There are many businesses or brands that achieve success thanks to customer reviews and there are also many that close their business due to bad reviews. Can customer reviews really determine the fate of a business?
89% of consumers read online reviews before visiting a business, 79% trust online reviews as much as personal recommendations, and 93% read reviews to make a shopping decision. That’s why reviews are seen as the reputation of businesses that shape how businesses are perceived online.
No matter how good your business is, you cannot gain sufficient acceptance of all customers, so negative reviews can happen. Of course, no business likes receiving negative reviews because bad reviews make 92% of consumers less likely to use a business. But, bad reviews don’t mean your business is entirely bad, somehow, they are important for your business development. They also can turn positive if you know how to use them for your business’s advantage. Gearment lists out some reasons explaining why negative reviews can create positive effects to your business.
Negative reviews are positive, aren’t they?
Make positive reviews look more “it’s real”
Nobody is perfect and that goes for your business as well. The lack of negative reviews will make your business lose its credibility. 68% of customers trust reviews more when they see both good and bad scores and 95% suspect censorship or faked reviews when they don’t see any bad reviews or bad scores. So, these statistics indicate that a few negative reviews can make customers trust all your positive reviews.
Create the urge of improvement
There’s a very important truth that negative reviews actually help you learn from mistakes. Some bad reviews are one-offs, but if your customers leave the same bad reviews over and over, it’s time to figure out what your business is doing wrong and start to see things from your customers’ perspectives. Of course, it’s completely critical for the development of your business. Rather than avoiding negative reviews, the important thing is to know how to use them effectively.
Help other customers make right purchase decisions
Negative reviews give customers a realistic expectation about your product and service that positive reviews are unable to do. A Yotpo study found that the most commonly negative word used in reviews, by an enormous margin, is “disappointment” or “disappointed”. There are many factors impacting customers’ shopping experience such as sizing, color, texture or material that are not as they expected. That means, in some cases, bad reviews are referenced with the customer’s shopping experience rather than the product itself. This kind of bad reviews conduct positive outcomes that help other customers make the right purchase decisions. Of course, your business will gradually eliminate the request for a refund or replacement.
No one’s getting away from the consumer-oriented economy and you have put a lot of effort into developing and maintaining a business. So why don’t you take advantage of negative reviews and get the best out of it.
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