Negative Reviews Can Actually be Beneficial for your Brand

These Reviews Build Credibility and Trust

When a brand only has positive reviews, it can come across as too good to be true. Potential customers may be skeptical. A few negative reviews show that your brand is authentic and human, which can actually build trust with your audience. It signals that you're not hiding flaws and that you're open to feedback.  A well-balanced review section is typically perceived as more honest.

Also, studies have shown that customers tend not to post “neutral” reviews but rather highly positive or highly negative reviews.  Perhaps you’ve done the same with reviews you’ve given to others.  With this in mind, 1-star reviews are more common than one might expect.   With online platforms, emotions often run at a higher level but this can be an opportunity to still turn things around.

 Opportunity for Improvement

It’s important to understand why consumers write negative reviews in the first place.  These key points could be the reason:

1.      They simply might want to see improvements in you customer experience by calling your attention to how this can be improved.  Often these reviews can help a business better understand where the company is falling short in the opinion of those that matter most --- the customer.

2.      They’re trying to get help and/or resolve a specific issue they’ve experienced….a call for help.   If things are ultimately resolved these same customers will often edit their original review after your team gets in contact.

3.      Some customers are just plain impossible to please no matter what has been done for them.  There isn’t much you can do for that customer but posting a response will show other customers that you’re willing to go above and beyond to provide great service to anyone.

Negative reviews often reveal hidden pain points or unmet needs that you product/services can address.  They can help highlight areas where you can improve and fine-tune your product or service by addressing complaints and making improvements. You can enhance the overall customer experience by listening to customers and then adapting accordingly to ensure you’re delivering what customers truly want.  By doing so you are more likely to win long-term loyalty.

 Engagement and Customer Service:

How quickly you respond to negative reviews can demonstrate your commitment to customer service and change the perception of prospective customers and the reviewer.   A thoughtful and prompt response can turn a dissatisfied customer into a loyal one.   One recent study shows that 7 out of 10 customers changed their opinion about a business after the business owner quickly responded to their negative reviews.

In short, it’s important that you prove your commitment to customer service.

Increased Visibility

Reviews, both positive and negative, contribute to your brand's online visibility. People are more likely to leave feedback if they feel their voice matters, and a mix of reviews can make your brand stand out. Plus, many consumers use reviews as part of their decision-making process, so having a variety of opinions can be an advantage.

Build a strong bond with your customers.  Once you respond to a negative review, you can start a conversation with the customer. This could build a stronger relationship and turn the reviewer into a loyal customer. Keep the communication going until their issue is addressed and show that you appreciate them bringing the concern to your notice.

Boosts Conversion

You can be absolutely certain that potential customers are looking at your business’s review page. 92% of customers check online ratings and reviews before making a purchase. 40% of them form an impression of your business’ reputation based on those reviews.

It’s crucial that these potential customers walk away with the impression you want them to have. Customer perception is shaped by how well your business responds to negative reviews and the way you handle the complaints shows the quality of your service.

Summary

Quite simply negative reviews are going to happen in today’s world.  It’s how you respond, and how fast, that will make the difference. If you’re like the other small business owners we work with, there simply aren’t enough hours in the day to manually keep an eye on every review being written.  We can help.  Our systems will automatically scan every single review on major platforms across the web and respond with pre-written responses.   A solution for negative reviews is ready to go when you are.