52% customer return rate
Responding promptly and genuinely to negative reviews increases brand loyalty — and ultimately sales — by showing customers and shoppers that you really care.
Potential buyers and past buyers alike notice how you react to customer complaints and concerns, and they remember the impression you leave.
Publicly responding to negative reviews builds trust by offering potential customers insight that they may not have gotten otherwise.
Research shows that 52% of customers who have a positive customer service experience say they are likely to buy from that store again.
Here’s our advice on what to do when you get a negative review:
- Show that you care about your customer’s problem and their experience with your brand by responding publicly.
- Follow up after resolving the issue to ensure that the customer is happy.
Real Example
Comply Foam took the time to respond to a one-star review, showing they care about the issue, and offered the customer an alternative product as a solution. Upsell!
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