002 february 2014 turning negative reviews into positive experiences

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Turning Negative Reviews into Positive Experiences



Objectives

Discuss:Benefits of handling negative reviewsBest practices in reaching out to a

disgruntled reviewerMost strategic message to conveyDo’s and don’t’s of responding publicly How Beyond Indigo can help



Benefits of Handling Negative Reviews



Benefits of Handling Negative ReviewsAccording to a study done by American Express, about 25% of the people who have a bad customer service experience go to a social media site to post about it, BUT 80% of those posts are ignored by the companies.

http://bit.ly/1fXmwQ5





Benefits of Handling Negative ReviewsThe same study found that about half of customers give businesses one week to respond to a question or complaint before moving on.






Benefits of Handling Negative ReviewsAppropriately handling negative reviews:

Helps you keep your current customersMarkets your excellent customer serviceProvides feedback for business improvement Provides feedback on customer wants and

needs



Best Practices in Reaching Out to a Disgruntled Reviewer



Best Practices

Cool Down Call

Private Message Public Post



Strategic Messages to Convey




Andy Beal ~ Radically Transparent

“Most people complain because they feel like you don’t care and

they had no other way to get your attention. They want an

apology. Be sincere and transparent about how the

mistake happened, and explain what you’re doing to make sure

it never happens again.”




The 1-2-3 Message

1. You care about their pet – the Mama Bear Effect

2. You care about the client – let them save face

3. You want to make things right.



Dos and Don’ts of Responding Publicly




If you cannot get through to your client by phone or email or if your attempts at resolving the situation are not working, you may need to post a public response.BE NICEYou are now posting for the general public




DO:Respond promptly – about half of people will

move on if their question or concern is not addressed within one week.

DO:Apologize – even though it probably isn’t

your fault or at least not completely.




DO:Try to move the conversation offline –

Request the client call you.

DO NOT:Try to prove you are right.

DO:Give the benefit of doubt.




DO:Ask for help – have an uninvolved person

check your post BEFORE you put it up.

DO:Evaluate your roll in the issue and make

changes as needed.



How Beyond Indigo Can Help



How can Beyond Indigo help?

Claiming, updating, tracking, and responding to reviews can be very time consuming.

Beyond Indigo offers several types of supportive programsORM ProgramsReview Monitoring

Contact us for more information!



THANK YOU for attending!

Ann PearsonORM [email protected] 877-244-9322 ext 322

mailto:[email protected]


002 february 2014 turning negative reviews into positive experiences

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