Every business has to face different challenges, and one of them is dealing with negative reactions from customers. These reactions can be received through review sites, stores, phone customer support, and lately through social media platforms.
Before social media even existed, a customer with a bad experience might tell their friends about it or write a disgruntled letter to the company, which usually doesn’t lead to any public furor. However, people nowadays are more empowered to leave a review via Twitter and Facebook comments. The viral nature of these reviews can attract attention worldwide.
There’s no doubt that negative reviews may potentially repel new customers and even more so when a single negative comment fuels a barrage of even more unpleasant attention. But there’s still hope, of course. In today’s blog post, we’ll show you how to manage negative reviews effectively and turn them into positive opportunities to rebuild your customers’ trust and loyalty to your brand.
Track mentions of your brand online.
A quick response is just as important as the resolution which is why tracking mentions of your brand online is very essential. Monitoring tools like Google Alerts can send you email notifications on keywords mentioned related to your brand (i.e., your brand name, competitors, industry influencers, and products or services offered). Social Mention is another awesome tool to listen to what people are saying about your brand on various social media platforms.
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Make your response timely and personalized.
In this era of mobile devices and instant communication, expect more customers to interact with brands in real time. Responding to negative reviews as soon they are posted will prove to them that their sentiments matter and that you put a premium on customer satisfaction.
Ensure that every response is customized and points out important details specific to the reviewer’s complaint. Using a generic response will cause you to appear indifferent and may alienate other customers. Yes, it is time-consuming to read each review and craft a thoughtful response, but this will help boost your relationship with your customers in the long term.
While you are trying to resolve the reason behind the negative feedback, it’s crucial for you to stop making excuses and take responsibility for your actions. When you show that you’re accountable, it will establish trust and credibility for your brand.
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Make a follow-up.
After the issue has been resolved with your customers, do a follow-up. This demonstrates your commitment to maintain their business in the future. This also shows how you would go the extra mile to satisfy customers–something that will definitely keep them from moving on to your competitor.
Anticipate risks and plan ahead to prevent them.
Most of the negative reviews stem from a lack of information. That is why it’s important to provide as much information as possible about your products or services in the first place to avoid these situations. Negative reviews allow you to be aware of issues you didn’t know existed. Learn from these mistakes and make the necessary improvements. Customers like brands who listen and adjust to their needs.