Negative comments and customer reviews: 7 tips on how to benefit!


Work well, plant 500 trees! We make the Working World more Human and Ecological, so we donate Revenue for Certified Afforestation. As Publisher Best of HR - Berufebilder .de® with an unique Book Concept, on Demand eCourses and News Service we share 15 years of Experience with our Customers (Samsung, Otto, State Institutions). By the Top 20-Blogger Simone Janson, referenced in ARD, ZEIT, WELT, Wikipedia .
Copyright: Artwork created as part of a free collaboration with Shutterstock. ,

Online reviews are free company advice. Either there is a confirmation to be on the right path or a valuable learning gain. Because what annoys a customer, which perhaps disturbs others also. For this reason, professionals consider critical information on the web as a valuable opportunity to improve. 7 tips, as well as you benefit from it.Negative comments and customer reviews: 7 tips on how to benefit! Negative comments and customer reviews: 7 tips on how to benefit!


More knowledge - PDF download, eCourses or personal advice

Here writes for you:

Anne M. Schüller's Profile anne-m-schueller_portrait-mit-hutAnne M. Schüller is a management thinker, keynote speaker, business coach and multiple award-winning bestselling author. She has repeatedly been named Top Voice by Business Network LinkedIn.

Profile

7 Tips: How To Benefit From Negative Comments

When dealing with negative comments and online assessments, one's own attitude is crucial. Because every negative commentary provides a good opportunity to learn from it, by doing so

  • Identify weaknesses,
  • Make mistakes,
  • Improve processes,
  • Innovation,
  • return a hesitant customer,
  • negative mouth propaganda,
  • Prevent customer losses
  • and so finally save your good reputation

Thus negative evaluations have their good. And to help you, I've written these 7 steps for you.

1. Chat in the Cyberspace

Listen first, then talk! This rule applies especially in the social web. This means first of all to listen intensively to the conversations in the Cyberspace and to catch their mood as quickly as possible. Alerts, social media monitoring tools and professional software programs are used to play online mentions, which are related to the chosen search terms.

Tip: Text as PDF (please read the instructions!) or to this text complete eCourse Download. Actions or news via Newsletter!

Everything positive should be encouraged and supported. Any questions from users and especially problematic content must be dealt with quickly and individually. Here, a reaction is expected within one to two hours. And with what you say, you should really go to great lengths, because all conversations are publicly visible on the web.

2. User feedback: Learning in real-time

Analyze all found content exactly. Think about what you can learn from it, and how you can pass it on to the individual touchpoints. Ask yourself:

  • What do users say about ours? Company, our products, services and brands exactly?
  • How do these statements change over time?
  • Are there any gender-specific, age-related, seasonal, regional or national differences?
  • What events produce what reactions? And what is the biggest attraction?
  • Where is the need for optimization? And how can the clues from the web help us?
  • Are there any concrete improvement ideas? And how can they be implemented?
  • What can we learn from the way people evaluate our competitors for ourselves?

On this basis, you will be able to provide a clear overview of the most important results. Thank those who praise you. Above all: register with those who had complaints - and get rid of their anger as quickly as possible! Be as individual as possible. Text blocks and 08 / 15 responses are instantly identified as such.

3. Learning by example: Castorama, Darbo and Ulla Popken

If you want to improve something, you should look how others did. 3 examples:

  1. When Castinama, a French DIY chain, the Duschset Equinox was criticized by many customers, the responsible manager worked with the manufacturer on a new version of the product. This was then sent free of charge to customers, who complained. Most of them responded to this service with a positive assessment of the new product - which in turn had a significant impact on the sales figures.
  2. The fashion company Ulla Popken found on the web hints about problems with a button on a certain pants model. After a new button was sewn, there were only positive comments.
  3. When a product by the jam manufacturer Darbo was rated negatively on the web, Darbo adapted it according to the suggestions of the users and was then successful: The product improved by consumers received the "Best Product of the Year" award from cash.at.

4. Install a rating system on your own website

For operators of onlineshops: Install a rating system. Thus, on the website of the computer supplier Dell can evaluate the offered electronics products with stars. Offers that have received only two out of five possible stars fly out of the assortment.

Tip: Text as PDF (please read the instructions!) or to this text complete eCourse Download. Actions or news via Newsletter!

Apart from the learning gain for negative and the increase in sales with positive votes, one still does what for his search engine ranking. Search engines reward precisely what User Generated Content (UGC) offers: up-to-date and uniqueness. Each new experience report ensures that your page is updated in its index.

5. Ask for more!

But Dell did not dismiss the pure rating system: In the beginning, the developers were appalled: â € œWhen the customer rates us badly? Â € â € œIâ € ™ m happy you learn something, â € was the answer. Today, the evaluators are asked directly by the developers: â € œYou only give the product two stars. Please explain why.â € This way the feedback goes directly to the place that concerns it.

In order to be sure, when expressing criticism, that others see it the same way, Dell asks the community: â € œSomeone says that the USB slot on Computer XX is too close to the connector hole? Is that so important to you? Â € The answers are plentiful, and they help save a lot of development costs.

6. Make reviews as easy as possible - for more positive opinions

Make it as easy as possible to evaluate each product and service. Place a star system and the link to a text field directly at the product. Give the customer tips for writing a qualified rating. And remind him to give a rating.

This is best done automatically after about two weeks, because then the customer has first experience with the thing ordered. A little tip: If you invite your users to submit their opinion, then write on the corresponding button "Make a recommendation now" instead of "Write a rating now".

Tip: Text as PDF (please read the instructions!) or to this text complete eCourse Download. Actions or news via Newsletter!

The former sounds more positive and should also produce more positive results. In addition, it is advisable to call a hotline to help frustrated customers get rid of their anger, instead of making it public in the course of a review.

7. Preventing negative experiences

Another tip: Negative experience reports can be prevented and positive win by placing the following note:

â € œDear customer, we want you to be happy. So if we disappointed you in any way, please tell us right away. We take care of it. And if you were thrilled, please tell the review portals


More knowledge - PDF download, eCourses or personal advice


Offline download: Download this text as PDF - Read usage rights, Because we do not automatically submit the title of this text for privacy reasons: When buying in "interests" the title register if support is needed. After buying text exclusively Download at this URL (please save).

3,99 Book now


Your eCourse on Demand: Choose your personal eCourse on this or another desired topic, As a PDF download. Up to 30 lessons with each 4 learning task + final lesson. Please enter the title under "interests". Alternatively, we are happy to put together your course for you or offer you a personal regular eMailCourse including supervision and certificate - all further information!

19,99 Book now


Consultant packages: You want to increase your reach or address applicants as an employer? For these and other topics we offer special Consultant packages (overview) - For example, a personal phone call (price is per hour).

179,99 Book now


occupations pictures

You want to comment here? Please the Debate Rules comply, contributions must be unlocked. Your eMailAddress remains secret. More information on the use of your data and how you can counter this can be found in our Privacy Policy.

  1. To follow debate on this post
  2. All debates follow
  1. Ursula Rosengart

    Negative comments and online customer evaluations: 7 tips on how you can benefit from this - Highly recommended rMnobuO5c0

  2. Arno Fischbacher

    RT @gabalbuecher: Negative comments and online customer reviews - Highly recommended rMnobuwuks

  3. Ursula Rosengart

    Negative comments and online reviews from customers - Highly recommended rMnobuwuks

  4. Anne M. Schüller

    #Negative comments & #Online reviews: 7 tips on how you will benefit! - Highly recommended WIzuaQADvM via @berufebilder

  5. NEW SEARCH

    RT @teggert: Negative comments & online reviews from customers: 7 Tips on how you can benefit from this! ... via BERUFEBILDER https: // tc ...

  6. REGIS GMBH

    Negative comments & online reviews from customers: 7 tips on how you can benefit! ... via BERUFEBILDER - Highly recommended QaDcv1EDf1

  7. Thomas Eggert

    Negative comments & online reviews from customers: 7 tips on how you can benefit! ... via BERUFEBILDER - Highly recommended Qix7xstwdz

  8. Job college

    Negative comments & online reviews from customers: 7 Tips on how to benefit from it! by Anne M. Schüller - Highly recommended GgkQvrWfba

Post a Comment

Your eMail address will not be published. Required fields are marked with * .

JaI would like to be regularly informed about the latest promotions & offers Newsletter be informed.

I hereby accept the Debate Rules and the Privacy policy with the possibility to contradict the use of my data at any time.