, an effective way to retain customers, have them recommend your product through word of mouth, avoid churning, and ultimately build brand loyalty.<\/span><\/p>\nApplying a smart VoC solution means taking real-time action and responding to negative reviews.<\/span><\/p>\nShow appreciation and remorse<\/b><\/h2>\n
It may sound strange to thank somebody that has given your product a negative review, but this can be the magic wand. While you may find it difficult to say thank you, your customer will not expect such a polite gesture from you.<\/span><\/p>\nYou should not only stop at appreciation, but you need to properly apologize to the customer. Customers want to know that you care for them and feel more comfortable with you when they realize that you are human enough to own up to your mistakes.\u00a0<\/span><\/p>\nThe problem they encountered may not necessarily be your fault, but that is not what you go about arguing or making excuses for. When you apologize, rather than being weak, you are actually putting yourself in a position of strength and establishing a strong bond with your customer.<\/span><\/p>\nTry to keep whatever you say short and simple.<\/span><\/p>\nYou can use the following templates:<\/span><\/p>\n\u201cIt\u2019s unfortunate that our product didn\u2019t meet your expectations. Please accept our sincere apologies.\u201d<\/span><\/p>\n\u201cWe are so sorry for the poor experience you had with our product or service.\u201d<\/span><\/p>\n\u201cWe pride ourselves on our excellence, unfortunately, we\u2019ve erred this time around and sincerely apologize for your poor experience with our product.\u201d<\/span><\/p>\nTake the conversation to a private place<\/b><\/h2>\n
The Internet has made it possible for everybody to access information online, and that obviously includes negative product reviews. Your best option is to take the problem to a private place such as email or phone. This allows you to treat the issue directly with the particular customer without others contributing. You can enhance this by providing direct contact information for customers in your review response.<\/span><\/p>\nThis is a template you can use:<\/span><\/p>\n\u201cWe appreciate your feedback about our services and would like to promptly resolve the issues you have raised. Kindly reach us as soon as it\u2019s convenient for you at [Email Address] or call our team at [Phone Number].<\/span><\/p>\nResponding to Google reviews<\/b><\/h2>\n
Customers\u2019 reviews on Google usually appear in two places: Google Search and Google Maps.<\/span><\/p>\nBefore you can respond to Google reviews, you need to be logged in to your Google My Business (GMB) account. Click on the Reviews tab from your GMB account.<\/span><\/p>\n<\/p>\n
To come up with a response for any review, you click on the \u201cReply\u201d button below it. The current Google review policy allows you to edit your response when you have made a typographical error or given any inaccurate information, however, you must endeavor to minimize such mistakes.<\/span><\/p>\n<\/p>\n
Google gives notifications to customers via email whenever you respond to their online reviews. While Google publishes your response immediately, the customer will be notified after five minutes; the difference in the time of publication and notification enables you to edit your response if that is necessary.<\/span><\/p>\nYou will be notified of new reviews through your GMB notifications if you don\u2019t operate in more than 100 locations.<\/span><\/p>\nConclusion<\/b><\/h2>\n
Negative reviews may hurt your feelings, but if they are not fake reviews, they give you the opportunity to understand your customers\u2019 pain points and ultimately reposition your business in the global market; knowing how to handle and address negative reviews is a big plus to any brand.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"The marketing landscape has undergone tremendous changes, as now customers have several ways to express their feelings and pain points whenever they have a negative experience<\/p>\n","protected":false},"author":17,"featured_media":11004,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[1],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/posts\/10993"}],"collection":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/comments?post=10993"}],"version-history":[{"count":0,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/posts\/10993\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/media\/11004"}],"wp:attachment":[{"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/media?parent=10993"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/categories?post=10993"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.revuze.it\/blog\/wp-json\/wp\/v2\/tags?post=10993"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}