With so many channels and platforms where difficult customers have the chance to vent their fury, trying to manage all of them can be like trying to juggle with jelly. But with a step-by-step plan in place, handling negative reviews is just a question of deploying the right response, at the right time.
https://www.business2community.com/brandviews/xsellco/how-to-handle-negative-reviews-on-amazon-ebay-google-and-social-media-02244627/
No one likes to hear negative customer feedback, but savvy marketers know that unhappy customers give you powerful insight into what’s working—and what’s not—with your product or service. In this article, SurveyMonkey CMO Leela Srinivasan shares tips for making tough feedback a powerful pillar of your marketing strategy. You’ll learn the importance of getting curious about feedback, how to create appropriate outlets for collecting it, and why it’s vital to get negative feedback in front of your team so you can move beyond measurement to understanding and acting on what you hear.
We live and work in the Feedback Economy. The ubiquity of the web and the rise of social media, coupled with the age-old desire for humans to be heard, means that feedback has suddenly become pervasive, public, and powerful. You can find billions of reviews of products, services, restaurants, travel destinations, company cultures, and CEOs online. Recent SurveyMonkey research found that 85% of people will leave feedback after a good experience, and 81% will leave feedback after a negative experience. That’s a lot of people commenting on how you’re doing.
https://www.martechadvisor.com/articles/customer-experience-2/how-to-put-negative-customer-feedback-to-work-for-you/
According to a study carried out by RTE, over 30% of companies do not monitor what is being said about them online – whether it’s on their website, mobile app or social media profiles. And interestingly enough, much of this hesitancy is attributed to their fear of negative online feedback.
https://mopinion.com/why-businesses-shouldnt-fear-negative-online-feedback/
