How to respond to positive and negative online reviews

How to respond to positive and negative online reviews • Yoast

Marieke van de Rakt

Marieke van de Rakt is the CEO of Yoast. Her main focus is on growing the company. She is really passionate about maintaining open and friendly company culture. Marieke is also heavily involved in the marketing of Yoast and with Yoast SEO Academy: the online courses platform.

Online reviews are important for any business. With the current situation, they’ve even become essential when you own a local business. More than ever, people are searching for businesses and products online. Having positive reviews and ratings will help you stand out and attract traffic to your site. But what should you do when you have negative reviews? And do you need to do anything with the positive ones? Here, I’ll explain why and how you should respond to online reviews.

For potential customers, online reviews are critical. Every one of us would check out reviews before booking that expensive holiday home in the south of France. It’s how we determine whether a site or business is trustworthy.

Online reviews are also important for SEO. For a few years now, there’s an overall consensus among SEO experts about reviews being a ranking factor for local search. You should read the article David Mihm wrote for us for more information on the impact of reviews on your local rankings. Or learn how to grow your business with ratings and reviews.

Why should you react to positive and negative reviews?

Reviews tell you what other people, your customers, think of your product. If you respond to reviews, you’re showing your customers that you care about their opinion. And that’s something they will appreciate. It will also make your business stand out from other companies, as a lot of them do not make an effort to respond to online reviews, especially when it comes to negative reviews. Apart from that, responding to reviews will help you gain the trust of new customers.

If you write a response to a review, you’re not only writing to the person who wrote the review. Your response will be out there for all of your potential customers to see. Handling reviews with grace, gratitude and a little bit of wit, can have a huge impact on the way people perceive your brand.

To which reviews should you respond?

Reacting to reviews appears to be a wise thing to do. That does not mean you should respond to every single review. In my opinion, you should react to negative reviews. Responding to negative reviews will show potential customers how you handle problems and solve solutions to dissatisfied customers.

I would also react to very positive reviews, especially if the response is elaborate and detailed. Responding to positive reviews will give you the opportunity to promote your brand and show your passion for your company. Responding to positive reviews is not that hard to do and also quite fun. Just make sure to be enthusiastic and not respond to every positive review

[…]

 



This article was written by Marieke van de Rakt and originally published on SEO blog • Yoast.

Disclosure: Some of the links in this post are "affiliate links." This means if you click on the link and purchase the product, We may receive an affiliate commission.

Leave a Comment

You have to agree to the comment policy.

Scroll to Top