How to Respond to Positive Reviews? 8 Golden Rules

November 2024 brought something that makeup fans have long awaited. Rihanna’s cosmetic brand, Fenty Beauty, partnered with the iconic animated series Arcane to create the latest cosmetics collection. In the first week of its release in November 2024, Fenty Beauty received 1056 positive reviews, reaching more than 62K users!

Want to boost your positive review? This article will tell you the 8 gold rules!

How to respond to a positive review? Prioritize important comments and reply quickly to show that you value your audience. Identify key contact points and develop them to build trust and enhance relationships. Monitor brand sentiment to detect and respond to positive feedback. Drive better engagement and improve brand reputation.

Getting positive feedback is a win, but the battle’s not over yet! 

If you don’t respond, your audience may quickly feel discouraged. Today, everyone checks comments before purchasing—whether it’s a sweater, a hotel, or a new phone.

Why should they return to your company if they don’t feel valued or connected? 

Show them you appreciate their feedback, foster relationships, and build a loyal community around your brand.

Plus, responding to reviews boosts your SEO,  increases visibility, and attracts new customers over time.

Let’s dive into how to respond to positive reviews! 

How do you quickly find the most important positive reviews?

You can do it manually.

Sure, it’s an option. Spend those hours searching for positive reviews on website pages, social media platforms, and other sources.

Fortunately, I have good news! There is an easier way to speed up your search process!

All you need is one of the media monitoring tools.

They allow you to search all online sources for any keyword. The key is to choose a tool that can also perform sentiment analysis.

And then, after 60 seconds, you will get all the responses to reviews in one place!

As you can see, after filtering the Brand24 tab, I see only positive reviews of Fenty Beauty.

But that’s not the end of the possibilities that give media monitoring.

We can gain much deeper analysis within internal data, like:

• Sentiment – Set the sentiment filter to “positive” to focus on reviews with positive feedback.
• Influence score – The higher the influence score, the more significant the impact of a positive review.
• Relevance – Use this filter to display only the most relevant reviews, prioritizing those most likely to influence your audience.
• Intent—Select specific intentions for analysis to help you focus on particular goals, such as customer satisfaction, purchase intent, or brand loyalty.

Look here:

Finding quickly positive online reviews has many benefits for you, such as:

• Build customer loyalty
• Gain customer’s feedback
• Achieve customer relationships
• Boost your brand visibility
• Use for UGC content

To keep an eye on and respond to positive reviews, you can set storm alerts – email notifications about recent mentions. You can even integrate it with Slack to stay constantly updated.

There is also another faster option.

On the bottom of the dashboard, you will find a graph.

The exclamation points at the top are just Anomaly Detectors, alerting you to sudden changes in brand mentions’ growth or decline.

They help you spot when something unexpected happens with your brand’s performance or audience reaction.

Thanks to this, Fenty Beauty can quickly identify and react to key events within the brand. 

November started strong for Fenty Beauty in terms of positive feedback. This was likely driven by the launch of their new collection and Rihanna’s speech at the Fenty Beauty launch in Barbados. Her remarks sparked much discussion about her career, contributing to the buzz around the brand.

How to Respond to Positive Reviews? 8 Golden Rules

01 Focus on the most important positive first

Before responding to positive reviews, I selected the most important ones for those who could wait.

Why?

When responding to positive reviews or negative reviews, it is crucial to think smart and strategically.

That’s exactly why I always prioritize review responses with the highest reach—from creators, influencers, other brands, or consequently, the most active audience (YES, remember about them).

These reviews have the potential to influence a larger audience and become viral.

By focusing on them first, you can be sure you haven’t missed an opportunity to boost your online brand reputation and attract new consumers.

02 Be fast

Everything depends on timing.

Positive review responses will be successful only if you are on time. The excitement continues because your company is still on their minds. 

If someone meets your company for the first time, leaves a comment, and receives feedback after a week or two, then… in short, they may no longer remember you.

And the opportunity to attract a new customer has been lost in this way.

The perfect positive response from Fenty Beauty to a positive review in time!

03 Find topics that attract positive reviews

Deep knowledge of your audience is your secret weapon and shield!

You need to know their preferences to build and manage your brand awareness.

Follow the topics that attract positive reviews. This will help you understand what attracts your customers the most, allowing you to optimize your products and services and target your marketing more effectively.

Brand24 provides an in-depth analysis of topics. 

In the case of Fenty Beauty, these are mainly product reviews and Rihanna’s empire. For beauty brands, positive product reviews, tutorials, and influencer collaborations are necessary for company growth and specific market positioning.

What do you do once you’ve identified such topics?

• Apply – use them in ads, social media posts, or materials promoting your products.
• Evaluate – if customers praise specific product features, develop them.
• Drive – engage customers through articles, videos, and tutorials that expand on popular topics.
• Engage – create shareable content, apply stories, and create discussion around it.
• Monitor – track whether the topics of positive reviews change over time and adjust your actions.

04 Resonate with the audience

It’s just a vibe.

To attract an audience, you must speak their language and resonate with them.

As with regular relationships, achieving this will ensure a good experience. Thus, customers will be more likely to return to you if you provide positive reviews or feedback.

Take a look here: Fenty Beauty already knows how to respond to positive reviews:

Shining bright like a diamond!

The response should be engaging, entertaining, and friendly in the brand’s tone. Stand out from the crowd, and don’t let the brand’s response get in the way.

05 Find channels that attract positive reviews

Having a deep knowledge of your audience is your secret weapon and shield!

You need to know their preferences to build and manage your brand consciously.

Many users share their opinions about products or services on various platforms, such as Google, Yelp, social media (Instagram, Facebook, Twitter), online forums, or specialized review sites.

The way to increase customer engagement is to be active exactly where they are. 

With a media monitoring tool, you can see in real-time which platforms are the most popular and what the sentiment is on those platforms.

It looks like the main source of positivity is on TikTok – which may also suggest that Fenty Beauty’s main audience is youth.

Why track which channel attracts positive reviews?

• Reveals customer preferences: Shows where customers engage the most.
• Optimise marketing efforts: Be active where your target is. Track which channel they leave the most positive review responses on, allowing you to avoid burning your resources.
• Analyse data: Responding to rapid changes in review volumes. Pick out valuable feedback and adjust your strategy based on the data.
• Platform-specific insights help understand each platform’s unique strengths and preferences, enabling customized content and engagement strategies.

06 Personal touch of response

Vibing is decent, but it is mainly about creating personal messages.

Feel free to return directly to the audience or the customer’s name. You can also include the information directly from their comment to personalize even more.

Let’s check how Fenty Beauty is doing it:

And above all:

• Focus on authenticity – don’t be afraid to show your brightness.
• Don’t copy and paste – it’s noticed, and it’s not nice.
• Don’t use emotionless templates for responding to positive feedback or classic examples of “thank you, we’re happy, and welcome back”—yes, everyone has already received them.

07 Keep an eye on the sentiment of reviews

Use your brand strengths!

Sentiment analysis tracks the sentiment around your brand – positive, neutral, and negative. It helps you spot trends and changes in audience perceptions.

In turn, it helps you develop your strategy in the interest of your audience, maintain positive comments, and monitor and reduce escalated negative ones.

It helps you with these media monitoring tools. Using this analysis, it will no longer take hours anymore.

Here’s a chart that shows the sentiment around Fenty Beauty over time.

As you can see, the sentiment shows positive growth trends since the launch of the latest collection. Good job, Fenty Beauty!

08 Highlight brand value

Highlight common values!

They chose your brand based on mutual points of view. Communicating your brand values is crucial. It helps create a strong customer connection, builds trust, and differentiates your brand in a competitive market.

Here’s a list of benefits:

• Build an emotional connection: helps consumers feel a bond with the brand, leading to stronger loyalty and advocacy.
• Stand out: values help differentiate the brand from others by showing what it represents beyond the product itself.
• Build trust: Clear values build credibility, encouraging customers to make purchasing decisions.
• Shapes brand identity: Values define a brand’s personality and mission, which helps shape its public image and customer perception in the long term.
• Reinforces the message: Brand values provide a consistent framework for all marketing activities, making the message more authentic and consistent.
• Attracts target audiences: Attract customers who share the same values, creating a more engaged and loyal customer base.

Example response to a positive review

Now, you have all the theory you need to respond to a positive review.

Many companies ignore reviews or respond to them dryly. By doing so, you can cut them off and gain a competitive advantage over others.

So, let’s move on to an example of responses to positive reviews examples.

Mac Cosmetics shows appreciation and creates an atmosphere. Hashtags and emojis are the perfect way to quickly show your audience the atmosphere—depending on your company’s channels and field, you can play with them!

Maintaining the right tone of voice is key. Sephora provides a professional and caring atmosphere. Highlighting its values creates a solid and consistent brand personality.

Here’s a great example of building rapport: adding the name “Hi Frank!” and showing a willingness to continue interacting.

All of this will help you leverage the power of responding to reviews!

And here’s my pro tip. Use AI- but one that knows your brand.

How is this possible?

For instance, you can use Brand Assistant, which connects to your internal data.

This allows Brand Assistant to provide answers based on your audience – to know about the most important topics, hashtags, or emojis they use! So your answer won’t sound like… a generic answer.

For example, I used a hint: “Find an important positive mention, and generate a response that I could use to answer it.” And here’s what I received:

I also asked about the same ChatGPT. And here’s what it gives me:

There is a consistent response for them, but is Fenty Beauty responding to such a positive review?

Conclusion

Let’s get it all in! If you tend to keep your audience hype and boost your SEO, responding to positive reviews is a wave.

By shaping your brand reputation and lifting brand awareness, you can get a real shot at making it good. You don’t need more than the right tool and those tips to receive only a 5-star review.

Key takeaways:

• Put an authenticity – instead of a generic copy-paste response, play with your responses. Use emojis and hashtags, and keep your tone of voice. All these must-have elements together will establish a loyal relationship with your consumer.
• Use media monitoring tools to quickly spot positive reviews, prioritize the most impactful ones, and stay on top of relevant conversations. Trust me, you’ll thank yourself later for spreading up these processes!
• Be consistent to get an effect, boost your SEO and social media algorithm, and build a strong perception of the brand.

The way is to prioritize wisely, be consistent, and use every positive review as a chance for your brand. Start with a Brand24 trial and respond with ease!