Tip of the Week: Negative Review? Turn That Frown Upside-Down

August 15, 2017

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.

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