How negative reviews can turn into repeat business

VTRUSTPILOT business. trustpilot.co.uk How Negative Reviews Can Turn Into Repeat Business *#%@" *#%@" Don't tear yyour hair out when a bad review comes in. Use it to your advantage. Firstly, The Numbers 79% 47% 90% ... The proportion of The proportion of The proportion of UK consumers consumers who trust online reviews as much as a personal customers who believe who have written their buying decisions are influenced by positive online reviews. an online review. recommendation. What Do I Do When Faced With Negative Feedback? Take a bad review about your business by the horns, and use it as an opportunity to: 01 Discover 03 Remedy Find out exactly what the issue is. Take the Work towards a solution that is conversation offline if beneficial to both the it looks in danger of becoming incendiary. customer and yourself". 04 Improve 02 Engage Take on board all that Most online review sites give you the right to reply. Use it! has transpired, and use it to improve the service you provide. *Resolving the customer's issue is, for you, benefit enough., Why? Read on. Customer Retention Strategies 68% Deleted 34% the original comment Went on to 33% post a positive review Complainants posting negative feedback on a popular social media site were contacted by the business they had issue with. Of these: Became loyal customers, going on to buy more 18% Customer Retention and New Business But it isn't just the 95% of unhappy customers that return when an issue is resolved quickly and efficiently that should drive you to respond to negative feedback. There's also the prospect of attracting new business. The Unsung Benefit of Negative Feedback 30% 68 67% 30% of consumers 68% of consumers suspect foul play when they can't see any negative reviews. Nobody's perfect. Consumers expect to see negative reviews and place greater trust in reviews with good and bad scores. those customers who seek them out convert 67% more. Negative reviews build trust. Engaging with negative reviews should be part of customer retention strategies. And if you're still not convinced, don't worry: 75% of online reviews are positive Take Action! Next time you see a negatíve review, give a timely and exact response. Even if the review seems unfair, don't take it personally If you can, respond and explain how you're going to remedy the issue Remember that every business gets bad reviews - in fact, many shoppers think a business with no negative reviews has faked their results Remember that not everyone is out to get you - despite common perception, reviewers often make positive comments too And finally, bear in mind that of those unhappy customers you respond to, 95% return and 1 in 5 end up becoming a loyal customer. Sources: http://searchengineland.com/2013-study-79-of-consumers-trust-online-reviews-as-much-as-personal-recommendations-164565 http://econsultancy.com/uk/blog/8346-47-of-britons-have-reviewed-a-product-online http://www.reviewtrackers.com/whopping-90-percent-consumers-influenced-online-reviews/ http://www.rightnow.com/files/Retail-Consumer-Report.pdf http://www.peopleclaim.com/Default_AB.aspx#the-review-of-reviews http://econsultancy.com/uk/blog/8638-bad-reviews-improve-conversion-by-67 http://www.peopleclaim.com/Default_AB.aspx#the-review-of-reviews Download the free eGuide now: Handling Onli Today's Soci Handling Online Reviews in Today's Social Landscape Handling Online Reviews in Today's Social Landscape Download Now! business.trustpilot.co.uk