What to do with negative reviews?
A negative review can also be used as an opportunity to demonstrate how professionally negative feedback and criticism are handled. This can even increase the credibility of companies.
"A provider who can convincingly demonstrate that he reacts fairly to criticism, corrects grievances, improves processes and also offers the customer a small compensation - such a provider can collect many more plus points from visitors to the portal than if he had only received good reviews from all reviewers." - Martin Müller
Companies should therefore always keep an eye on their reviews, thank customers promptly for good reviews, but above all react quickly and fairly to less good reviews and endeavor to resolve problems with good customer service. A certain proportion of bad reviews can certainly contribute positively to the provider's reputation.
Tip:
Answer in a friendly or at least neutral, honest and reserved manner.
Once an issue has been resolved, it's perfectly acceptable to ask happy customers to reconsider the negative review. A customer can post a revision to their review, remove it, or submit a follow-up review that may mitigate the original bad review.
It is not always possible to make amends or replace mistakes. This is where an apology and a promise to review company policies or do better in the future are appropriate.
Reviews as a success factor for a company's online reputation
According to Martin Müller's latest count, there are 136 review portals in Germany. Which netherlands telegram data of these are the most important review platforms depends largely on the industry. Martin Müller summarizes the most important portals:
A crucial evaluation platform is Google My Business or Google itself
Facebook is very important, especially because of the high number of members
The ProvenExpert platform is recommended for service providers
KennstDuEinen. de is a very active platform for craftsmen and local shops
Yelp is the world's leading platform for restaurants
For online shops, the platforms TrustedShops and eKomi are crucial
For the evaluation of employers there is kununu (a subsidiary of Xing)
Travel providers should be rated on HolidayCheck and Tripadvisor
Doctors can be found on the portal Jameda
Managing customer opinions is essential, whether in the field of product reviews , social media or comparison portals. It is part of the online reputation, which can be easily monitored for a product or brand thanks to online reputation management software in order to differentiate itself from the competition. It is also possible to compare several products or companies / brands, with the opinions of users being the main subject of the comparisons.