Review Management
The routine of monitoring new reviews across platforms and responding publicly, in the business's own voice, promptly and appropriately.
Analogy Mental model
A guest book that the manager reads and answers in handwriting every evening, so the next visitor finds a shop that clearly pays attention.
In practice What you actually do
Respond to everything, positive and negative, within a day or two. Reference the specific detail the customer mentioned rather than thanking them generically, because the reply is read by prospects deciding whether to trust you.
Where people get burned Pitfalls
Replies are not a ranking lever in themselves, so stuffing them with keywords achieves nothing. What they do influence is the click and the call, which is where the money actually is.
This entry was written in English from the Chinese original, not machine-translated. Read the Chinese version →