The treatment of online reviews has all but changed consumer expectations and put a new burden on businesses to be present when customers have something to say.
Why? Because on one level, ignoring reviews can pose a technical risk for your digital marketing wellbeing (Thanks, Google). On another level, when a client is comparing two potential providers – your review responses give a clear early indicator of how your company operates. So, when it comes to your brand and reviews – silence is never golden.
“How do I know they’re going to give me a good review?”
You don’t. There’s no telling what a customer is going to say about you unless they’ve explicitely said “I want to give you a good review”. On top of that, with more services like Google, Yelp, and Facebook proactively asking customers what they thought of businesses – being proactive pays.
For this reason, reputation management tools – including Innovia’s reputation management program – solicit reviews from clients proactively in order to give you the opportunity to respond & resolve negativity before it becomes a matter of “public record”.