5 steps to manage negative reviews
Posted: Wed Dec 11, 2024 10:22 am
Have you ever read a negative review about a business and wondered what impact it can have on its reputation? This question resonates ever louder in the minds of entrepreneurs and managers who face the daily challenge of managing negative reviews in a hyper-connected world.
Reviews, both positive and negative, are a vital part of the customer list of peru whatsapp phone numbers in the digital age.
What is the impact of a negative review?
The data is overwhelming, negative reviews can significantly affect your business in several ways:
Loss of customer trust: 94 % of consumers have avoided a business because of a bad online review.
SEO Impact: Review signals account for about 15% of Google local rankings , indicating that negative reviews can impact your search engine rankings.
Effect on sales: A one-star increase in a Yelp rating can lead to a 5% to 9% increase in a business's revenue , suggesting that negative reviews may have the opposite effect.
You lose a lot of potential business . One study found that a single negative review can cause a business to lose 30 potential customers, and to make up for the shortfall, 12 new positive reviews are needed. Other research shows that one negative review can cause 86% of consumers to stop buying from a business.
It makes your workplace less attractive. A Glassdoor study found that 86% of job seekers research reviews of an organization and use them as a factor when deciding whether to apply for a job.
You are being compared unfavorably to your competitors. Customers will perceive this in the context of your competitors' offerings, so it's bad news if you receive more negative reviews than others in your market.
It tarnishes your reputation . Negative reviews and experiences are more likely to be shared. The typical unhappy customer tells 9-15 people .
These statistics highlight the importance of properly managing negative reviews to mitigate their impact on your business' reputation and financial performance.
What are the main reasons why customers leave negative reviews?
Managing negative reviews first requires a deep understanding of why customers feel compelled to share their negative experiences. The reality is that behind every negative review is a story, an experience that did not meet the customer’s expectations.
The gap between expectations and reality
The main source of negative reviews arises when there is a discrepancy between what the customer expects and what they actually receive. This gap can manifest itself in multiple ways: a product that does not meet the promised specifications, a service that does not meet the expected standards, or delivery times that extend beyond what was agreed.
A report by the consulting firm LLYC reveals that 78% of consumers have experienced at least one bad experience when purchasing a product or service in the last year. In addition, 94% of these dissatisfied consumers shared their discontent publicly, either with their close circle, through WhatsApp, social media or online reviews.
Discrepancies between what was promised and what was delivered are the number one cause of negative reviews. When customers feel there is a gap between their expectations and reality, their frustration often translates into online reviews. For example:
Products that do not match descriptions
Services that do not meet the promised times
Missing or different features than advertised
The human factor: Beyond the product or service
The human dimension plays a crucial role in generating negative reviews. When a customer feels ignored, belittled or mistreated, the likelihood of them expressing their dissatisfaction publicly increases significantly.
Consumers are more likely to leave negative reviews after a bad customer service experience, especially when they encounter:
Lack of follow-up to their problems
Unempathetic or rude responses
Long waiting times
Poor customer service not only impacts the immediate experience, but can trigger an emotional response that prompts the customer to share their negative experience.
Reviews, both positive and negative, are a vital part of the customer list of peru whatsapp phone numbers in the digital age.
What is the impact of a negative review?
The data is overwhelming, negative reviews can significantly affect your business in several ways:
Loss of customer trust: 94 % of consumers have avoided a business because of a bad online review.
SEO Impact: Review signals account for about 15% of Google local rankings , indicating that negative reviews can impact your search engine rankings.
Effect on sales: A one-star increase in a Yelp rating can lead to a 5% to 9% increase in a business's revenue , suggesting that negative reviews may have the opposite effect.
You lose a lot of potential business . One study found that a single negative review can cause a business to lose 30 potential customers, and to make up for the shortfall, 12 new positive reviews are needed. Other research shows that one negative review can cause 86% of consumers to stop buying from a business.
It makes your workplace less attractive. A Glassdoor study found that 86% of job seekers research reviews of an organization and use them as a factor when deciding whether to apply for a job.
You are being compared unfavorably to your competitors. Customers will perceive this in the context of your competitors' offerings, so it's bad news if you receive more negative reviews than others in your market.
It tarnishes your reputation . Negative reviews and experiences are more likely to be shared. The typical unhappy customer tells 9-15 people .
These statistics highlight the importance of properly managing negative reviews to mitigate their impact on your business' reputation and financial performance.
What are the main reasons why customers leave negative reviews?
Managing negative reviews first requires a deep understanding of why customers feel compelled to share their negative experiences. The reality is that behind every negative review is a story, an experience that did not meet the customer’s expectations.
The gap between expectations and reality
The main source of negative reviews arises when there is a discrepancy between what the customer expects and what they actually receive. This gap can manifest itself in multiple ways: a product that does not meet the promised specifications, a service that does not meet the expected standards, or delivery times that extend beyond what was agreed.
A report by the consulting firm LLYC reveals that 78% of consumers have experienced at least one bad experience when purchasing a product or service in the last year. In addition, 94% of these dissatisfied consumers shared their discontent publicly, either with their close circle, through WhatsApp, social media or online reviews.Discrepancies between what was promised and what was delivered are the number one cause of negative reviews. When customers feel there is a gap between their expectations and reality, their frustration often translates into online reviews. For example:
Products that do not match descriptions
Services that do not meet the promised times
Missing or different features than advertised
The human factor: Beyond the product or service
The human dimension plays a crucial role in generating negative reviews. When a customer feels ignored, belittled or mistreated, the likelihood of them expressing their dissatisfaction publicly increases significantly.
Consumers are more likely to leave negative reviews after a bad customer service experience, especially when they encounter:
Lack of follow-up to their problems
Unempathetic or rude responses
Long waiting times
Poor customer service not only impacts the immediate experience, but can trigger an emotional response that prompts the customer to share their negative experience.