Why it’s important for businesses to work with feedback
Even one negative comment can minimize the carefully created image of the company, and worsen its image in the eyes of customers and partners. To prevent such a situation from triggering the mechanism of business destruction, it will be useful to work with feedback.
According to statistics, people are much more willing to leave negative comments than positive ones. At the same time, negative reviews cause significant damage to a business, especially a new one that cannot yet boast of strong customer trust. It is crucial to conduct a systematic analysis of all comments so that even negative reviews can work for the company. Working with reviews has a number of advantages:
1. It helps to manage the reputation of the business. A company that has negative comments in addition to positive ones is more trustworthy to customers. As opposed to cases where the company has exclusively good reviews. The latter option raises doubts about their credibility. In this case, it is important how the business reacts to the negative, how much it tries to understand the situation, to offer the client a solution to the problem.
2. Reviews as a tool for promotion. Comments on platforms such as Google Maps, for example, are taken into account when compiling the output. They affect the ranking of the establishment and help promote it to a larger audience.
3. Increases customer loyalty. Working with reviews and responding to negative comments gives an opportunity to show the customer focus of the business, and the importance of the audience’s opinion about the product or service. The company’s willingness to apologize for its mistake is a great indicator that it wants to become better for its customers.
4. Employee performance monitoring. Customer reviews provide an opportunity to look at the business from a different perspective, to see the shortcomings of the service and the chain of service itself. Through comments and observations, you can see which area of the company needs to be strengthened and where the qualifications of the staff need to be reviewed. This is extremely useful information for a business that wants to develop and become better.
To get all of these benefits, it is necessary to work systematically with reviews. In this case, you should consider not only the comments on the social networks of the company or on the official website, but also pay attention to the reviews platforms, such as TripAdvisor. Another important point is geo-services, such as Google Maps. They are primarily useful for representatives of the HoReCa sector.
In case the company has recently entered the market, it will be useful to ask customers for feedback. This can be done by motivating customers to leave feedback. A popular option is to give a discount in exchange for leaving a comment.
When dealing with reviews, a quick response is important. The sooner the company comments on the negative feedback, the less damage it will do to its reputation.