Today we will talk about the sore spot of marketers who work with local businesses (and, as a result, representatives of the local businesses themselves), who lose a ton of money because of one almost imperceptible, but very serious mistake. We will talk, as you have already guessed, about working with angry reviews.
Let’s start with the basics and then move on to an interesting case from our practice.
In working with customer feedback, I identified two key areas that businesses simply must strengthen to boost sales. The first is collecting feedback. The second is working through the negative.
How to Get Feedback and Why It’s Important
If you believe scientific research from Power Reviews (and I believe them), 80% of buyers decide to purchase a product or service based on review telegram data from other people on our beloved World Wide Web. And increasing a company’s rating on maps boosts customer reach on them (thanks to smart algorithms of geoservices for this).
How to collect feedback about a company to improve service and products
A reliable and fail-safe way to collect feedback, like a Swiss watch, is to implement CRM into your business. With the right settings, it will automatically notify responsible managers about all feedback appearing on maps and other company resources.
CRM task #2 is an option for the companies codeguard: your website always secure themselves – to request OS from clients in the database and transfer them to maps. This way, the business gets to the top of the search results by increasing its rating on geoservices.
How dealing with negativity brought 25+ million rubles to a delivery service
Our partners (I can’t name the company because of the signed NDA) use Revvy to receive reviews, work with them, and close the negative. What steps do they take to do this? A small spoiler: you can do the same.
Step #1: Never ignore angry reviews and comments. Always respond quickly to negativity.
Step #2. Send messages to customers asking for feedback. If customers are happy, the company gets a great review and another five stars on their cards. If the customer is unhappy and angry, they move on to step #3.
Step #3. Within 24 hours (and more often within betting data a couple of hours) the issues of negative customers are resolved. And they are offered goodies for a repeat order as a courtesy from the company. This is how the company turns dissatisfied customers into loyal ones and significantly increases the likelihood of a repeat order.
That’s it! Three simple steps to work with negativity and such cool results:
+ 31,141 additional orders from negative people.
Customer return increased by 31%.
The percentage of bad reviews on geo-services has dropped to 9%.
+ RUB 34,255,000 from additional orders from customers who were initially dissatisfied with the service.