According to the latest figures in Nielsen’s Global Trust in Advertising survey, 70% of consumers trust online reviews completely or somewhat. That is a significant statistic and one that should not be taken lightly. Consumers now have access to an abundance of knowledge and resources about products or services and use this information to make a purchase decision. Customer reviews play a large part in educating potential customers on exactly what they will be getting. So, what are some things you can do when faced with a negative online review?
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Respond in a prompt, positive and personal manner.
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Make the customer feel understood, empathize with them.
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Provide some form of compensation (large or small).
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Explain the steps you will take to ensure this issue will never happen again.
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If things get too hot, move the issue offline.
For online marketing, SEO and all other full-service integrated marketing, please contact Sagefrog Marketing Group at 215-230-9024 or visit sagefrog.com.
