It is every business owner’s worst fear ….
A customer who has a less than ideal experience and tells ten friends and posts the story on multiple online reviews sites, giving you a bad reputation and scaring off potential customers for months to come.
Recently a study by the Temkin Group and shared on Marketing Charts shows that consumers are more likely to share bad experiences, but there is definite hope for companies can recover and even turn a negative experience into a positive one.
So what can you do in terms of your online review management reputation? First let’s explore the consumer review study’s findings.
1. A bad experience is more likely to get feedback.
32% of consumers give feedback directly to companies following a very bad experience, compared to 23% who do so following a very good experience.
2. Word-of-mouth is still the most popular way to share a bad experience.
60% of 25-34 year olds tell a friend directly following a bad experience, while 31% share it on Facebook and 20% write a review. The good news is the stats are very similar when they have a good experience!
3. A poor response to a bad experience will cause customers to spend less.
62% of consumers who rated companies’ response to their bad experience as “very poor” decreased their spending with the companies.
4. A bad experience followed by a good response can save you … and make you money.
Only 21% of consumers who had a bad experience followed by a “very good” response from the company decreased their spending, 29% increased their spending!
Key Online Review Management Takeaways
The key takeaways from these statistics in terms of online review management services and strategies:
- Be prepared for bad feedback from customers. It’s inevitable that you can’t please everyone 100% of the time.
- Customers will share their feedback in many ways. Be prepared to respond to feedback that comes directly to you as well as online reviews that get posted on Facebook or online review websites.
- Have a clear policy for responding to feedback. You may not always be the employee hearing about a bad experience; make sure that your entire workforce knows how to turn a bad experience into a positive thing.
- Use a bad experience a chance to increase your sales. Nearly 1/3 customers who had a very good response to their negative feedback ended up spending more money with the company! Negative feedback is your chance to prove yourself and turn the customer into a super shopper.
If you are considering implementing an online review management reputation system at your business ask us about our new Online Review Management services which help you monitor online reviews, respond to reviews so you can actually make money from bad reviews and so that you can constantly be growing your positive reviews to help outweigh the inevitable few bad reviews you get.
Call us at 888-262-6687 or visit our Online Reviews Infographic to learn more.