Online review sites serve a valuable purpose because they give consumers the opportunity to share their experiences. Consumer advocate sites are also useful because many shoppers are looking for honest opinions about products and services. Good reviews are nice, but the negative ones often prove to be more valuable to prospective buyers because they highlight problems others have faced.
Popular sites such as TripAdvisor, BBB, and PissedConsumer.com help consumers lodge complaints and seek a satisfactory solution. These reviews are important to your business because data suggests that negative reviews play an important role when shoppers are looking to buy.
In fact, a study conducted by Spiegel Research Center found that 82% of shoppers look for negative online reviews before making a purchase. Primarily because too many positive reviews seem suspicious while negative ones appear to be more credible. Data also showed that shoppers spend more time reading negative reviews, resulting in a 67% jump in conversion rate.
Armed with this knowledge, it makes sense to deal with negative reviews rather than to ignore them. Each complaint you handle gives you an opportunity to improve customer satisfaction and loyalty as well as increase sales. Sites like PissedConsumer make it easy to deal with unhappy shoppers directly. When you engage with them, you have the opportunity to improve customer satisfaction and loyalty as well as increase sales.
Improve Customer Satisfaction
Negative online reviews give you the chance to improve customer satisfaction. While you might not be able to solve all problems, you can make an effort to show the customer that you regret their negative experience. Coupons, gift cards, and discounts are just a few examples of how you can convey to shoppers that you regret their situation. This gesture goes a long way in improving customer satisfaction.
In addition, negative reviews shed light on areas where your business might need improvement. The more you improve these areas, the less likely you are to see similar complaints in the future.
Increase Customer Loyalty
Along with increased sales, negative reviews (and how you deal with them) can lead to increased customer loyalty because with each interaction, you are bringing authenticity to the table. An honest response to each complaint helps build your credibility. Impressing an unhappy shopper is a win, and your efforts to improve their experience shows you care. In fact, if you can turn a bad situation into a good one, you might just win a customer for life.
This might sound counterintuitive, but negative reviews provide you with an opportunity to increase sales depending on how you respond to them. If you show a genuine concern toward reaching a solution, you are making an impression — with both the original poster and other shoppers who might remember how you went above and beyond when you did not have to.
Things can and will go wrong, and customers will complain. PissedConsumer.com is there to give you the chance to come to an amicable solution. Taking advantage of that opportunity might be what sets you apart from competitors.