Personalization is everywhere. We see it in Uber’s ability to sync playlists for riders, Netflix’s tailored recommendations and Amazon’s product suggestions based on browsing history.
If you’re not doing everything to create unique, meaningful experiences for each one of your customers, you’ll soon get left behind.
The same applies to responding to reviews.
Discover why personalization matters in review responses and how it can help you build trust and loyalty as we discuss:
• Why Responding to Online Reviews Matter
• Why Brands Should Invest in Personalization Marketing
• What Is Personalization in the Context of Online Review Responses?
• Common Mistakes When Responding to Reviews
• Why Customize Your Online Review Responses Instead of Using Templates?
• So, Are Templated Review Responses Bad for Business?
Why Responding to Online Reviews Matter
Running a business can be hectic, and responding to reviews often takes a backseat. However, prioritizing online review management can make a significant difference for your business.
Here’s why:
• Build Trust: 45% of consumers trust brands more when they see them responding to an online review, as it shows transparency and care (Reputation X).
• Turn Negatives Into Positives: Over half of consumers expect a response to negative reviews within a week, and a third want it within three days or less (ReviewTrackers). Quick responses can reduce damage and show you care about your customers.
• Strengthen Relationships: Industry leaders with quick response times earn higher ratings, as prompt replies are closely tied to a positive reputation (ReviewTrackers). Good review responses build loyalty and encourage customers to return.
• Influence Buying Decisions: 88% of consumers are more likely to choose a business that responds to all its reviews, compared to only 47% who would consider one that doesn’t reply at all (BrightLocal).
• Improve Search Visibility: Replying to reviews can improve your search engine ranking, helping your business appear in Google’s Local Pack and making it easier for customers to find you.
• Improve Customer Retention: Responding to 1- or 2-star reviews within 24 hours increases the chances of the reviewer improving their rating by up to three stars by 33% (Nation’s Restaurant News).
Why Brands Should Invest in Personalization Marketing
Customers expect brands to treat them as individuals, not just another number. Personalization marketing helps you connect, build trust and keep them coming back by offering experiences that match their needs.
Here are six reasons why personalization marketing works:
• Meet Customer Expectations
Customers expect personalized experiences. A study found that 74% of consumers feel frustrated when websites feel impersonal (Instapage). Personalized content and offers show customers that you understand and value their needs.
• Cut Through the Noise
Emails with personalized subject lines are 26% more likely to be opened (CampaignMonitor). Relevance, not volume, captures users’ attention.
• Greater Return on Investment
An estimated 80% of U.S. marketers reported measurable improvements from personalization, with over 50% reporting a lift of more than 10% (Instapage).
• Build Trust
Millennials (63%), Gen Xers (58%) and Baby Boomers (46%) are willing to share personal information with companies in exchange for personalized offers or discounts. In addition, more than half of consumers (57%) are okay with providing personal information (on a website) as long as it’s for their benefit and used responsibly (Instapage).
• Retarget Customers
Most people don’t buy on the first visit. Personalization helps nurture leads by building trust and excitement until they’re ready to buy. In fact, 79% of consumers engage with offers personalized to their past interactions with a brand (Instapage).
• Improve Search Engine Performance
Personalization can enhance SEO by increasing user engagement metrics such as click-through rates and time spent on the site, which search engines consider when ranking pages. For instance, personalized calls to action (CTA) have been shown to convert 202% better than basic ones (HubSpot).
Needless to say, personalization works and the same applies to review responses and replies to any type of customer feedback.
What Is Personalization in the Context of Online Review Responses?
Personalization in review responses means tailoring replies to address each reviewer’s specific feedback or concerns. Instead of using generic responses, personalized replies acknowledge details from the review, show genuine appreciation or empathy and create a connection with the customer.
Personalized review responses could look like:
• Referencing Specific Details: Mention details from the review, such as a product, service, or specific experience, to show you’ve carefully read their feedback.
• Using Their Name: Address the reviewer by name (if available) to make the response more personal and engaging.
• Matching the Tone: Align the tone of your online review response with the nature of the review. Express gratitude for positive review responses and empathy or understanding for negative ones.
• Adding a CTA: Include next steps when appropriate, such as inviting them to return, exploring other offerings or contacting you directly for further assistance.
More on how to create personalized and good review responses later. For now, let’s talk about what you should avoid when responding to online reviews.
8 Common Mistakes When Responding to Reviews
Running a business means accepting that not every customer will leave happy. Most days bring positive feedback, but every so often, a negative review lands in your inbox. How you respond to these reviews can make or break your reputation.
Here are some common mistakes to avoid when addressing customer reviews:
1. Skipping an Apology
A simple “I’m sorry” can go a long way. Ignoring the need for an apology may leave your reviewer feeling unheard, no matter what you say. Even if the issue wasn’t entirely your fault, sincerely acknowledging their frustration helps rebuild trust.
2. Sharing Too Much Information
Revealing internal issues, like being short-staffed or having a new employee, might explain the situation, but it’s not what the customer needs to hear. Excuses can make your business look unprofessional. Keep the focus on the customer’s concerns and how you plan to make things right.
3. Responding With Anger
Negative reviews sting, but lashing out only makes things worse. A calm and courteous reply helps defuse the situation and shows maturity. Anger, on the other hand, damages your reputation and discourages potential customers.
4. Playing the Blame Game
Pointing fingers at employees, customers or external factors like the weather doesn’t help your case. Taking responsibility shows integrity and reassures customers that you’re committed to improving, regardless of the circumstances.
5. Not Offering a Resolution
An apology is great, but customers want action. Address their concerns by explaining how you’ll prevent the issue from happening again. Offering a clear resolution, like a refund or invitation to discuss further, shows you’re serious about making things right.
6. Delayed Responses
Leaving a review unanswered for weeks or months signals indifference. Customers want timely attention, especially for negative feedback. Online review management services and online review monitoring tools can alert you to new reviews and make it easier to monitor and reply quickly.
7. Not Following Up
Consistently following up with customers keeps the lines of communication open. It allows you to express gratitude for their business while creating a space where they feel comfortable sharing feedback or concerns.
8. Not Paying Attention to the Reviewer’s Emotional Tone
Customers consider their emotional needs being met to be of paramount importance. They wish to be heard, understood and shown empathy. Ignoring the emotional tone of a review can make your response feel detached or insincere.
Personalization is key to avoiding common review response mistakes and creating replies that resonate with customers.
“The goal is not just to reply, but to craft responses that are thoughtful, empathetic and specific to each reviewer’s experience,” said Ralph Gotosa, an account manager at Thrive Local.
Tailored responses help businesses sound authentic and professional, steering clear of generic, defensive or impersonal tones. By personalizing replies, companies can turn reviews into opportunities for meaningful engagement.
Why Customize Your Online Review Responses Instead of Using Templates?
Gotosa emphasizes that personalized responses demonstrate a business’s commitment to each customer’s experience and feedback. This approach not only fosters trust and credibility but also strengthens the brand’s positive public image.
“A well-crafted, personalized response can encourage further engagement with the reviewer, which helps showcase that a business genuinely cares for its customers. Personalized responses also help mitigate negative experiences from reviewers,” Gotosa said.
Here are other reasons why personalizing review responses should be a priority:
1. They Save Time and Provide Structure
Templates are a lifesaver when managing multiple reviews. They allow you to craft professional replies quickly while maintaining a consistent tone, ensuring every customer feels acknowledged, even during busy periods.
Example:
Template: “Hi, [Name]! Thank you for sharing your feedback. We’re thrilled you loved [specific detail]. We can’t wait to welcome you back!”
Customized Response: “Hi, Anna! Thank you for your glowing review. We’re so glad our weekend brunch exceeded your expectations — our avocado toast is a favorite! Hope to see you again soon.”
2. They Keep Your Responses Professional
In high-stress situations, like responding to negative reviews, templates help maintain a calm, professional tone. They ensure your replies focus on solutions, not emotions, which is key for handling public feedback gracefully.
Example:
Template: “Hi, [Name]. We’re sorry for the inconvenience. Please contact us at [email] so we can address this.”
Customized Response: “Hi, Mark. I’m so sorry for the issue with your order. This doesn’t reflect our usual standards, and I’d love to make it right. Please contact me at [email] so we can resolve this quickly.”
3. They Help New Team Members Respond Confidently
Templates act as a safety net for less experienced staff. They offer clear guidelines on tone, structure and what information to include, ensuring responses align with your brand voice.
Example:
Template: “Hi, [Name]! Thank you for your kind words. We’re so glad you enjoyed [specific detail]. Looking forward to your next visit!”
Custom Response: “Hi, Sarah! Thank you so much for your kind words. We’re thrilled to hear you enjoyed our new vegan dessert options. Our team is excited to offer more plant-based choices, and we can’t wait for you to try more on your next visit!”
How To Personalize Online Review Responses
Responding to customer reviews, especially negative ones, is an opportunity to show professionalism, care and a commitment to improvement.
The question now is how to personalize your responses so they feel more authentic and, in turn, build trust with your customers.
Let’s break it down.
Responding to Positive Reviews
Positive reviews are a celebration of your business, and your responses should reflect that enthusiasm. Here’s how to personalize your positive review responses:
• Respond Quickly: Don’t wait too long to reply. Responding within 24 hours shows customers you care about their experience and value their feedback. A late response can feel less genuine, so keep it timely.
• Use Their Name: If available, start your response with the customer’s name. A simple “Hi, Jason!” makes the reply more personal than “Thanks for the review.”
• Thank Them Sincerely: Let the customer know you appreciate their feedback. Keep it straightforward and warm, like “Hi, Jason! Thank you for taking the time to share your experience with us.”
• Mention What They Loved: Reference something specific from their review to show you’ve read it. For example, “We’re thrilled to hear that our handmade ravioli was a highlight of your visit!”
• Add a Thoughtful Gesture: If appropriate, offer something small to show appreciation. A discount, freebie or an invitation to return can encourage them to visit again. For example, “Next time you’re here, mention this review for a free dessert!”
• Keep It Short: You don’t need to write an essay. A clear, simple response that thanks them, mentions their feedback and offers a warm invitation works best.
Positive Review Responses Examples:
“Hi, Jason! Thank you for your kind words. We’re so happy you enjoyed the handmade ravioli—it’s one of our favorites, too! As a small thank-you, mention this review on your next visit for a free dessert. We can’t wait to see you again!”
Responding to Negative Reviews
Replying to negative reviews isn’t that different from handling positive ones in the sense that both require utmost professionalism and care. But occasionally, you’ll face valid complaints or unreasonable feedback.
Here’s how to handle them and review responses examples you can try:
Responding to Legitimate Complaints
Start by offering a sincere apology and acknowledging the problem. Let the customer know their experience doesn’t reflect your standards, and explain how you’ll fix it. Offer a resolution to show you’re committed to making things right.
Example:
Hi, Bob. I’m sorry our customer service didn’t meet your expectations. We’re addressing this issue to ensure it doesn’t happen again. Please call 888-555-1000 and ask for Fran, our customer service lead, so we can make this right.
Responding to Unreasonable Complaints
Stay calm and professional, even if the feedback feels unfair. Acknowledge their feelings and avoid arguing or blaming. Offer to take the conversation offline to resolve the issue privately.
Example:
Hi, Mark. We’re sorry the beef stew didn’t meet your expectations. While it’s a popular dish, we understand it’s not for everyone. Please email us at [email protected], and we’d happily suggest another option for your next visit.
So, Are Templated Review Responses Bad for Business?
Not at all. Templated responses can be a valuable asset, especially for businesses managing high volumes of customer interactions.
Automated review responses save time, ensure consistency and reduce the chance of errors, especially when responding to common issues or frequently asked questions.
However, when these templated responses lack thought or personalization, they can come across as cold or dismissive, leaving customers feeling like they’re talking to a machine.
With that in mind, use templates as a foundation, not a crutch. Again, customize each response to reflect the customer’s specific feedback or situation. Mention the customer’s name, reference details from their review and be empathetic.
The goal is to combine the efficiency of templates with the authenticity of personalized communication.
When handling customer feedback feels unmanageable, it’s time to turn to the experts.
A professional agency provides fully managed solutions, such as online review management services, personalized responses, review generation and real-time online review monitoring, to ensure your reputation stays in good hands.
Need Help With Online Review Management?
Staying on top of your online reviews can feel overwhelming, but it doesn’t have to be. Thrive Local’s online review management services simplify monitoring feedback, engaging with customers and building a stronger online reputation.
Our team crafts personalized review responses and creates strategies tailored to your business. From analyzing customer interactions to encouraging feedback on your preferred platforms, we ensure your reviews work to your advantage.
With our online review monitoring software, you can track reviews across multiple channels and locations. Features like multi-site tracking, automatic email alerts and response notifications keep you informed and ready to act.
We also offer a review widget to showcase your best reviews and increase client trust.
Leave online review management to the pros — speak to our ORM experts today.
