How to Respond to Positive Customer Feedback Online

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  • 0:03 Receiving a Compliment
  • 0:44 Responding to Positive…
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Lesson Transcript
Instructor: Beth Hendricks

Beth holds a master's degree in integrated marketing communications, and has worked in journalism and marketing throughout her career.

Don't fall into the trap of only acknowledging negative reviews; positive feedback needs love, too! In this lesson, we look at some best practices for responding to positive customer feedback online.

Receiving a Compliment

Imagine you're walking down the aisle of your local supermarket when you hear this: ''Ma'am, I love your sweater, where did you get it?'' or ''Sir, that's a great jacket. I've been looking for one just like it for my husband.'' What's your first reaction to this type of encounter? Keep walking and ignore the comment? Stop and say ''thank you,'' and speak to the person for a moment?

Most people would say the proper thing is to recognize the compliment and acknowledge the person who gave it. Can you imagine just walking past the person and not even speaking?

Unfortunately, many businesses do something similar all the time. They look at positive feedback received online and skim past it to focus attention on the negative. In this lesson, we'll discuss the importance of also responding to positive customer feedback online.

Responding to Positive Feedback

Your customer had an outstanding experience in your restaurant and left you a fabulous five-star review. Your job is done, right? Wrong! Responding to positive feedback is as crucial as following up on negative comments. Here are some best practices for responding to positive feedback online.

1. Acknowledge the review. Yes, it may take a little extra time to respond to positive reviews, but it's important not to ignore them. After all, we've already discussed how you wouldn't ignore a compliment in the grocery store; consider this the virtual equivalent!

2. Respond appropriately. The first and best thing you should do is thank the reviewer. They've taken time from their day to write a positive comment and that should be recognized and rewarded. Remember when you brought home a report card with all As and one C, and your parents saw only the C and forgot the As? This is the same kind of scenario. Address the C, but applaud the As as well.

3. Be specific in your follow-up. If the person leaving the feedback comments about your low prices, your timeliness, or even a specific employee, use that information to formulate your response. Something like this: ''Thanks for your positive review. We're so happy you enjoyed your experience at ABC Diner. We do try to keep our prices low so that families can dine with us frequently.''

4. Remember the goal. It's easy to identify the goal of responding to negative comments: you're trying to mitigate any damage to your business. But what is the goal of responding to positive feedback? It is to let customers know that you value their business and opinions. It shows you're not only focused on your own reputation but on the customer's experience.

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