How thoroughly does your company track comments left by clients? It’s important to know what to do when a negative review or complaint appears online about your company, since it may have a significant impact on your business’s reputation.
Consider the situation from the customer’s point of view: how frequently have you had a negative interaction with a company, and you feel your voice was not heard? How did you feel when you received a personalized response from the business? Studies show that 7 in 10 respondents indicated that seeing a brand’s response to a complaint, not even their own, showed that the company cares about its customers. Regaining a customer’s loyalty might be as simple as responding to these clients promptly to resolve the issue.