Customer-generated product reviews are a vital component of a successful social commerce program — according to a recent study from Manage Smarter, 74 percent of consumers are impacted by the opinions of others in their decision to buy things online. Many shops, however, remain apprehensive of “negative” evaluations, believing that “negative” feedback on their products and services may hinder sales. Media monitoring services in Sri Lanka can help you with such issues.
Fearing bad feedback, on the other hand, is a mistake. Negative evaluations, at least when blended with favorable ones, are a clear driver of sales, according to numerous case studies. People will be suspicious of your legitimacy if all of your product reviews are favorable. Furthermore, any customer-generated information about a product, whether fully good or slightly unfavorable, aids in sales; even three-star ratings convert better than no evaluations. If your website includes both positive and negative evaluations, it demonstrates two things: first, that you are prepared to offer your consumers the space to express their true feelings, and second, that you respect their input.
Furthermore, buyers are better informed about the qualities of your products or services when there is a mix of positive and negative evaluations – and knowledgeable customers make more purchases. Hiring a good PR agency in Sri Lanka can be a game changer for you in crucial situations.
Accepting negative feedback necessitates the development of a proactive program to listen to and respond to disgruntled clients. Each bad review is an opportunity to make a dissatisfied consumer happy and to figure out why particular products aren’t meeting expectations. Negative reviews have been adopted by retailers including Land of Nod, QVC, Rubbermaid, and Oriental Trading Company as a tool to examine their customers’ actual input in order to enhance customer service, fine-tune merchandising, and even improve product manufacture. These businesses, like many others, recognize that negative customer feedback is just as valuable – if not more so – than good input since it allows them to learn more about their customers.
For example, QVC uses negative evaluations to address customer service and delivery difficulties, frequently by contacting unsatisfied customers directly. When the company recently discovered that a product had quality and delivery concerns, for example, they contacted 900 customers and offered to replace the goods. They also collaborated with the vendor to return the product’s remaining inventory and enhance future editions. QVC executives meet monthly internally to examine all parts of client input in order to determine which areas the company should focus on and improve.
Even if you accept negative reviews on your site (which you should), you must carefully regulate all posts to remove inflammatory or nasty remarks, as well as other evaluations that break moderation rules, such as those that address price, service, or legal issues. It’s still crucial to contact the folks who posted these rejected reviews, because when a consumer uses profanity or goes off on a tangent, they’re angry. You should contact with irate consumers to identify and resolve their legitimate issues so that they are less inclined to vent their rage on blogs, forums, and other areas where you can’t see, control, or respond.
Negative reviews are, as it turns out, a crucial feedback tool. They enable firms to put themselves in the shoes of their customers and experience things from their perspective. More significantly, they enable sites to identify harmful brands or items and take proper action against them. Not to mention that it exposes flaws in their product line.
Negative ratings on sites that exclusively sell single-brand products could signal that it’s time to look for cheaper alternatives.
The majority of people, according to BrightLocal’s study, read approximately ten reviews before making a final purchasing choice. This means that you may counteract any negative feedback by maintaining a consistent stream of positive feedback.
The question now is how to increase the number of good reviews. Make it easier for customers to submit reviews on your product or service pages, for starters. You can utilize review generation tools to encourage more favorable evaluations and, as a result, establish a strong online presence.
Amazon has received consistent great news for nearly three decades as a result of its excellent customer service and industry-altering experience. However, in 2009, an incident rattled the organization’s basic principles: without alerting customers, the corporation removed copies of “1984” and “Animal Farm” from users’ Kindles.
The incident sparked outrage on the internet. When Amazon Press realized their error, they issued a cold, heartless apology. The clients’ hearts were touched by a genuine apology right from the horse’s mouth. Yes, Bezos himself addressed a letter of apology to his dissatisfied consumers.