a restaurant
In this example, discover a positive customer review of a restaurant located in Rennes. The consumer is particularly satisfied with 5 stars followed by a long comment that covers the restaurant with praise. This review has the particularity of being accompanied by photos which promotes a good brand image and improves SEO on search engines . Especially since the author of this comment is a local guide, it will be more valued by Google algorithms.

Positive customer review of a restaurant in Rennes.

Positive customer review of a restaurant in Rennes



Our recommendation for responding to this positive customer review:

“Hello Damien,
The entire team at the AOC Rennes restaurant thanks you for your feedback. We are delighted to read that you particularly appreciated the welcome, service and humor of our teams as well as the quality of our meals. We make it a point of honor to offer fresh and quality products. We look forward to welcoming you again to help you discover other dishes on the menu!
See you soon, The team at the AOC Rennes restaurant.”


Example of a response to a positive customer review in a clothing store

3. Example of a response to a positive customer review in a clothing store
In this example, a customer leaves a review, without having made a purchase. She specifies the particularity of the sizes, and therefore addresses a very specific target, people who wear size 30. This allows to highlight an aspect sought by certain consumers who will be able to quickly form an opinion on the establishment.


Positive customer review of a clothing store in Rennes.

Positive customer review of a clothing store in Rennes

Our recommendation for responding to this positive customer review:

“Dear Chloe,
The entire BZB Rennes team thanks you for this lovely comment that you took the time to write. It is rare to leave a positive review without even having made a purchase, so we are very happy to hear that our sizes match your needs. We will be delighted to see you again to show you our new products in size 30. See you
soon, the BZB team at Alma Rennes.”

Example of a response to a positive customer review for an optician

4. Example of a response to a positive customer review for an optician
In this example, the customer is particularly satisfied with the quality of the products sold and the tailor-made service he received.



Positive customer review from an optician in Paris

Positive customer review from an optician in Paris



Our recommendation for responding to this positive customer review:

“Hello Mrs. X,
Many thanks for your feedback. I am sincerely delighted to read that our efforts to develop our know-how in order to offer quality products are noticed and appreciated by our customers. Do not hesitate to talk about it around you, we would be very happy to offer frames made of noble materials to those around you.
See you soon, the Coffignon 1928 team.”