It's likely no surprise to hear that online and social media management is no longer optional for a business. Consumers these days regularly turn to social media to get in touch with companies, including leaving reviews about their own experiences. While this is still somewhat new territory, navigating feedback from customers shouldn't be a difficult chore for franchisees. Social media and customer reviews have been viewed as a difficult area for businesses to handle in the past because the online environment is relatively anonymous. However, if you are able to properly manage reviews and social media as a franchisee, it can provide an opportunity for you to engage with consumers in a positive way.
https://www.betheboss.ca/resources/industry-experts/apr-2019/online-feedback/
According to a survey conducted by CPL, 33 percent of companies ignore online reviews. One of the main reasons for this is a debilitating fear of negative feedback. Because of this, they try to remove negative reviews or bury them within their positive reviews.
That’s not exactly a great strategy when you’re looking to grow your business. You need to have both positive and negative reviews.
For starters, reviews prove you’re authentic. I would be skeptical of an organization that had zero negative feedback. We’re all human, and it’s impossible to avoid making the occasional mistake. Customers also use reviews to make purchasing decisions. This is especially useful if they have never heard of you and want to do a little research before deciding to support your business.
But that’s just the tip of the iceberg. Instead of fearing negative feedback, you can also use it to increase your organization’s productivity.
https://www.business2community.com/strategy/dont-fear-negative-feedback-use-it-to-increase-productivity-02113407/
A poor customer rating is easily visible to other Amazon shoppers, and also makes it less likely a merchant will win the coveted Buy Box. Here are some tips on how to respond to negative feedback, and how to avoid it by pleasing Amazon shoppers.
Negative feedback from online shoppers can be devastating. That’s especially true for businesses that sell on Amazon.
https://www.digitalcommerce360.com/2018/08/13/resolving-negative-amazon-feedback-by-ensuring-satisfaction/
Responding to customers who provide negative feedback reassures them that someone is paying attention to their complaints. But there’s an art to responding to customers, as I discovered after staying at three hotels recently, and it applies as well to organizations that deliver software services.
https://www.techwell.com/techwell-insights/2018/08/right-way-respond-customer-feedback/
Real-time feedback tools give you the ability to act on customer concerns while they are still experiencing your service. Such a data source assists in better understanding the active guest journey. It does this by providing insights into whether visitors are enjoying their experience and how it can be improved. Based on the feedback received, appropriate action can be taken to improve the visitor experience. This can be done while the guest is on-site. As a result, it can neutralize any potentially negative feedback before the guest leaves.
Below are three ways real-time feedback tools help drive the guest experience.
https://blooloop.com/real-time-feedback-guest-experience/
So higher star ratings can drive new customers — that seems pretty obvious on the surface. But the impact of feedback on existing customers has been less well understood until now. In a recent study of tens of thousands of individual customer satisfaction ratings captured on our platform following a verified transaction, we found that customers who provide private feedback have a 1.5 times higher lifetime value and that — unsurprisingly — consumers with two consecutive negative experiences reduce their visit frequency by 45 percent.
https://www.foodtruckoperator.com/blogs/how-to-turn-customer-feedback-positive-or-negative-into-more-revenue/
Feedback, as they say, is a gift. Research bears this out, suggesting that it’s a key driver of performance and leadership effectiveness. Negative feedback in particular can be valuable because it allows us to monitor our performance and alerts us to important changes we need to make. And indeed, leaders who ask for critical feedback are seen as more effective by superiors, employees, and peers, while those who seek primarily positive feedback are rated lower in effectiveness.
https://hbr.org/2018/05/the-right-way-to-respond-to-negative-feedback/
Anyone who’s ever manned a support queue knows that one angry customer can ruin your whole day. You’re busy tackling cases when a scathing email suddenly knocks the wind out of you. Even if you’re a seasoned support agent, it’s hard to not take it personally.
Responding to angry customers is one of the hardest parts of the job, but also one of the most important. Unhappy customers tend to be more blunt and open with their feedback, and engaging with them productively can go a long way.
So how do you do it?
https://www.business2community.com/customer-experience/making-best-negative-product-feedback-01967133/
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