Marketing Tips
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G'day, legends! Online reviews are a critical part of a business's reputation these days. They're not just feedback; they're digital word-of-mouth that can make or break a perception. For many businesses, keeping on top of those reviews – responding quickly, personally, and effectively – can feel like herding cats. But we recently teamed up with a local business in Dubbo to seriously lift their review response game.
This wasn't about quick fixes; it was about implementing a robust system to ensure every customer felt heard and valued. It's a fundamental part of building trust and showing that a business genuinely cares about its clientele.
The old way versus the new way
Before we got involved, this Dubbo business, like many, was wrestling with a mountain of unanswered reviews. Response times were long, and opportunities to connect with customers were slipping through the cracks. It was a classic case of good intentions, but not enough hours in the day.
Our approach was pretty straightforward: put a system in place that prioritises speed and genuine connection. We introduced personalised responses for each review, ensuring that customers received a reply that truly spoke to their feedback, rather than a generic brush-off.
Original Response

New Response

The results: a speedy turnaround
By tracking key performance indicators (KPIs) and fine-tuning the process, the transformation was nothing short of remarkable.
- Response rate skyrocketed: We saw an impressive improvement to a 90% response rate. That means nearly every single review now gets a thoughtful reply.
- Time slashed: The average response time plummeted to just 12 hours. Compare that to the previous average, which was often measured in hundreds of hours. That's a bloody huge leap in efficiency in a short timeframe.
This rapid improvement means customers get timely acknowledgement, issues can be addressed swiftly, and positive feedback can be amplified. It shows the business is sharp, responsive, and genuinely tuned into its customer base.
Why review responses matter
Some businesses shrug off online reviews, but ignoring them is a missed opportunity. Fast, personalised responses are crucial for:
- Building trust: Customers feel valued when their feedback is acknowledged.
- Improving reputation: Positive interactions boost your online standing.
- Driving growth: A strong review profile encourages new customers to choose you.
Want to give your own online reputation a serious boost and ensure every customer feels heard? Our
Same Day Review Replying service, packaged with our powerful
Review Manager product, is designed to do just that. To learn more about how these can transform your customer interactions.
References
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