4 Reasons Why to Respond to Negative Reviews
As an online merchant, it is important for you to deliver the best products and services to your customers that they love. You want them to come back again, spread the word, and become loyal, isn’t it? This not only boosts your online visibility but also helps you in retaining more customers in the long run. But that is not always the case.
At times, things don’t go the way you may have planned. Maybe the customer received a damaged product, or the shipment is delayed or he is not satisfied with the quality. Regardless of what the reason is, you will have a dissatisfied customer from time to time. And there are chances that these customers may have a strong opinion about your product and they share their feedback in the form of an online review which is obviously negative.
Whenever you see a bad review online, you get s shot in the heart and it seriously hurts. But hey, don’t get disheartened. You never wanted that but anyhow it is important for you to face the situation. This is not the end of the world. Now is the time for you to respond to the negative feedback received and the opportunity to connect with the customer. Although you can turn the scenario upside down but however, you can support the customer by addressing the issue politely.
In this particular article, we will be discussing why it is important for us to respond to negative reviews. So, what are we waiting for, let’s begin:
Reasons why it is important to respond to the negative reviews:
- Change the perception of the customer
A Bazaarvoice report states that 7/10 customers claimed that their perspective was changed after the business connected with them and responded to a review. They felt, that they are being valued and so is their opinion. In addition to this, when the customer saw the business responses, they showed a higher purchase intent.
If you are not good at responding to such reviews, you can take help from online reputation management services. They are professionals that will help you keep a good reputation for your business.
2. Depicts the best customer service
Whenever you respond to any review, it clearly shows that you do care about your customers. After all, all your products ad services and for the end users and you are creating them due to the demand generation from them. Online reputation management service is the best option you can choose if you have too many negative reviews and you are unsure how to handle them.
Nordstrom is loved by customers, do you know why? They offer the best customer service and have a good return policy in place. Who wouldn’t love shopping from such a place?
3. Gain behavioral insights
Whenever you tend to respond to any negative review, you are giving your business a chance to gain insight into customer behavior and preferences. If you want to completely understand the issue, you can take the whole conversation offline, to the phone, or to email.
This will certainly help you understand, what went wrong and where and how everything can get fixed.
4. Build a long-term relationship
Now that you have politely responded to the negative review, you can build the relationship further. You can support your customers as the initial contact has already been made. Ask them about their personal email id and keep the communication going. Keep praising and thanking them every now and then for being your loyal customer.
Start responding to negative reviews immediately
You may find it a bit challenging in the beginning, however, responding to negative reviews is a part and parcel of maintaining your integrity as a business. Maintaining a good relationship with your customers online as well as offline will certainly help your business grow and gain a reputation in the long run.
Ignoring negative reviews is easy but if you do that, your customers are unlikely to return. Dissatisfied customers will keep sharing their opinion about your products or services with their family, friends, or acquaintances and this would certainly cause severe damage to your business and its overall reputation. But when you reply to the negative review, you are likely to earn a loyal customer and they will feel you are a brand that actually cares.
If you want to stay proactive on review platforms, social media platforms, etc, connect with us right away as we offer you the best online reputation management services.