Hype Reviews: Thanks to internet reviews on sites like Google, Facebook, Yelp, and Tripadvisor, customers can share their experiences not just with firms, but also with other consumers. Consumers rely on these ratings to find great businesses, goods, services, and brands. As a result, companies must learn how to respond to both good and negative customer feedback.
Section 1: The Importance of Hype Reviews
The role of reviews on a company’s reputation can’t be overemphasized. Consumers can’t tell you if you’re a great place to work, a great place to shop, or a good place to buy a sofa. What they can tell you is if you did a good job in meeting their expectations, and by the end of the day, they are the company’s most important audience.
Even if you’re at the top of a business hierarchy, consumers are extremely knowledgeable about businesses and consumers rely on them for recommendations. If they have a negative experience, they’ll be sharing it on social media, so you must be sure to respond to reviews before they reach a critical mass of critical reviews.
How to Deal with Negative Hype Reviews
There are numerous negative reviews online and they are probably not always created by disgruntled customers. They are often a result of companies who might have upset a customer or group of customers with the way they dealt with a matter. On the other hand, consumers can also leave negative reviews to do business criticism in order to voice their opinion and show their displeasure with the service or product provided.
So how can you, as a business owner or brand, respond to these reviews? How can you make sure that you can increase your brand’s reputation online and off? Here are a few tips for you to consider in relation to your customer service in relation to negative reviews.
How to Use Positive Reviews for Marketing and Growth
As you might expect, posting positive customer reviews on social media is a great way to gain new followers and help build your customer base.
In fact, a study by digital marketing firm Searchmetrics found that on average, customers prefer to hear about positive experiences on sites like TripAdvisor and Google before hearing about negative experiences.
People are more likely to trust recommendations from people they know (whether friends, family, or acquaintances) than from random people they have never met (and who are perhaps more likely to be being objective in their reviews).
Social media is ideal for marketing and gaining followers. If you want to be a part of your customer’s online experience, you need to give them easy ways to interact with you.
Types of negative reviews and their impact
Since they’re an important source of information, negative customer reviews have both pros and cons for the companies they represent. On the plus side, reviews can be useful in determining what customers are looking for in a particular business.
Some customers complain that they simply love their companies so much that they never want to leave. For this reason, they’re more likely to leave reviews. Others are dissatisfied enough with the experience that they feel that they have to tell everyone they know that it’s not worth it to spend money at their businesses.
On the flip side, a study revealed that customers who left bad reviews often do so because of a problem with their own customer service.
What Can Companies Do To Get The Best Out Of A Negative Review
It’s easy to get frustrated when your company gets a bad review online, especially when you feel the reviewer is wrong. But what can you do in response to a negative review? We’re answering this question in our upcoming free webinar, “Hype or Merit: Why You Should Respond to Negative Reviews.”
We’ll be joined by Shannon & Trevor Barnard, a certified trainer, and speaker from the Barnard Training Institute. We’ll cover the full range of responses, from how to give a graciously positive response, to what a leader should do if they’re being attacked by a troll.
Businesses that do not respond to customer feedback will see a significant drop in brand reputation. As such, businesses should regularly ask customers for feedback and respond to it when necessary.