Often, we see people dismiss a customer’s bad review as simple hate, but are customers hating or raising valid points?
Today I explore the case of the “hater” customer; read to learn more about:
?The power of reviews and word-of-mouth marketing (WOM)
??What bad reviews may be telling you
?The importance of addressing your haters
?& how to handle bad reviews
What do you think about the case of the “hating” customer? Read on and comment to share your thoughts!
Reviews: The Good, The Bad, The Ugly
How many times have you search “XYZ Company Reviews” in Google? Why did you do this?
In the process of consideration, many people want to gauge their possble experience with a service or product, relying on the feedback of others.
Good reviews tells us how good something is while bad review tells us what could be better, while ugly review make sure we steer clear.
Reviews = WOM (Word of Mouth)
According to SemRush, 90% of people are likely to trusr a recommended brand (even from strangers).
Not many people consider the free marketing efforts of reviews. However, these days people’s opinions are everywhere, from a quick search to the comment section of social media. As a result, their opinions are directly put out to their network and friend group, resulting in free promotions at a low or no cost to you.
Reviews = cost-effective marketing
You should value the time, money, and needs of your customers. What’s reflected in a bad review isn’t always a customer simply being a hater; it’s a reflection of how that customer’s needs were met, comfort level, and satisfaction.
I have a bad review, now what?
Utilize the feedback to address internal challenges mentioned in the review, respond to customers to engage in conversation, and build trust to encourage them that you’re there to meet their needs and concerns. Look at reviews this way:
Good reviews = how things are going
Bad Reviews = What could be better
Key Takeaways
Reviews = cost-effective marketing to build brand awareness and trust.
Not all is bad – take bad review and turn them into positives for your business. The customer may not always be right, but they may raise valid points.
You can’t control waht they say – but you can chose how to respond. So take resposiblity, be there for your customers and don’t assume all feedback is bad.