Harris Interactive research indicates about a third of customers who receive a response to a negative review will turn around and posted a positive review.
So why are you ignoring negative reviews?
Implement an Online Reputation Management platform that will alert you when a bad review comes in so you can take immediate action:
Acknowledge the complaint
Reassure the reviewer you’re doing what you can to resolve the issue
Invite them to contact you directly to discuss their concerns in detail
And don’t get defensive! A professional, straightforward approach with an emphasis on customer commitment and experience is much more effective in changing customer sentiment.