The pandemic taught us to see the positive aspect of the negative and rebuilt our belief that there is always a ‘silver lining.’ The pandemic phase made us always look for possibilities, be it professional or personal life. In this competitive world, negative reviews, complaints, and criticism are part of the game for brands. With the increasing social media presence of brands, these negative reviews are unavoidable.
A negative review can ruin your brand reputation, yet it allows you to meet your customer expectations with more clarity. Yes, there is a ‘positive side’ of the ‘negative reviews’; just hone your social listening and customer relationship skills. Let’s take a look at the ways to turn negative reviews into positive ones for your brand.
How are Negative Reviews good for Brands?
Most brands strive for positive reviews and five-star ratings, yet some negative reviews appear in-between. Always positive reviews and five-star ratings about your brands are ‘too good to be true.’ There is no shortage of an alternative for customers due to the fierce battle of brands in the market. Yet, your brands need negative reviews to keep upgrading and stay in business. Customers seek the context and details in a review that aligns with needs to make an informed decision.
Sometimes, there are good chances that even “Good” reviews sound fake, especially when there are no details in them. “Best phone ever” is a positive review yet doesn’t give much details and context. Why is it the best phone ever? Maybe the picture quality is excellent, or the built-in camera? However, the review doesn’t help customers to make a decision.
On the contrary, a detailed negative review can help potential customers. Recent research found that 85% of shoppers seek out negative reviews before buying. Customers give details in a negative review of what they dislike or what is wrong with the product. And, if it is irrelevant or not an essential feature, then potential buyers will get it.
How to Identify Negative Reviews?
Brands can simply identify the negative reviews on the website and other mentions. However, it will remain ‘negative’ till we respond effectively and promptly to turn the sentiment around. Respond to the negative reviewers to find the reason that annoyed them and eventually led them to this experience. This will open up an opportunity to avoid the negative ‘word-of-mouth.’ The Internet is huge to manually keep an eye on each social media platform, forums, and portals.
So, how can brands identify negative reviews?
Well, a robust social media monitoring platform like Locobuzz can be of great help. It enables brands to listen to online conversations and churn sentiment insights that help understand the customer’s stance on the experience, product, or service. . AI-powered Sentiment Analysis tracks each mentions finding the negative, positive, and sarcasm. Brands can automate the entire process of sentiment analysis with the solution.
How to Deal with Negative Reviews?
‘There is no such thing as bad publicity;’ has been proved in a study published in Harvard Business Review. It showed a 45% rise in the sale due to bad reviews. Yes, brands get negative reviews, and you can identify them, but the bottom line is how to deal with negative reviews. The key is not to ignore the negative reviews and timely respond before it takes a serious toll on your brand reputation. Let’s understand the ways to deal with these negative reviews and complaints.
– Find the reason
“Most people do not listen with the intent to understand; they listen with the intent to reply.”
– Stephen R. Covey
The foremost move is to find and understand the reason behind the negative reviews. If it is a negative review, you need to act fast and try to get in touch with the complainer. Yet, make sure to give a humanized touch to your response rather than a generic ‘bot’ response.
– Personalize your response
Personalized response is the key to making a connection with a disappointed customer. The idea is to sign customer support employee’s initials or add their names to all the responses on social media. Customers feel more comfortable being addressed by name and tackled by the means of an authentic conversation
– Show empathy and reply politely
Genuine empathy with customers and polite response make all the difference while dealing with negative reviews. You should show warmth with conviction in your responses to keep the engagement and connections with the customers.
– Take the problem out from the public space
You already know that there is already an irate customer on your profile, and the conversation will escalate a little more, so try to move the conversation to a private space. Ask the complainer to connect in DM or share contact details in DM for a more specific resolution.
Reviews are a two-way street for businesses and brands. A negative review from your customer is an opportunity to make it positive. Amidst the positive reviews and ratings, these negative comments keep a healthy balance to bring loyalty. Do practice timely, appropriate, and polite responses to customers that help brands build a trustworthy image. Use an effective social media management tool and sentiment analysis and strengthen your brand presence.