In this digital era, online reviews can either propel or sabotage your business. The internet has provided multiple platforms for consumers to provide reviews and of course to read reviews concerning your products and services before buying. It’s because of this reason, many business owners operate in fear of negative feedback, thinking it might ruin their reputation and reduce sales. In truth, this is just a stereotype and bad customer complaints aren’t always bad for business. In this article, we’ll enlighten you on some of the stereotypes that have come about over the years that aren’t always correct. Grab a seat and keep reading to uncover some of the cliches about negative feedback that aren’t always true.
Negative Feedback is Bad for Business
As a business owner, be willing to let your consumers leave feedback on your business website or social media. Negative feedback is inevitable; therefore, there’s no point in deleting negative reviews thinking it’s bad for business. Instead, be open to the idea that negative reviews are beneficial for your business in the long run. Reason being, you’ll use the criticism to upgrade your brand.
Customers are Always Right
Many successful businesses use the phrase “customers are always right” to set the standard of providing top-notch customer support. This phrase can be used also as a training slogan for employees to decide what would satisfy consumers in hopes of creating a loyal and trustworthy bond. However, this ideology in everyday business practices is close to impossible because you can’t please everybody. Even the biggest and most successful businesses know that people have different tastes in everything from fashion, to cars, to home design, and trying to please every consumer’s needs is impossible. Instead, focus on your target customers or niche and craft your products and services to fit them.
Negative Feedback Reduces Customer Engagement
I know you might think negative online reviews on the business website or social media platforms will reduce consumer engagement. Well, studies have proven otherwise that negative reviews are one of the most favored aspects on a website. Many customers actively check for negative reviews on a website as a way of researching your brand to verify that they’ve made the right decision.
Regarding the above, consumers who check for bad reviews stay longer on your website than regular visitors and survey almost 5 times as many pages. When they encounter a negatively reviewed product, customers just go on to another product on the same website. The majority of customers rarely leave a site after seeing one negatively reviewed product. And the longer these customers are checking products on your site, the greater the chance to have them convert.
Negative Customer Feedback Demonstrates Bad Business
Usually, negative reviews come because of unsatisfied customers. This might create a picture to a new consumer that either your products or services are poor. This ideology isn’t entirely true because how you respond as a business owner will either build or sabotage your customer’s loyalty. If you ignore a negative review, it will show that you don’t care about your consumer’s satisfaction. However, if you respond publicly and quickly, the negative feedback does not only boost your brand sales, but it also illustrates to all your browsers who are looking to purchase the products that you care about your consumers. This, in turn, helps you win dissatisfied customers and attract new ones.
Negative Reviews Ruins Brand Insight
It’s always difficult to listen to negative criticism without letting it derail you from your business goal. However, negative feedback can be astonishingly valuable since it can be used as an early warning system from your consumers concerning your brand. If your products or services get negative reviews, pay close attention, and quickly respond. Adjusting the aspects of your brand to suit your consumer’s satisfaction will allow you to demonstrate how responsive you are to your consumers. Bad reviews, in the long run, boost your business insight and allow you to upgrade your products and services.
Bad reviews have many clichés’ surrounding them, most of which aren’t true. Negative reviews are not all bad for they can be used as a powerful tool to improve both your consumer engagement and brand. With that, we hope you’re enlightened with some of the common untrue stereotypes concerning negative reviews.
Lastly, are you familiar with ways to increase consumer engagement? Kindly leave your comments below.
Christine James believes that every customer has a voice. She is the Community Manager at HissingKitty.com (a customer complaints website) and loves talking to customers on social media about their challenges with Fortune 500 companies. Her work has been published on Huffington Post, Inc., SocialMediaToday, and Thought Catalog. Follow her on Twitter @hissingkittycom.