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The truth about trust series why a bad review is more valuable than a good review

Companies naturally shirk away from bad online reviews – but bad reviews could be their greatest ally . .

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The truth about trust series why a bad review is more valuable than a good review

  1. 1. business.trustpilot.co.uk The Truth About Trust Series: Why a Bad Review is More Valuable Than a Good Review
  2. 2. business.trustpilot.co.uk 1 Turn Negatives Into Positives Bad online reviews are seen as nothing more than a curse by many retailers something to be swept under the carpet at the first possible opportunity.
  3. 3. business.trustpilot.co.uk 1 Turn Negatives Into Positives Bad online reviews are seen as nothing more than a curse by many retailers something to be swept under the carpet at the first possible opportunity. But the digital world makes this impossible - that review is there forever so you need to deal with it. And taking a closer look at the value of reviews reveals that bad write-ups can actually help your business, not harm it.
  4. 4. business.trustpilot.co.uk 2 Learn, Don’t Resent A bad review should be seen as an opportunity to learn from your mistakes - that disgruntled customer might have spotted a flaw in your system or product that you missed.
  5. 5. business.trustpilot.co.uk 3 Show Gratitude Be grateful that the customer bothered to take time out of their busy day to point out the issue - and realise that it gives you the opportunity to make positive changes.
  6. 6. business.trustpilot.co.uk 4 Too Good to be True... The idea of a smorgasbord of good reviews might sound ideal - but such an outstanding track record might appear too good to be true in the eyes of the casual shopper. ? ?
  7. 7. business.trustpilot.co.uk 5 Celebrate your beauty mark A bad review among a host of good ones shouldn’t be seen as a inkblot on your record but simply a sign that all businesses make mistakes; that we’re all human. It’s how you deal with a bad write-up that counts.
  8. 8. business.trustpilot.co.uk 6 Are Bad Reviews the Death of Your Business? No, so there’s no need to panic. In fact, the benefits are threefold:
  9. 9. business.trustpilot.co.uk 6 Are Bad Reviews the Death of Your Business? No, so there’s no need to panic. In fact, the benefits are threefold: 1 Snatch Victory From the Jaws of Defeat
  10. 10. business.trustpilot.co.uk 6 Are Bad Reviews the Death of Your Business? No, so there’s no need to panic. In fact, the benefits are threefold: 1 Snatch Victory From the Jaws of Defeat 2 Be Noticed
  11. 11. business.trustpilot.co.uk 6 Are Bad Reviews the Death of Your Business? No, so there’s no need to panic. In fact, the benefits are threefold: 1 Snatch Victory From the Jaws of Defeat 2 Be Noticed 3 Learn From Customer Feedback
  12. 12. business.trustpilot.co.uk Snatch Victory From the Jaws of Defeat 1 A bad review gives you the chance to deal with the disgruntled buyer head-on. Instead of them skulking off and never buying from you again, they’ve actually given you the golden opportunity to make things right. And if you deal with their complaint correctly, they could shop with you again because you’ve won their trust and respect.
  13. 13. business.trustpilot.co.uk Snatch Victory From the Jaws of Defeat 1 A bad review gives you the chance to deal with the disgruntled buyer head-on. Instead of them skulking off and never buying from you again, they’ve actually given you the golden opportunity to make things right. And if you deal with their complaint correctly, they could shop with you again because you’ve won their trust and respect. According to the 2012 Brand Loyalty survey by ClickFox, 40% of customers said that they were won over by a company when it resolved an ‘issue’ with their purchase...
  14. 14. business.trustpilot.co.uk Be Noticed 2 Dealing with a bad review head-on in a public space shows other potential customers that you react promptly if things do go wrong. It portrays you as a company that cares and will go out of its way to do the right thing.
  15. 15. business.trustpilot.co.uk Be Noticed 2 Dealing with a bad review head-on in a public space shows other potential customers that you react promptly if things do go wrong. It portrays you as a company that cares and will go out of its way to do the right thing. 3 Learn From Customer Feedback User tests show that most people using online reviews check the overall rating first. Their next step is looking for the holes in the cheese - are there repeating problems with this business, and can the business solve them? Try to look at your reviews through the eyes of a customer, and take advantage of this useful feedback.
  16. 16. business.trustpilot.co.uk 6 How to Stay Ahead of the Curve Monitor your website feedback and social channels on a constant basis so bad reviews can be dealt with immediately.
  17. 17. business.trustpilot.co.uk 6 How to Stay Ahead of the Curve Monitor your website feedback and social channels on a constant basis so bad reviews can be dealt with immediately. Ensure that your response is carefully thoughtout and considered. Don’t rush to quash negative feedback and make further errors that could inflame the situation, or make an offer that could backfire, i.e. handing out a discount publicly as an apology, which will almost certainly encourage others to ‘try it on’.
  18. 18. business.trustpilot.co.uk TAKEAWAYS Remember the true value of reviews, even the negative ones:
  19. 19. business.trustpilot.co.uk TAKEAWAYS Remember the true value of reviews, even the negative ones: Bad reviews can help you spot problems with your service and products.
  20. 20. business.trustpilot.co.uk TAKEAWAYS Remember the true value of reviews, even the negative ones: Bad reviews can help you spot problems with your service and products. Having no bad reviews could actually make potential customers suspicious.
  21. 21. business.trustpilot.co.uk TAKEAWAYS Remember the true value of reviews, even the negative ones: Bad reviews can help you spot problems with your service and products. Having no bad reviews could actually make potential customers suspicious. Deal with a bad review in the right way and it could help your business, not harm it.
  22. 22. business.trustpilot.co.uk Learn how to benefit from negative reviews now: read our free eGuide: Turning Complaints into Customers Download Now! Sources 1. ClickFox

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