Negative feedback can feel like a setback, but with the right strategy, it can become one of your strongest strategies. How you handle criticism shows a lot about your brand and its value. It shows your power in using this criticism and turning it into a positive customer experience, and boosting customer loyalty. However, if you leave negative reviews unattended, then they can hamper your business and tarnish your brand reputation. 94% of consumers avoided a business because of negative reviews.
Brands are scared of negative reviews because of their long-term impact. Before making a purchase, customers look online to know more about that brand or product. Almost nine out of every ten consumers globally read online reviews before making a purchase, and 76% trust online reviews just as they do personal recommendations.
In this article, we’ll learn the consequences of negative reviews, how to respond to negative reviews, and how to turn negative reviews into positive ones!
Consequence of a negative review
Negative reviews directly impact your business’s income and growth. When potential customers read negative reviews, it might raise doubts in their minds and make them doubt your product quality. It impacts their purchasing decision. As a result, it declines your sales.
Reviews also affect your search engine ranking. A series of negative reviews can push your website lower in search engines. This makes it harder for people to find you.
Negative reviews also affect your customer experience. For example, it can convince customers to select a competitor or make long-term customers re-evaluate their loyalty. Not only can it make you lose new customers, but it can also make you lose your returning customers.
How to Respond to Negative Reviews
Whenever you receive negative feedback, respond to it quickly within 24 hours. It shows that you value customer feedback and are eager to resolve the issue. At the same time, transparency is also important. Rather than making excuses, acknowledge your fault and provide a solution. Explain to them what went wrong and try to fix it as soon as you can. Transparency helps in building trust.
Maintain a professional tone and avoid using defensive tones. Always focus on the issue. It also helps in improving your products and services. Try to personalize the tone by addressing the customer by name. It helps in keeping the conversation more constructive. If required, take the conversion offline.
Your response should be personal and unique. Avoid using generic responses. Mention details from the customer’s reviews. It shows that you pay attention to them. Show gratitude to them. Personalization can make your response stand out and turn a negative review into a positive experience.
How to turn negative reviews into positive ones
Negative reviews, if handled correctly, can prove to be an opportunity to improve your product quality and customer experience. Here are some of the ways to turn negative reviews into positive ones
- Public Response: Respond publicly to negative reviews because it shows transparency and a customer-centric approach. It displays how you address concerns and helps in enhancing your reputation. A constructive response can neutralise the impact of a negative review.
- Highlighting Improvement: Highlight and share changes made in response to feedback. It can be through social media posts, website announcements, case studies, etc., to highlight your dedication to continuous improvement. For example, if your customers are complaining about waiting time, then you are publicly announcing a reservation policy or system, etc.
- Encourage Positive Reviews: Encourage happy customers to leave more positive reviews. A high volume of positive reviews can overshadow negative reviews and provide a balanced view. You can offer incentives to them, such as discounts, exclusive access to new services, freebies, etc to encourage them to leave more positive reviews.
- Content: Use common complaints as inspiration for blog posts, FAQ sessions and social media posts. For example, if users complain about menu options, create an Instagram story series explaining your different products and services.
- Testimonials: If you have successfully converted a negative review into a positive, then ask for permission to use their experience as a testimonial on your website or social media platforms. It helps in building trust and displays a proactive approach in handling criticism.
We have learnt how negative feedback can hamper your business and tarnish your reputation. However, if handled effectively, it can turn into an opportunity for your business. If you act on time and follow the tips given above, you can minimise the impact of negative reviews on your business. Lumia 360 offersa Review Management System that helps businesses in managing, handling and monitoring their online reviews. It lets you manage your reviews in one dashboard and offers innovative solutions that can improve your SERP ranking and encourage more users to leave positive reviews. To know more about review management software, email info@lumia360.com or call 514-668-5599.
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