How to deal with negative feedback

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Working with reviews
Working with reputation always starts with tracking reviews of your company or brand on review sites, social networks and search engines. The main thing is not just to find reviews, but also to respond to negative and positive ones.

The following paid platforms will help you with your search: Medialogy, PressIndex and Brand Analytics.

The key is to monitor feedback so as not to delay responses to customers, to respond promptly to their problems, and to adequately assess both your strengths and weaknesses. This applies not only to the product, but also to the service, including delivery, interaction between sellers and buyers, and other aspects.

How to Work with Positive Feedback
The idea that a positive review does not require attention is a misconception. Neglecting positive comments can give the customer the impression that their opinion does not matter.

It is extremely important to demonstrate to the buyer or client that you value their feedback, are happy to have it, and respect the opinion of everyone who has used your services or products. This approach can significantly strengthen the loyalty of current customers and attract new ones.

A response to a positive review can be constructed using the following algorithm:

Address them by name or nickname and thank them for their feedback.
Highlight the details the customer cambodia email list to show that your response is more than just a formal reply.
Offer something for free and share information about upcoming promotions.
Invite him to visit your store or company again, adding a subtle hint about a new promotion or offer that might interest him.
Don't forget to express your gratitude again: such a closing note will emphasize your appreciation.
Resume
Replies to positive reviews play an important role. They help to strengthen customer loyalty, demonstrate politeness and appreciation on the part of the company, which in turn creates a favorable image in the eyes of buyers.

Don't ignore negative feedback. This can lead to losing customers who will, in turn, share their opinions about your "lack of response" and, in their opinion, poor quality of service or product on other platforms.

Act quickly. The longer it takes you to respond, the harder it will be to fix the situation. Your response may become irrelevant to the dissatisfied customer who initially expected a quick solution to their problem.