What to do when you get a bad online review?

Posted by Steve Whittington on Jan 4, 2020 8:52:26 PM

The blog post below is an excerpt from Thriving in the Customer Age. It is one of the many highlighted best practices that outlined in the book.

Bad reviews are going to happen. We do not live in a world in which everything is five-star or 10 out of 10. The question most businesses obsessively worry about is what to do when a bad review happens (it will, so don’t think the sky is falling when it happens!).

Step 1

For your peace of mind, understand that a bad review does not make yours a bad business. In fact, consumers will be suspicious if you do not have one or two bad reviews.

Step 2

Acknowledge and engage with the customer publicly online and offer to create a solution by providing direct access to a decision maker offline. Follow a consistent communication process when you respond. Customer service professionals commonly employ a four-step protocol:

 1.    Thank the customer for the review

    2.    Apologize and empathize.

   3.    Work towards a solution.

    4.    Take the communication offline.

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Topics: customer experience, customer management, Customer Service, Online Reviews

Do you believe the customer is the most important thing?

Posted by Steve Whittington on Oct 7, 2016 8:34:25 AM

customer-experience-excellenceThere is more focus on customer experience now than ever before. Interestingly enough, when you read why brands are focusing on the customer experience the reasons given are more excuses or accusations. What we're not seeing are brands aspiring to have a great customer experience because that's what best for their business. Typical reasons given include the following:

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Topics: customer experience, customer management, Customer Series, Customer Service, Marketing Series

Forgotten Customers

Posted by Steve Whittington on Jan 5, 2013 2:18:12 PM

We have been reviewing our marketing costs with a great deal of scrutiny. The litmus test is simple: can we track results? If not, we need to change the medium, or the offer, or ditch the channel entirely. More on this in another blog.

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Topics: customer lfe cycle, customer management, Customer Series, Customer Service, forgotten customers, marketing mediums, marketing, Blogs

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