In today’s digital era where every purchase decision of the customer happens by reading online reviews about the products and services of a company. Therefore, here reviews play a crucial role in making or breaking the sales revenue of the company. Reviews give the flexibility to the customers to raise their voice against a particular product or service. While when we talk in specific about the bad reviews of a company, it can create a sense of panic among fellow business leaders.
According to research, nearly 95% of online consumers prefer to read reviews of the product before making any purchase decision. While 92% of the B2B buyers are ready to make a purchase decision after reading a trusted review. When we talk about Americans in particular around 68% of them believe that positive reviews tend to increase the business revenue of their product. Therefore in order to handle the negative business reviews, you can take care of the following things:
1 Analyze your online reputation
Analyzing your online reputation plays a very crucial role in understanding online consumer behavior. You will get to know about the if’s and but’s of your product. With the increasing number of product discussion forums and consumer forums, there are high chances that a bad review can get slipped from your hand and be unsolved. Therefore, monitoring your online reputation plays a very crucial role not only in understanding consumer behavior but also to bring new business. Therefore, you can monitor your online reputation by adopting the following strategies:
A Google Alerts
Google Alerts are among the most automated ways to track online consumer behavior. Here, whatever the consumer is talking about you. Apart from this tool will also let you know whenever your brand or product is mentioned online.
B Make use of popular review websites
Make use of popular review websites like Glassdoor, G2crowd, Yelp and make online reviews about your company public here. Establish an easy workflow so that the customers can make use of positive reviews.
C Make use of popular keywords in twitter
Make use of specific keywords related to your brand or product on twitter so that you can get alerted whenever a bad review regarding your product or service is posted on various social media websites.
2 Understand each of your bad reviews
Whenever you are considering about the consumer behavior analyzing a bad review plays a very crucial role in order to make the right decision online. Here you may need to understand why a customer leaves a bad review. Therefore, here you may need to understand the tone of the review. Was he angry, confused, disappointed or frustrated? Now, once after the tone of the review is analyzed you may need to understand from the stakeholder’s perspective point of view about whom should answer this particular review.
3 For every review delegate a certain amount of ownership
Whenever you get a review about your product or service one of the most important things that you may need to do is to delegate a certain level of ownership of your product or service to fellow customers. Therefore, whenever a review is obtained assign that resource about the particular responsibility. And, if you have very little information about your customer then you may need to delegate that responsibility to that particular customer representative.
4 Make use of good public online responses
Once you have gathered all the information regarding the reviews of your product or service. Now, it’s the time to post publicly about the reviews for your product or service. Replying to the reviews of your product or service shows a sense of transparency and responsibility to the product or service. Many companies are not responding to their product or service directly therefore accordingly you may need to find some other point of contact with the customers.
5 Make use of private conversations for your bad reviews
Whenever a fellow customer gives you a bad review regarding your product or service then you may need to try to contact the customers who have given your bad reviews. Here you can try your best to understand the problem of the consumers and develop a product improvement plan in the future accordingly.
6 Offer gratitude for your reviews
While the other main thing whenever your customer gives a review of your product or service whether it is good or bad is that you may need to offer some gratitude to them. Some of the finest examples of giving gratitude to your fellow customers are that you can send gifts to fellow customers who have spoken something good about your product or service. While in the case of customers with bad reviews try to know the reason or the challenge they are facing.
7 Make use of negative reviews for Strategic improvements
Once you have got the specific set of reviews whether good or bad the other major thing that you may need to do is that you may need to develop a strategic report based on the reviews that you may have got regarding the product or service. This report will help you with your product improvement plan.
I hope that this article might have solved all the queries regarding handling negative business reviews. And, all the best for your future business plans.
Mr. Naveen Mathew. He is currently working as a Digital Marketing Analyst for a company called Arishna Data Communication and owns a website called bluechipdigitalmarketing.tk. Besides writing for Arishna Data communication he is been doing freelancing work, his major work in Inbound call Center , Outbound Call Center and Home Based work like Data Entry Services. Overall he has been work as all rounder in the digital marketing field relating Paid ads, Content creation and Social media marketing.