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.
The Better Business Bureau (BBB) team explains why resolving these complaints is important for your customers and for your business in a new article here.
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