E-book
Responding to reviews is a key way to establish a more personalized connection with customers.
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 reviews that are overwhelmingly positive, the job is not done – you should be engaging with satisfied customers just as often as ones who aren’t. Responding to reviews in a proactive manner allows you to address customer issues as they occur, while also showing potential customers that you actually 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.
E-book
As a brand manager, you’re not only responsible for developing a brand strategy. You’re also managing how that plan is implemented across various communication channels...
Read moreWebinar
Social media can be a source of transactions, but it can do so much more, and it’s often overlooked. Social media sites are full of...
Read moreWebinar
Consumer expectations are always shifting, which is why it’s important to regularly assess the health of your UGC program.
Read more