Updated: Aug 30, 2018
Through testimonials and comments at the bottom of several websites these days, an online business regardless of its offerings holds a precarious stance.
There is a possibility to make or tarnish a brand reputation through feedback on social media or other platforms where the brand is advertised.
There are few customer review software through which you can get notifications of customer feedback and reviews instantly on a single dashboard. This helps you in your brand’s reputation management by responding quickly to your customers.
Negative feedback may cause nine out of ten customers to converse their buying decision. #Facebook, #Google, #Zomato, #Yelp and #TripAdvisor play a significant role in the way customers behave. The recent study claims that around 80% of customers observe reviews online prior buying a product or service. They wish to understand what other consumers feel about the service or product. these consumers will even be paying extra amount for the product after reviewing a positive comment about it. good feedback impact trust in a company as compared to general likes. Good feedback will generate high ranking online business.
When your business get a profile on the websites mentioned above, you get a better probability of controlling the feedback about your brand. This is very critical in the reputation management process.
Whereas it may not be practical to censor or delete any review, you will still be able to observe what consumers are talking about your product or service. You will get an alert when new feedbacks are posted so that you can reply to any negative comment and protect your brand reputation.
It is also critical to reply to feedback by thanking the person for his/her review and offering service to enhance their experience. Nearly 80 percent of people are more interested to involve with a company that they feel caring enough to reply negative comments or reviews. This means that #customer satisfaction is vital to the business.
Honesty pays back. Customers are sharp enough to understand when a company use manipulation in their reviews. A business owner may look for buying positive reviews but if the service is not good, it will be known online and can cause a devastating impact on the company’s image. so, avoid using this practice as it will not be going to give you long-term results.
Negative reviews may cause anger and in reaction you can write an aggressive reply too. This will not do any good and may cause your customers to drive away rapidly since it will become apparent that you are not willing to improve your business or value negative comments.
Hope that rang some bells.
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