Why You Shouldn’t Fear Negative Reviews Online

Posted by smpayton under Online Marketing
From http://www.corpnet.com 151 days ago
Made Hot by: MarketWiz on December 21, 2012 3:26 pm

Getting negative feedback on review sites doesn't have to mean bad news for your small business. Anita Campbell explains why negative reviews can help you grow.

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Comments

Written by lyceum
148 days ago

Anita: I recently met representatives of the new United (United Airlines + Continental) at a supply chain management event and asked them what they have learned from the history. Have you heard that Dave Carroll (of United Breaks Guitars video) created a customer service site called Gripevine?

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Written by brianmax
148 days ago

Yours truly.

A negative review means checking out what must have dis-satisfied the customer and fix it up. Though some are just based on bias motives, most of the times it is a wake up call to make things better for your customers and prospects.

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Written by smallbiztrends
148 days ago

Yes, if you view a negative review as a wake-up call you'll learn something. Instead of being resistant or defensive, in which case you will learn absolutely zero!

- Anita

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Written by lyceum
151 days ago

The best thing you could do is to take a negative review or constructive feedback from a customer and turn it around and make the dissatisfied customer into an ambassador of your company.

As an example, I wonder if a company like the new United (United Airlines + Continental) has learned from the "United Breaks Guitar"?

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Written by ShawnHessinger
148 days ago

Anita,

Couldn't agree with you more about air travel. And commuter flights, generally necessary for those of us who live in smaller cities, are the worst. :( However, on the subject of negative reviews and complaints made publicly via social media and elsewhere, I think these things can often turn out to be quite positive as a branding exercise. They can allow your company the opportunity to show real customer service by reaching out and trying to make things right.

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Written by smallbiztrends
148 days ago

Hi Martin, I think United did learn something. Of course, air travel is still miserable and consumers have little choice. It would take more than a viral video to fix the enitre airline industry. LOL

- Anita

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