Responding to positive online reviews can be easier than replying to negative ones, since the customer is already on your side. Still, doing so requires careful attention and effective communication.
A company’s response to a positive review should be simple. Typically, about 2-4 sentences are enough to sufficiently respond to the reviewer. If you’d like to speak with a customer in more detail, ask to take the conversation offline. Your publicly visible company response should be friendly, professional and to the point.
The main objective in responding to a positive review should be to express appreciation for the customer’s feedback. A five-star review is a great compliment for a company. If a customer mentions details about the experience (e.g. good service, high-quality product), be specific in your response. A company’s “thank-you” should be genuine, and it should connect with the customer.
After expressing appreciation for the review, a good response should highlight the company’s product or service and the value that it provides customers. For example, if a review highlights great customer service, the response might mention that the company “takes pride in delivering high-quality service to meet our customers’ needs.”
Finally, a good response should invite the customer to take action. It’s important to encourage customers to continue engaging with your business. This might be as simple as inviting them back (“we hope to see you again soon”) or introducing them to a new product or service. The goal is to support long-term relationships with customers that boosts your business.
Tip: When responding to positive reviews, always mention your business name or other keywords associated with your company. Doing so will help positive reviews appear in your company’s search results.
Consider the following three steps when responding to positive online reviews:
Thank the reviewer: Show your appreciation for the customer‘s feedback and be specific about what you’re thankful for in the response.
Highlight your company’s value: Use this opportunity to draw attention to the high-quality product or service that your company offers.
Invite the customer to take action: Encourage the customer to engage further with your company by introducing a new product or inviting them back again