Getting A Customer To Change A Negative Review
Published by : Vicinus
Date : January 28, 2021
One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. (Source: Location3)However, the statistic below shows that not all negative reviews have a negative outcome with:
73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. (Source: GatherUp)This means that changing a negative review is necessary, however, resolving them could also be an option.
‘Again, negative reviews don’t have to damage your business reputation. You can actually use them to your advantage. By this we mean, don’t just respond to your positive reviews, also respond to those low-star reviews. This is because 45% of consumers are more likely to visit a business if it responds to negative reviews. Replying to low-star reviews proves to customers that your business is attentive and cares about the customer experience. If a customer has had a bad experience with your business, the best thing you can do is to apologise and try to rectify the situation as soon as possible. Negative reviews give you the perfect chance to highlight your brilliant customer service. So don’t miss out! Embrace those negative reviews.’This means that resolving customer reviews is a great way to keep previous customers and show potential customers that your business prides itself on exceptional customer service.
