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Reasons to avoid ignoring negative customer reviews
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[QUOTE="Phantasm, post: 332797, member: 94599"] Businesses can be affected greatly by negative customer reviews, which might affect their customer retention, reputation management, customer trust, business credibility, customers’ perception of the company in question, operational improvement, accountability for poor performance or services provided, learning experiences and opportunities for innovation, sense of belonging to a community and competitive edge. Answering negative reviews means that businesses address directly the concerns of their clients. By doing so they also enhance their standing with regards to trustworthiness and credibility as this shows that they are open to change. Negative reviews can also reveal areas for improvement thus helping businesses make positive changes to improve the consumer’s experience. Taking due responsibility for mistakes made or shortcomings will help build trust. Responding to negative reviews with accountability shows accountability. They can also highlight underlying issues and streamline products or services. If not handled properly therefore, negative reviews can severely damage a company’s reputation and relationships with its customers in the long run. [/QUOTE]
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