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Management strategy for opinions using the example of Manibox company - part 2

Katarzyna Chomąt
04/12/2023 | 3 min read
Management strategy for opinions using the example of Manibox company - part 2

Table of contents

    In the first part of our series, we discussed the initial steps taken by Manibox in the context of opinion management. We also presented the current situation of the company and mentioned that Manibox wants to start selling on various marketplaces, therefore it needs a tool that allows easy monitoring of emerging opinions and quick response to them.

     

    In this part, we will analyze the results of using the application so far, present new steps taken by the brand, and share our tips.

     

    Results after 3 months with Rating Captain

     

    After just 3 months of using Rating Captain, the first effects are visible. First of all, customer reviews have appeared in the company's Google business listing. This attracts much more attention. A rating of 4.7 suggests to potential customers that despite a few hiccups, the company is trustworthy, so it is worth maintaining the rating at this level and at the same time ensuring a steady flow of reviews.

     

    The company's responses to received reviews also inspire trust. It can be noticed that Manibox strives to quickly respond to all comments, which is particularly important, especially in the case of negative reviews.

    It is definitely worth encouraging customers to leave longer reviews and to include product photos. This will make the company's business listing more attractive to potential customers. Longer comments provide much more information, not only to customers but also to the company itself.

     

    ReviewsAudit report: https://reviewsaudit.com/results/1490/manibox 

     

    Sentiment of reviews

     

    The majority of reviews are positive, so the sentiment based on all comments is satisfactory.

    Sending invitations to customers showed Manibox what they most often struggle with and which areas of customer experience need improvement in order to increase customer satisfaction. Most of the negative reactions occurred during the Christmas period and were related to extended delivery times.

     

    In response, the company immediately took action and informed customers both on the store's website and on social media about the extended delivery time, and set a final deadline for placing orders to ensure delivery before the holidays.

     

    This was a very good step that significantly reduced the percentage of negative reactions in response to the invitation to leave a review.

     

    Responding to reviews

     

    One of the most important aspects of opinion management is responding to reviews. And here, congratulations are due to Manibox, as the company has also made progress in this aspect. The response time to customer reviews has been shortened to a few days, and very often the company's responses appear even within a few hours of receiving the comment.

     

    Quickly responding to customer reviews is very important. Over 70% of customers expect contact from the company within 24 hours of leaving a negative review. However, positive reviews should not be forgotten either; it is worth at least thanking customers for taking the time to leave them.

     

    Opinion management - what's next?

     

    Manibox has started selling on Ceneo and on social media, as well as gathering product reviews, so in the next article we will discuss these activities in detail.

     

    We will also examine the company's overall results in the area of opinion management, which means analyzing visibility on review platforms, the quality of reviews, brand engagement, and many other factors that influence customer trust. Then we will compare the results with the current ones to see if the company is drawing conclusions and improving its opinion management strategy.

     

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