Did you know that according to a 2012 Nielsen survey, the second most trusted recommendation source is online reviews? Yet we know that something like 70% of companies ignore customer complaints in places like Twitter. [Convince & Convert] Even further, one study found that 83% of those who complained online ‘liked or loved’ when the company under fire took the time to respond to the complaint. But does a good or bad review impact your bottom line? Researchers at Wharton believe so. “Under the right circumstances, a company that showcases reviews from a consumer’s social groups that may include dissimilar product preferences will actually yield the highest profitability.”
Here’s the thing: people can say whatever they want about your business, anywhere, at any time. And unless you’ve got sophisticated listening software, you’ll probably never know about it. Wouldn’t you like to have the chance to participate in the conversation? Before we jump into whether you should be deleting reviews or not (and if that’s all you’re here for scroll to the bottom) we’ll discuss the following:
Why are reviews important?
Embracing reviews allows us to hear what people really think about us and gives us the opportunity to make positive changes to our products and services. We get it. Reviews are scary; they put us in a vulnerable position. They give customers & clients a platform to tell the world whether we’re good or bad at our chosen service (and/or product.) But you’ve got the choice to acknowledge and embrace feedback from customers in order to have a chance at keeping them customers. (Typically people will look at the best/worst reviews and make a decision. But imagine the impression they would have if they see that you personally respond to each & every review?!)
How to handle good, bad and fake reviews
Where to start
Bottom line: if we’re offering something that isn’t ‘up-to-snuff’ and/or what we promised and we get negative reviews, deleting them is a complete disservice. Deleting reviews won’t change the fact that the service is disappointing.[ninja_form id=15]
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