Let’s face it – no matter how cool your brand is, or how well-received your products may be, you’re going to occasionally receive negative reviews. That’s just a fact. You’ve probably heard (maybe even from us) something along the lines of, “Negative reviews can actually be a good thing.” Believe it or not, this is true – so long as you’re proactive about reading and responding to new reviews.
Regardless of sentiment, one thing is certain – brands need to be quick about reading and responding to new reviews as they come in. Up to 70% of dissatisfied customers will do business with a company again if their complaint is resolved. Even with overwhelmingly positive reviews, the job is not done – you should be engaging with satisfied customers just as often as those who aren’t. Responding to reviews proactively allows you to address customer issues as they occur, while also showing potential customers that you care.
This e-book takes a closer look at why responding to customer feedback is important, best practices for responding to negative and positive reviews, and how to respond to customer questions.