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It is difficult nowadays to find a person who does not check Google reviews before using a company's offer. On the one hand, it is an opportunity to effectively promote your business. On the other hand, it is hard not to see this situation as a threat. Even if you have made every effort in your company to anticipate and satisfy all customer needs, you will eventually come across someone you cannot please. And from there, it is a straight path to a negative comment.
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Is the appearance of negative customer reviews the beginning of the end for your brand? Of course not! Should we pay attention to them? Definitely yes. Brand transparency is extremely important for today's consumer.
Is the appearance of negative customer reviews the beginning of the end for your brand? Of course not! But should we pay attention to them? Definitely yes. Brand transparency is extremely important for today's consumer. Social media and Google Maps listings are definitely a "must-have" for every company nowadays. This is where we show our potential customers what stands behind our brand and build its image. Social media also provide a platform for companies to engage in dialogue with their users. Unfortunately, these conversations can sometimes be difficult. Consumers are not always satisfied with our services and share negative opinions and critical comments. What should we do then?
Over 97% of consumers regularly check reviews online. When they want to buy a specific product, they first make a choice based on the information found on the internet. Then they look for the best seller, using predictable criteria. Attractive price is just one of them. The second criterion concerns safety.
The opinions of your customers are a very important element in building trust in your company. It is thanks to them that a person interested in your offer can decide to make a purchase or use your service. Customers also check social media for information about the company. Therefore, it is worth taking care of a large number of recommendations.
Entrepreneurs operating in the trade industry are doing relatively well in 2020. Even if they have only been selling in physical stores so far, they quickly realized what needs to be done to maintain their income at a similar level. Moving their business online turned out to be a marketing opportunity for many of them. In many cases, the pandemic only accelerated the decision to expand their business.
Lost in the jungle of marketing messages, we all seek customer recommendations before making a purchasing decision. It is on the Internet that we look for social proof, or confirmation of the validity of our choices. We are more inclined to rely on recommendations from people who are similar to us than on characters created for advertising purposes. Therefore, it is no longer enough to just look at opinions published online, but it is also necessary to respond to them appropriately.
94% of consumers say that a bad review convinced them to give up on a company's services or products
Negative opinions, comments, or reviews happen to every brand, especially when it is already recognizable in the market and many customers use its products or services. What's more, consumers themselves actively seek unfavorable opinions about a particular company to see how much risk they are taking. Find out how to attract new customers even if you don't have a crystal-clear rating.
Social media (as the name suggests) are focused on building a community, not just informing about the company's offer. Fortunately, more and more brands understand this and try to engage in dialogue with their followers. Of course, a brand's presence on social media exposes it to criticism, which happens to every company. However, it is important to know how to react in such situations and present oneself as a professional and customer-oriented company.
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