< UGC Marketing Strategies

Reply to negative reviews for a positive impact

52% customer return rate

Responding promptly and genuinely to negative reviews increases brand loyalty — and ultimately sales — by showing customers and shoppers that you really care.

Potential buyers and past buyers alike notice how you react to customer complaints and concerns, and they remember the impression you leave.

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Publicly responding to negative reviews builds trust by offering potential customers insight that they may not have gotten otherwise.

Research shows that 52% of customers who have a positive customer service experience say they are likely to buy from that store again.

Here’s our advice on what to do when you get a negative review:

  • Show that you care about your customer’s problem and their experience with your brand by responding publicly.
  • Follow up after resolving the issue to ensure that the customer is happy.

 

Real Example

Comply Foam took the time to respond to a one-star review, showing they care about the issue, and offered the customer an alternative product as a solution. Upsell!

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