Whether you're an e-commerce operation or out in the brick-and-mortar world, customer reviews on the web are a fact of life. That's important, because those reviews pack a big punch with consumers, and that wallop is growing stronger.
According to a study from Power Reviews, around 99.9% of consumers say they read reviews when shopping online. And more than half of them say they read those reviews while they're shopping in brick-and-mortar stores. Finally, 98% of consumers think that an online review is an essential resource for making any kind of purchasing decision. That's great when all your reviews are rosy—but what do you do if some of them are negative?
According to another study conducted by Best SEO Companies, most businesses find that responding privately to a negative review is the best way to interact with an irate customer, and 41% use an outsourced reputation manager to handle that outreach. Another 44% said they'd managed to turn a negative review into a positive one, but their methods varied.
Of the survey's 511 respondents, the most popular method was to offer a refund or a credit, with 61% leaning in that direction (respondents could choose more than one method). Another 50% agreed that some kind of incentive was the best tactic, whether a credit, a refund, or something else. But the other 50% said sending a polite counterpoint was their preferred method, and 48% felt that a little apologetic groveling and asking for another chance was most effective....
Read Full Story: https://uk.pcmag.com/business-1/135918/the-best-ways-to-handle-a-negative-review-of-your-business
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