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By Anne M. Schuller (More) • Last updated on October 18.01.2024, XNUMX • First published on 10.04.2017/XNUMX/XNUMX • So far 5856 readers, 4009 social media shares Likes & Reviews (5 / 5) • Read & write comments
Online reviews are free business advice. There is either confirmation that you are on the right path or a valuable learning gain. Because what a customers annoying, maybe that bothers others too. Professionals therefore see critical tips on the web as a valuable opportunity to improve. 7 tips on how you too can benefit from it.
When dealing with negative comments and online assessments, one's own attitude is crucial. Because every negative commentary provides a good opportunity to learn from it, by doing so
In the end, negative reviews also have their good side. And so that you can benefit from it, I have these 7 steps written for you.
First listen, then talk! This rule is especially true on the social web. First of all, this means listening intensively to the conversations in cyberspace and capturing their mood as quickly as possible. Via alerts, social media monitoring tools and professional software programs, one Online- Mentions related to the selected search terms, leaked daily.
Everything positive should be encouraged and supported. To any Ask the user and, in particular, problematic content must be addressed fast and care individually. A response is expected within one to two hours. And you should put a lot of effort into what you say, because all conversations are publicly visible on the web.
Analyze all found content exactly. Think about what you can learn from it, and how you can pass it on to the individual touchpoints. Ask yourself:
On this basis, create a clear report with an overview of the most important results. Thank those who praise you. But above all: get in touch with those who had complaints - and get rid of their anger as quickly as possible Welt! Do this as individually as possible. Because text modules and run-of-the-mill answers are immediately exposed as such.
If you want to improve something, you should look how others did. 3 examples:
For operators of onlineshops: Install a rating system. Thus, on the website of the computer supplier Dell can evaluate the offered electronics products with stars. Offers that have received only two out of five possible stars fly out of the assortment.
Apart from the learning gain for negative and the increase in sales with positive votes, one still does what for his search engine ranking. Search engines reward precisely what User Generated Content (UGC) offers: up-to-date and uniqueness. Each new experience report ensures that your page is updated in its index.
But Dell didn't dismiss it as a pure rating system: In the beginning there were them Developer appalled: “If the Customer but rated us badly now?” – “Be happy, then you will learn something”, was the answer. Today, the reviewers are asked directly by the developers: “You only give the product two stars. Please explain why." How to achieve that Feedback directly the point that it affects.
To when expressed Criticism for sure Assuming that others see it the same way, Dell asks the community: “Someone says computer XX has the USB slot too close to the connector hole? Is that important to you too?" The answers are plentiful and they help to save a lot of development costs.
Make it as easy as possible to evaluate each product and service. Place a star system and the link to a text field directly at the product. Give the customer tips for writing a qualified rating. And remind him to give a rating.
This is best done automatically after about two weeks, because then the customer has had initial experience with the item ordered. A little tip: when you invite your users, their Opinions then write on the corresponding button “Now Suggestions Submit” instead of “Submit a review now”.
The former sounds more positive and should also produce more positive results. In addition, it is advisable to call a hotline to help frustrated customers get rid of their anger, instead of making it public in the course of a review.
Another tip: Negative testimonials can be prevented and positive win by placing the following clue:
“Dear customer, we want you to be happy. So if we have disappointed you in any way, please tell us right away. We'll take care. And if you were thrilled, please tell the review portals. ”
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Anne M. Schüller is a management thinker, keynote speaker, business coach and multi-award-winning bestselling author. She has been repeatedly named Top Voice by the business network LinkedIn. The business administration graduate is considered a leading expert in touchpoint management and customer-focused corporate management. She is one of the most sought-after speakers in German-speaking countries. For more than 20 years she held management positions in sales and marketing at various international service companies and received several awards. In 2015 she was inducted into the Hall of Fame of the German Speakers Association (GSA) for her life's work. Touchpoint management, customer loyalty and referral marketing. She also conducts power workshops on these topics. Your Touchpoint Institute trains certified Touchpoint Managers. Her clientele includes the elite of the German, Austrian and Swiss economy and Managementbuch.de is one of the most important management thinkers. Her bestseller “Touch.Point.Victory.” is Trainer Book of the Year 2016. Her bestseller “The Touchpoint Company” was named Management Book of the Year 2014. Her bestseller “Touchpoints” is SME Book of the Year 2012. When it comes to the subject of customers, she is one of the most cited experts. More information at www.anneschueller.de and www.touchpoint-management.de All texts by Anne M. Schüller.
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