Why the Tone of your Online Review Response Matters

Before understanding the relationship between the tone of your online review response and customer satisfaction, we need to understand what exactly is the dealer brand voice and tone of voice.

What exactly is the dealer brand voice and tone of voice?

Dealer Brand Voice: The dealer brand voice is all about your own unique dealer communication signature when addressing customers and prospects.

It is all about how the dealer brand projects itself to its audience.

Dealer Tone of Voice: It is how your dealership brand modulates its voice when interacting with customers and prospects, and how they comprehend your message.

The dealers’ voice and tone reflect the sort of business you are in and it finally comes down to the attitude of your dealership brand.

The dealer voice needs to be consistent in all interactions, but the tone can change.

If your voice and tone are consistent, your audience will be able to recognize you on any platform. Sometimes, your tone of voice needs to adapt to the situation, especially while responding to online customer reviews.

For instance, if your voice is predominantly fun and your customer has just experienced difficulty with either the vehicle or service, then you need to change the tone to a sober tone.

Modulating your Tone when Responding to Online Reviews

It is important to showcase how much your dealership values and cares for customers, when responding to any customer review. The tone you respond with plays a vital role in nurturing a good online reputation.

Dealers need to find their own unique voice and tone that is meaningful to their local audience.

A neutral tone may be a safe bet but a casual or conversational tone can make your customers feel at ease.

For more insights into how your online review response tone influences customer satisfaction, Contact Us.