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.