DISCUSSION QUESTIONS: What should retailers and consumer brands do about angry or negative online reviews? What factors are most helpful in online reviews when it comes to influencing purchasing decisions?
Interactive Edge’s CEO, Zel Bianco comments, featured on RetailWire’s Braintrust:
Some people are never happy no matter what the retailer, store, restaurant or other service business does. The key is to always make sure that the negative reviews are first acknowledged and responded to in a way that shows that the firm does indeed have empathy, understands the concern and pushes back where and when appropriate. The customer is not always right, and those consumers that are savvy enough to understand that will most likely be fair in their assessment of the business.