How thoroughly does your company track comments left by clients? Knowing what to do when a negative review or complaint appears online about your company is important since it may significantly impact 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 over half of customers expect businesses to respond to negative reviews within a week.
But over 75 percent of businesses don’t respond to reviews. Regaining a customer’s loyalty might be as simple as responding to these clients promptly to resolve the issue.