Running a business is a bit like being in a relationship — when things are going well it can feel effortless, growing together as things continue to go from strength to strength. If things aren’t going so well, you’ll be left wondering what to do in order to turn things around. Either way, whether it’s sustaining a golden period or pulling out of a tailspin, communication is key.
Keeping an open line of communication with new and existing clients is one way of ensuring you know exactly what you’re doing right (and what you may be doing wrong). Review sites like TripAdvisor and Google My Business offer an effective portal for inviting your audience to provide valuable feedback. Up until now, you’ve had to be in many places at once, keeping an ear to the ground across multiple platforms to track how your business is being perceived online. Our social scheduling tool, Sprout Social, has now made it easier than ever to bring all of your feedback into one place.
With Sprout recently adding both TripAdvisor and Google My Business reviews to their dashboard, your social marketing team (that’s us!) can monitor and respond to user feedback swiftly and effectively. Received a rave review? Let’s reach out and connect with the user and turn a happy customer into a zealot! Received a less than favourable review? Let’s engage with the client to figure out why they had a bad experience, work out ways this can be improved in the future, and prevent any further damage to your brand.
The only thing worse than a poor review is a poor review that goes unaddressed. It demonstrates a lack of care to anyone who may come across it, and may indicate to some that the disgruntled client may even be right! Talk to the team about integrating your third party reviews into Sprout and let’s build up your brand reputation together!