Big data is seamlessly woven into the business models of every industry across the globe. In 2017, big data adoption across all sectors reached 53%. More recent data is likely to show that figure has risen even further.
The appeal of big data technology in the corporate world is readily apparent. Some of the benefits of big data are more obvious than others. A number of companies are starting to use big data to deal with negative online reviews.
Big Data is the Key to Fighting Negative Reviews Online
For any company owner, reading a negative comment about your business online can make your heart sink. You have put so much effort into your business and getting it to where it is today. So, when someone has something bad to say about your firm, it can be difficult to read.
However, the way in which you handle negative feedback is of massive importance. In today’s digital age, not only can people read unfiltered remarks about your business but they can see your response as well. Big data makes it easier for consumers to research companies and find negative feedback. And, these comments will never disappear once they have been posted. This is one of the downsides of big data for many businesses. Therefore, if you argue with someone on Facebook, for example, you’re not going to be able to simply brush it under the carpet and forget about it.
Fortunately, big data can help manage your online reputation and manage reviews. Ipsos addresses this in its article “Big Data, Product Reviews and Behavioural Economics.” They pointed out that big data has made it easier for companies to find negative reviews and take action. The Ipsos report showed that 36% of all reviews are negative, but the fallout from them can be contained if proper action is taken. This highlights why it is imperative to have a careful approach when it comes to handling negative comments about your company online. Here are some tips to give you a helping hand…
Breathe and put yourself in the customer’s shoes
There is only one thing to do. You must take a step back and allow yourself a moment to breathe. It is easy to find yourself getting angry when you see that someone has said something negative about your business. You may think to yourself that the person in question has no right to say such a thing about something you have worked so hard for. It can be tough to take.
However, it is vital to remember that it is your company’s reputation that is on the line. Because of this, rash decisions are never a good idea. Although there are some exceptions, if a poor review has been written, there is usually a reason behind it. While some people get kicks out of bringing others down, typically the person writing the review wants to help you improve your business. They’re not just trying to bring you down.
This is why it is so important to try and see the problem from the point of view of the customer. Imagine yourself in your customer’s shoes. Try to figure out where things have gone wrong. Before you are able to take the correct action, you will need to understand what the issue is. You will be able to reply in the most professional and personable manner if you are empathetic.
Do a bit of research online
Once you know what the issue is, you should then do some research about it. You need to fully comprehend the journey the consumer goes on, which can mean you will need to track website movement and pull up relevant correspondence. Once you have done this, you should try to replicate the exact experience to see if you experience any issues.
This will help you to get to the bottom of the problem. For example, it could be that the problem has arose because of your courier. If so, you will be able to get in touch with the courier to find out why this has happened. You can turn a negative into a positive if you discover why the error has happened, enabling you to find the right solution to the problem.
Respond to the bad feedback
Now that you have put in the groundwork to get to the bottom of the issue, the next step is for you to respond to the negative feedback that you have received. Brushing the comment under the carpet is not going to get you anywhere. Trustpilot published a study that said that 61 percent of people stated that just getting a response to their complaint is reward enough.
You need to spend some time thinking about your response, which should be professional yet apologetic. You can cause more frustration with the wrong response, which can make the situation worse. This is the most sensitive part of the process, so proceed with caution.
Hit publish and ask if the customer will edit their review
Make certain that the response you make is public, as this is a great way of building trust online. The goal is to show that you care about your consumers. You want to show that you understand your customers’ grievances and that you have done everything you can to rectify the situation. If the exchange went well, ask if the consumer would modify their review to state that a solution has been found and that they are satisfied. You definitely should not push the matter, though. The last thing you want is for the person to start posting comments online stating that you were harassing them to remove the negative feedback.
Commit yourself to doing better
Finally, it is important that you are always looking for ways to enhance your business and achieve more. You should see the reviews that you receive as an opportunity to learn more about your business and to improve. If your site is slow, do not complain that the consumer has a bad connection. Instead, you need to look into ways to make your website faster. Not only is this going to enhance your website’s experience but this has an impact on your search engine ranking as well, as any good SEO company will tell you. By making the improvements that have been suggested, you are going to end up benefiting your business in the long run.
So, there you have it: some helpful tips for anyone who reads something negative about their business on the Internet. It does not matter how amazing your business it is; you are probably going to have to deal with negative comments at some point. However, rather than getting agitated and reacting quickly, see this as an opportunity to right the situation and to strengthen your brand image. You can use the tips that have been provided above to help you with this.
Big Data is the Key to Solving Problems with Negative Feedback
Negative feedback has been a problem for businesses for years. Fortunately, there are a lot of ways that big data can help smart brands minimize the problems it creates.
