Few things can be more influential for business than a dissatisfied customer. Regardless of your brand's industry or even if you have the best product available there's a chance that you'll get a few negative reviews now and then -- and these bad reviews matter immensely. People look for social proof when making a purchase decision. Negative reviews can turn them off.
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Even though your brand might not be perfect, it is vital to address negative feedback that may arise. There's no chance to win the buyer's trust if you don't.
Here are the four most important tips to be aware of when dealing with negative online reviews.
Don't Wait, and don't Hide
Responding to reviews with negative reviews should be quick and transparent. If a customer leaves an unhappy review, the review isn't the end of the road. Customers are expecting to be addressed quickly. The response should be within 24 hours at the most. But, it is best to respond earlier.
Customers might be happy with responses from brands If they are provided with the opportunity to resolve their issue quickly. They may also alter their original complaint to be more favorable. This is how crowdsourcing can be accomplished.
Find Them First
Online reviews can come on a wide variety of websites and channels like Google, Facebook, and Yelp among the most popular. It is easy to miss the negative reviews -- an excellent method to perish from a valued customer. Since today's consumers interact with brands frequently on social media, it's quite likely that a significant portion of your brand's discussion happen on the same platform, even if your brand isn't directly linked.
This is where a social media monitoring tool can be of assistance. They can be used to keep track of not just the social media platforms that you are using as well as review sites and other social channels to find out if there are any discussions or questions regarding your products, brand, and even your industry. It's not just a way to keep track of the conversation; it will also give you more efficiency when responding to negative remarks.
Meet the Person
The trust of customers is one of the main factors driving the consumer's loyalty to brands today -- second-highest priority after price. It's time to take that into consideration. People are more interested in trust even than expertise, and that's doubly true when it comes to customer support. When you need a useful source about review, check out this site.
Highlight the Positive Without Ignoring the Negative
The most effective customer service teams as well as social care teams and contact centers do not think of responding to reviews that are negative as damage control. They see these negative reviews, however cliché they may sound, as opportunities to connect with customers and to improve the customer service metrics. It is important to thank the feedback of customers. This example illustrates.
It is essential to address feedback from customers positively. By keeping the tone of the conversation light and positive, you can shift the focus toward positive outcomes.
Negative reviews can be a source of frustration and even confusing for brands, but it doesn't mean they'ren't important. Actually, some research shows that negative reviews can be extremely valuable, as long as the problem is addressed. To build trust with customers, it is crucial to address negative feedback. Do not respond to those who are unhappy. Instead, you should respond quickly to your customers through the channels they prefer. Keep it personal, lighthearted and solution-oriented. With a strategy like this negative reviews could turn into positive experiences for your company and customers too.