Respond to negative reviews with valid solutions or some form of compensation

New Ideas in MarketingEssential news for marketers, summarised by YouGov
September 07, 2022, 12:53 PM GMT+0

Use your response to reviews as a chance to show consumers that the brand cares about them.

Responding to negative reviews are opportunities for brands to reflect the changes that have been made. Monitor multiple channels, use online reputation management solutions to stay on top of negative reviews.

Aim to address negative reviews with action. These reviews should also be part of the feedback loop and should contribute to improving products and services. Businesses must set up a review policy and framework within which to operate while responding to reviews.

Further, invite the right customers at the right point in their journey to leave a positive review. Make the process of leaving a review quick and easy. How a company addresses reviews tells customers in the research stage of their journey that, should a problem arise, it will be handled by the brand swiftly and efficiently.

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