16 Tips to Handle Negative Customer Reviews Online via @searchmastergen
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16 Tips to Handle Negative Customer Reviews Online
Online reviews matter.
We all know it, whether we understand exactly how and to what extent they matter, at least in terms of organic visibility across search engines.
Google said so itself: positive reviews and customer-business interactions improve organic visibility.
But, more importantly, customer reviews impact real business outcomes and the decisions potential customers make to patronize or not patronize certain outfits.
Just like their influence in the real world (offline), reviews not only give people a better idea of the effectiveness and quality of a specific product, service, or business – they reinforce a better-than-average customer experience, something all consumers seek.
That's why all brands must be accepting and engaging with customer reviews – good or bad, always.
Responding to the positive ones isn't usually all that hard.
It's the negative feedback that is usually the most difficult to handle, and with good reason.
It's hard to take harsh criticism.
It's even harder to deal with an angry customer that can sometimes, in these circumstances, becomes stubborn and overwhelming.
As such, here are the best 16 tips for handling negative reviews that all businesses will undoubtedly receive.
1. Answer Quickly
If someone is upset enough to leave a negative review, they usually do it pretty soon after the negative experience takes place.
And they're going to expect a fairly swift response back.
It's the right thing to do and it also helps limit the damage done.
2. Answer Thoughtfully
On top of being quick on the return, all review responses – especially the negative ones – need to be appreciated for their true value.
All feedback is critical, and even more so when it's negative.
This feedback likely gives your