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Negative Reviews and Brand’s Position Tips

It is not easy to control the information, negative reviews and brand’s reputation on internet. There is some steps which brands can take to manage their position productively.

Firstly, online reviews are available from a variety of sources like Google My Business and Yelp, Facebook and Foursquare. Each provides customers with opinions and reassurance from people just like them.

 

Most of all, latest research proof that 88% of customers had been influenced by an online review when making a purchase.

Negative reviews can concern:

  • Quality of the product or service
  • Brand experience
  • Lack of information

Consequently, how to respond publicly?

  • Acknowledge the problem
  • Apologise
  • Offer to make things right
  • Also, follow public response with a private message. Assure customers that you value them. Offer them goodwill gesture (money back, discount or freebies)
  • Fix the original problem. Turn angry customer to happy one.

If the connection with your customers is one of trust and loyalty, this will allow you to weather bad press much more effectively.

In conclusion, If you need any help with measuring and optimising your performance, or in mobile friendly website design, then please get in contact with us here at Network Intellect.

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