“Your most unhappy customers are your greatest source of learning.”
– Bill Gates
Happy customers lauding the products and services of a business are the best source of advertisement. Their testimonies will greatly complement your branding strategies and are likely to be seen as genuine proof that your company is worthy of trust and patronage. Thus, if you happen to have a fully-operational eCommerce website, you would probably want to see it flooded with nothing but positive reviews and flattering comments. However, this is an unlikely wish because aside from the fact that you cannot please everybody, one survey also reveals that people who had a negative experience with a brand are 21% more likely to post a review than those who were satisfied with the service. How then can you efficiently deal with complaints and criticisms? A good answer is by using it as a way to further strengthen your online campaigns and strategies. The following list contains suggestions on how to do that:
Let the bad comments stay.
It may be alarming to see a number of negative reviews in your eCommerce site and your first impulse may be to hide or delete it. This is not a good idea though because keeping the bad comments can bring a number of benefits to your website. For one, a study published in Harvard Business Review shows that the existence of reviews from unhappy clients increases customer trust. On the contrary, people may start to doubt the authenticity of reviews that are all positive. Since negative reviews also increase mentions about your website, they can also make your eCommerce site rank higher in the search engines.
Reach out to unsatisfied clients.
The bad reviews may already be posted but it doesn’t mean you cannot do anything to erase or change it. You can do this by acknowledging the negative comments and reaching out to the irate customers. Aside from issuing an apology, you can also offer suggestions to make it up to your annoyed clients. Your prompt response and friendly way of handling criticisms can appease your annoyed clients and show everyone that you are committed to providing excellent customer service.
Learn and improve.
It is important to take note of all feedback you receive, especially the negative ones because they can be great suggestions you can apply to improve your strategies. As you pay close attention to the negative reviews, you can implement measures to keep past mistakes from happening again. By consistently doing this, you can expect to see more positive reviews and less negative feedback in no time.
Does your start-up business need help in creating a well-thought-out branding strategy for your online campaigns? It is best to work with a digital marketing agency that is all set to exceed the expectations of their clients – the Birch River Design Group. Our team in Scottsdale, Arizona is passionate about helping businesses maximize the benefits of running online campaigns. Allow us to strategize goal-driven digital business solutions for your firm. Reach out to us today!