Managing Complaints- Online?
How to respond, resolve and gain a happy customer.
Afraid of getting a negative comment on your Facebook or Twitter? Should you reply back? In case you're wondering, YES you should.
According to a study done by The Retail Consumer Report last year, 68% of consumers that posted a complaint or a negative comment on social networking sites, about their negative experiences, got a response from the retailer.
From that, 18% of them turned into loyal customers and bought even more.
If you think that is all, you're wrong. 33% of them turned around and posted a positive review after that, and 34% of them deleted their negative review that they had left earlier.
This shows that, if handled properly, negative feedback can indeed be a powerful tool to gain loyalty from your customers and enhancing, not only their experience with your brand, but also the experience of other customers who view your brand's online persona - since they would be reading some of the positive reviews that the returning 33% had posted.
And for smaller businesses, gaining loyal customers is extremely important! Question is, how should you respond to negative feedback?
- Respond Quickly
- Think of this as a conversation.
- Don't become defensive
- Ask them for their contact information.
- Once the problem is resolved, go back to the social media channel and thank the customer for the opportunity to improve.