Blog Post

.

Communication is Key: The Importance of Responding to Reviews and Comments on Social Media

Molly Berard • August 13, 2019

Many businesses treat social media marketing as a set-and-forget way of getting their name out there. Sure, they may produce new content, but unless you respond to messages, comments, and reviews, followers will only see you as a business account looking to earn profits.

A red envelope with the number 249 on it

Have you ever had a question or comment for a business and turned to social media for answers? If you’re like many customers, your messages probably went unanswered. This pattern of behavior from business accounts can leave a sour taste in the mouths of consumers. Patrons or potential patrons are turning to you for help or to reach out, and are being ignored.


You wouldn’t stay friends with a person who ignored you, so why would a customer remain a follower and patron of a business who does? While being a responsive business does take commitment and time, it can do wonders for follower happiness, page engagement, and customer retention.


The Importance of Online Reputation Management

As a business owner, you have almost certainly heard that it is extremely important to manage your online reputation. Most people take this advice and turn it into “you need to manage things that damage your online reputation.” This, however, is not the whole truth. Yes, it is important to respond to bad reviews and negative comments, but it is just as important to respond to positive customer interactions as well. Responding to reviews, both good and bad, shows customers that you read your page comments and care about what is said. This is crucial in social media management if you hope to retain or increase follower count, engagement, boosts SEO or customer interaction. There is more to reputation management than reviews, of course, so let’s take a look at all of the key areas of communications.


Manage Reviews

Let’s get the obvious one out of the way, shall we? Reviews are the best and worst things to happen in terms of online reputation management. Generally speaking, people will only leave a review if they had an exceptional experience or a terrible one. Responding to reviews will help keep your reputation where you want it. If you receive a bad review, politely and sincerely offer your apologies. Offering to discuss the experience further can create a line of communication with the unhappy customer and will allow you to better understand why the negative review was given. It also shows that you genuinely care about your customers and that you hope to use their experience to improve.

Responding to reviews that are positive will encourage customer interactions on your pages. Show that you appreciate their patronage and they will show you that they appreciate the service you provide. Remember that any person who leaves a positive review makes your life easier. A positive post from a customer can help negate the negative reviews you received earlier. Consumers trust one another’s opinions more than they trust company claims, so it is super helpful to have patrons support your business online. If you start to thank customers and react to their positive reviews, more people may be encouraged to do so as well because they know that anything they write will be viewed and reflected on by the company. For tips to improve your review score, check out our blog: https://bsyl.ink/BoostYelpReviewScore

.


Manage Comments

We all know that a large part of social media management revolves around increasing customer interactions and engagement. Besides likes, an easy scale of engagement is the number of comments left on posts. Much like reviews, it is very important to keep tabs on what customers say in the comments section. Most comments will be related to the post they are written under, but sometimes they will reflect the business as a whole - positively or negatively. Reply to as many comments as you see appropriate. Again, this will encourage customer interactions on future posts and improves your online reputation. It depends on the situation, but for the most part, you can treat comments like reviews, especially negative ones. So really, once you know how to manage reviews, you can also manage comments.


The Do’s and Don'ts


Social media management has subtle nuances that can make or break your company. Here are some tips on how to manage reviews and other customer interactions.


DO: Have some review templates to use as a shell when responding to comments and reviews.


DON’T: Cut and paste said template reviews. All of your responses are viewable online, and if people see cookie-cutter responses, they know you are not actually concerned with the review or doing anything to fix the problems.


DO: Include names in your responses. Most reviews or comments come attached to a username. Whenever possible, include the name in your response. Again, this makes your response more personal and shows that you didn’t just cut and paste an answer.


DON’T: Have grammar or spelling mistakes. Nothing looks more professional than incorrect grammar. If you’re trying to win back a customer who was disappointed by your service, using improper English is not the way to do it.


DO: Respond quickly. There is no need to constantly be looking for messages and comments but check regularly in case the review/comment is important.


DON’T: Respond harshly to negative comments. Responding to reviews is very difficult. They can feel like personal attacks, but as business owners, we must be able to remain professional in how you respond.


DO: Hire a social media management team! Some teams even specialize in online reputation management.


DON’T: Hesitate to give BusySeed a call! We are a social media management team with extensive experience in online reputation management, management of customer interactions, and review management. Let us handle the stress that comes with reviews and comments; you focus on your business. Give us a call today at (888) 353-1484 to learn how we can make your business grow.


Find more Do’s and Don’ts here: https://bsyl.ink/DosAndDontsOfResponding

.





A row of blue mountains on a white background.
The psychology of lead nurturing why long term engagement wins sales
By Michael Brooker April 2, 2025
This blog explores the psychology behind successful lead nurturing, offering strategies from top NYC advertising agencies to engage prospects and guide them through the buying journey. Learn how content marketing and personalized communication can dramatically improve lead conversion rates.
Social media algorithms decoded : how to stay visible in 2025
By Michael Brooker March 31, 2025
Staying visible on social media in 2025 requires a deep understanding of ever-changing algorithms. This post breaks down how these algorithms work, how user intent impacts visibility, and the strategies top New York ad agencies use to stay ahead. Learn how to increase engagement and keep your brand prominent in a competitive digital landscape.
Woman looking at phone. The image says Turning Followers into Customers: Social Media Strategies
By Michael Brooker March 28, 2025
Any social media strategy aims to turn followers into loyal customers. This post explores how to optimize your social media presence to boost conversions, from Instagram ads to effective social selling. Discover the best practices used by top NYC advertising agencies to turn engagement into revenue.
By Michael Brooker March 26, 2025
Dive deep into the evolving landscape of SEO, where understanding the "why" behind a search is crucial. Explore how search engines prioritize user intent and how businesses can optimize their content to match what searchers genuinely seek. Provide actionable tips on identifying user intent, crafting content that satisfies it, and measuring the impact on rankings.
By Michael Brooker March 24, 2025
Images, videos, and infographics are no longer just "nice-to-haves" - they're essential for SEO success. This blog post will guide readers through the world of visual search optimization. Cover topics like image optimization best practices, the rise of video SEO, using visual content to boost engagement, and tools to create eye-catching visuals.
By Michael Brooker March 21, 2025
Everyone offers ebooks. It's time to get creative! This post will challenge the status quo of lead magnets and explore innovative alternatives. Think quizzes, templates, free consultations, exclusive communities, and more. Provide examples, tips for creating high-value magnets, and strategies to promote them effectively.
By Michael Brooker March 19, 2025
In a world of instant gratification, lead nurturing requires a different approach. This post will emphasize the long-term value of building relationships with leads. Discuss strategies like personalized email sequences, targeted content delivery, and consistent engagement to guide leads through the sales funnel at their own pace.
By Michael Brooker March 17, 2025
AI-powered personalization can be incredibly powerful, but it also raises ethical concerns. This post will explore the potential downsides, such as privacy invasion, filter bubbles, and manipulation. Offer guidelines for responsible AI use, emphasizing transparency, user control, and data security.
A person is typing on a laptop computer at a desk.
By Michael Brooker March 14, 2025
Cut through the AI hype and provide tangible examples of how small businesses can leverage AI in marketing. Showcase user-friendly tools for content creation, social media scheduling, email marketing, and data analysis. Include case studies and real-world applications.
Show More
Share by: