Who rates the Louvre 1 star out of 5?
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an international research company managing customer experience. A foundation for your business for an increase in sales
We already touched on the importance of reviews in the last article.
Reviews can help a business thrive and attract more customers, but they can also bury your reputation for a long time. And it's not just about small businesses. Large retailers, petrol stations, bank branches, and insurance companies, anyone with a location on the map in one way or another depends on reviews. After all, service, cleanliness, and staff in each location can be different, and the reputation of an entire brand can rely on the rates of each location.
Why do people leave negative reviews?
Think back to yourself - when was the last time you left a bad review? What was your motivation? A conflict with a waiter and the strong emotions you felt? Disappointment when your expectations were not met?
According to a study, less than 1 in 5 women and 1 in 4 men shared negative feedback to get back at a company for a bad policy or product.
More than half of men and women admitted to leaving negative comments about companies as a warning to internet users.?
The second reason is to help set the right expectations. 54% of women said they do it to help others make better purchasing decisions.?
The third reason is to share their experiences and help companies improve their products and services.
Why do we care so much about negative reviews?
In fact, there are far more positive reviews on the internet than negative ones. And that negates their value.?
Dr. Duncan Simester, a marketing professor at the M.I.T. Sloan School of Management in his study?on customer reviews noted that people may consider negative reviews to be more informative and therefore more valuable than positive ones because they highlight flaws.
Negative feedback makes it clear: is the business making the right decisions? Does it have the right feel for its audience?
Interesting fact: even the most outstanding architectural landmarks have negative reviews.
How to respond to reviews
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Research by Google shows that customers are 1.7x more likely to visit your business if your company responds to negative reviews.
Evaluate the feedback internally. Don't respond emotionally. Don't respond with templates.?A negative response to a negative review will cost your customers.?
Your first impulse is to delete the review or respond to the customer personally. Respond to reviews openly: responding publicly to bad reviews shows your customers and potential customers that you care and are considerate.
A study conducted by Cornell University found that responding to negative hotel reviews "positively affects a consumer's opinion of a hotel, as measured by an increase in TripAdvisor scores.
Your customers may write one word or give insufficient information about their experience. Don't jump to conclusions! Ask questions and ask for details. Your job is to engage in dialogue and turn a dissatisfied customer into the most satisfied one.
What would you like to hear as a response to your feedback? Putting yourself in the customer's shoes is your main task. Assume the best option is to offer a solution and act. Keep the customer informed of the changes.
BrightLocal claims that 20% of those who leave negative feedback expect a response within 24 hours. But what do you do if it's just impossible to keep track of all the feedback?
Especially if you have more than one location and managers have enough work to do.
We have created Voicer, a service that allows you to manage reviews in one place. You can integrate Voicer into your business and track feedback, respond quickly, and assign reviews to those in charge.
But, most importantly! Voicer helps NOT to get negative feedback into your business account on Google Maps or other feedback services.
Why is this important? Negative vibes will piss you off on Google and reduce your reputation.
Stay cool and manage the feedback. This is your most valuable lesson from customers.