This may lead you to post nasty attacks on your customer. Your first response may be to be defensive or combative over some things said about your company. Empathy goes a long way in winning back your customer. Whatever the case may be, your customer did not have a positive experience with your company. Note, you should do this even if you were not responsible. ApologizeĪpologize for how your customers felt about their experience. Address everyone personally (for example, “Hello Timothy …”), try to really understand the cause of their dissatisfaction and actually get involved in their problem. If all the replies to the negative reviews are the same, customers will question your sincerity. People can detect templates or predefined answers from a mile away. The worst thing you can do is to ignore the feedback, even if they are online game reviews or related to an e-bookstore. This is not only good customer service but also shows those who visit your website that you care about what your customers think about you and the products or services you offer. Respond to Each ReviewĮach negative review deserves a response. In this article, we will show you some tips and tricks that you can implement when you try to figure out how to respond to negative reviews. That’s why you need to know how to manage your online reviews. 91% of consumers aged 18-34 trust reviews as much as the personal recommendationsĪs you can see, reviews are vital for your business because they provide you with social proof and are strongly correlated with the company’s sales and, implicitly, with your revenue.51% of customers expect a response to their reviews.For every one-star increase, companies find a 5-9% increase in revenue.Consumers expect approximately 40 reviews before considering them trustworthy.82% of shoppers especially look for negative reviews they spend five times more as long on a site when interacting with negative online reviews, with an 85% increased conversion rate.Both negative and positive reviews influence the customers’ buyer decisions whether we are talking about a local market or a global one for which you have to localize your products or services to fit different target audiences.Just take a look at these stats, and you’ll understand why: Online reviews are a crucial aspect of any company’s success.
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