Post by princehira on Oct 29, 2024 0:55:23 GMT -6
Reviews have a significant impact on sales volumes. Numerous studies show this. In 9 out of 10 cases, before purchasing a product, buyers read reviews and make a decision based on them. Naturally, the more negative reviews a product has, the less demand it will have.
How to work with negativity and how to respond to a negative review? The specialists of the marketing agency "Kosatka Marketing" will conduct a crash course on these issues.
How to track negative reviews?
There are many resources on the Internet where reviews are posted. For monitoring, you should pay close attention to the sites with the largest audience (Facebook, VKontakte, YouTube, Instagram and review sites). You can limit yourself to the first page of Google and Yandex search results. Less than 5% of users go beyond the first page, so the reputational damage from negative reviews located on the second and subsequent pages is small.
Our woocommerce web design service experts recommend using special services to track reviews. They are capable of analyzing hundreds of thousands of sources in real time. Monitoring systems allow you to:
determine the tone of reviews;
find mentions even without tags and hashtags;
recognize misspelled names of people and companies;
identify human speech in videos and audio content;
recognize the logo in the picture.
Today, there are several dozen similar services. Most of them are paid. The cost can range from 150 to 400 dollars per month. In complex projects related to famous people or brands, the service can cost tens of thousands of dollars.
How to respond to negative reviews?
Reacting to negativity consists of three steps:
assessment of its impact on the company's reputation;
determining how constructive the feedback is;
deciding how to respond to a review or simply ignore it.
Please note that fake reviews should not be ignored as they can cause enormous damage to a company's reputation.
As practice shows, in 80% of cases the algorithm for working with negative reviews is carried out as follows:
respond to a negative comment so that the author of the review understands that you heard him and want to help him;
an offer to the user to continue communication in private correspondence, citing confidentiality. This technique is called "negative parking".
Remember that a company's response to a comment increases the reach of the review. Therefore, it is better to give the most comprehensive comment to stop the discussion around the review.
Who in the company is responsible for dealing with negative reviews?
In small companies, this issue is often handled by one person: the business owner or a full-time marketer. Large companies can afford to assign several people to work with negative reviews:
SERM specialist working with search results;
monitoring specialist;
SMM specialist for communication in social networks.
Sometimes large companies have a special department for working with online reputation, which consists of several dozen employees.
You can learn more about how to respond to a negative review from the specialists of the marketing agency "Kosatka Marketing". Increasing loyalty to the company is part of our work.
What common mistakes a business leader makes can be found in our articleAnti-crisis strategy for Vkontakte In the new realities, businesses have to adapt to new conditions. But we must not forget about promotion and marketing in general, because a crisis is new growth points and new potential in the development of any company. We have prepared a short checklist for promotion in working tools at the moment. Strategy for quickly getting results in Vkontakte
A catchy avatar (the main block that attracts all the user's attention)
A more voluminous and in-depth profile header (fill in all the information about the company, add a showcase (goods/services) and prices for them)
Menu (you can move all important highlights to this format)
What should the content be?
Long Posts Are Back (Use Storytelling in Posts)
Post stories and use the functionality of the Vkontakte service
Share the clips (they say they'll be really popular now)
How to advance in the new conditions? Free
Invite users from other social networks to a lead magnet
Use mutual PR with other communities
Use hashtags
Paid:
We recommend that you understand Sendler, it is one of the most effective tools in this network
Advertising in other communities
Targeted advertising on VKontakte
The specialists of “Kosatka Marketing” know how to promote your business in the new conditions with the help of working tools and services. Leave a request and our experts will give you a 20-minute express consultation to analyze your problems that you have encountered here and now. What other tools are there for attracting clients from the Internet, read in our article
How to work with negativity and how to respond to a negative review? The specialists of the marketing agency "Kosatka Marketing" will conduct a crash course on these issues.
How to track negative reviews?
There are many resources on the Internet where reviews are posted. For monitoring, you should pay close attention to the sites with the largest audience (Facebook, VKontakte, YouTube, Instagram and review sites). You can limit yourself to the first page of Google and Yandex search results. Less than 5% of users go beyond the first page, so the reputational damage from negative reviews located on the second and subsequent pages is small.
Our woocommerce web design service experts recommend using special services to track reviews. They are capable of analyzing hundreds of thousands of sources in real time. Monitoring systems allow you to:
determine the tone of reviews;
find mentions even without tags and hashtags;
recognize misspelled names of people and companies;
identify human speech in videos and audio content;
recognize the logo in the picture.
Today, there are several dozen similar services. Most of them are paid. The cost can range from 150 to 400 dollars per month. In complex projects related to famous people or brands, the service can cost tens of thousands of dollars.
How to respond to negative reviews?
Reacting to negativity consists of three steps:
assessment of its impact on the company's reputation;
determining how constructive the feedback is;
deciding how to respond to a review or simply ignore it.
Please note that fake reviews should not be ignored as they can cause enormous damage to a company's reputation.
As practice shows, in 80% of cases the algorithm for working with negative reviews is carried out as follows:
respond to a negative comment so that the author of the review understands that you heard him and want to help him;
an offer to the user to continue communication in private correspondence, citing confidentiality. This technique is called "negative parking".
Remember that a company's response to a comment increases the reach of the review. Therefore, it is better to give the most comprehensive comment to stop the discussion around the review.
Who in the company is responsible for dealing with negative reviews?
In small companies, this issue is often handled by one person: the business owner or a full-time marketer. Large companies can afford to assign several people to work with negative reviews:
SERM specialist working with search results;
monitoring specialist;
SMM specialist for communication in social networks.
Sometimes large companies have a special department for working with online reputation, which consists of several dozen employees.
You can learn more about how to respond to a negative review from the specialists of the marketing agency "Kosatka Marketing". Increasing loyalty to the company is part of our work.
What common mistakes a business leader makes can be found in our articleAnti-crisis strategy for Vkontakte In the new realities, businesses have to adapt to new conditions. But we must not forget about promotion and marketing in general, because a crisis is new growth points and new potential in the development of any company. We have prepared a short checklist for promotion in working tools at the moment. Strategy for quickly getting results in Vkontakte
A catchy avatar (the main block that attracts all the user's attention)
A more voluminous and in-depth profile header (fill in all the information about the company, add a showcase (goods/services) and prices for them)
Menu (you can move all important highlights to this format)
What should the content be?
Long Posts Are Back (Use Storytelling in Posts)
Post stories and use the functionality of the Vkontakte service
Share the clips (they say they'll be really popular now)
How to advance in the new conditions? Free
Invite users from other social networks to a lead magnet
Use mutual PR with other communities
Use hashtags
Paid:
We recommend that you understand Sendler, it is one of the most effective tools in this network
Advertising in other communities
Targeted advertising on VKontakte
The specialists of “Kosatka Marketing” know how to promote your business in the new conditions with the help of working tools and services. Leave a request and our experts will give you a 20-minute express consultation to analyze your problems that you have encountered here and now. What other tools are there for attracting clients from the Internet, read in our article