Many businesses tweet and post but few take an active role in customer reviews. That’s a shame since customer review sites offer a far more concentrated and targeted conversation. More so, sites like Yelp are quickly becoming the first stop for potential customers that might be interested in your business.
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First, even reading your business reviews is a good first step. Online customer reviews are usually very candid and give you a glimpse of how the customers really feel about your business. This allows you to learn far more about your customers than simply asking them if they are satisfied since the anonymity and detachment of the web allows them to be brutally honest.
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participate in the discussion. If a person posts a negative review, respond. Don’t fight and tell them why they are wrong, apologize that they weren’t satisfied and offer them a refund or a future discount. Countless Yelpers have been turned from haters to life-long customers because a business went out of their way to make sure they were completely satisfied.
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Amanda Bond