Negative feedback on Twitter is never pleasant, but it doesn’t have to be harmful to your company. If you look at it from a different perspective, an unfavorable review gives you a unique opportunity to show customers what to expect if they ever have a less than stellar experience with your company. How your customer support team handles unhappy buyers demonstrates what your company is made of — and if you play your cards right, how you respond to negative reviews could actually bring you new business.
How you relate to customers matters. Beyond social media, online review websites like Google Reviews, BBB.org, and PissedConsumer.com might serve as the primary source for dissatisfied customers so it’s always recommended to keep your eye across all channels. As research suggests, consumers pay attention to what others are saying about services or products. Recent data revealed that when searching for businesses, shoppers read online reviews for local companies, with 56% of those polled stating they read critiques “occasionally” and “regularly” while 40% of them saying they “always” read the responses.
A recent poll also revealed that 69% of respondents said they would be more inclined to use a business that responded to positive reviews, and a whopping 70% said they would be more likely to consider doing business with a company that interacted with online negative reviews.
With a significant portion of shoppers turning to online reviews found on sites…