Did you know that 60% of consumers lose interest in a brand when they hear a negative review about it 1 ? In addition, 97% of consumers read online reviews when searching for businesses nearby 2 . It is therefore very important to monitor and manage your reviews in order to maintain a good brand image. Indeed, reviews from dissatisfied customers have a negative impact on your e-reputation .
We know that receiving reviews from dissatisfied customers can be unpleasant and it remains quite difficult to respond to them, unfortunately, it is necessary to do so. If you are not equipped with a customer review management platform like Digitaleo, which offers automatic response to customer reviews and you respond manually to each of your bulk sms services in ghana reviews, this article is for you! We show you how to easily respond to your dissatisfied customers.
why how to respond to dissatisfied customer reviews
1. Why and how to respond to a dissatisfied customer? Why respond to dissatisfied customers?
Responding to dissatisfied customers is part of your customer review management and online reputation . You should respond to all your reviews and comments, whether they are good or bad, justified or not. In fact, you have an even better interest in responding to your dissatisfied customers , who will tell 9 people , unlike a satisfied customer who will only tell 3 people.
As we briefly mentioned earlier, negative comments about your brand have a significant impact on your e-reputation . But by responding to them, you show your good faith and improve your brand image : in fact, 30% of consumers have a positive opinion of a company that publicly responds to online reviews 4 . Prospects who see your response will have access to both sides of the story and will be able to form their own opinion .
In addition, responding to customer reviews allows you to be highlighted by the Google algorithm, which takes into account the content of these reviews to reference you locally or not .
