How to Handle Negative Reviews - Trending topics and information

How to Handle Negative Reviews

Handle Negative Reviews

Today's topic is something that's very critical you know we all go out there reviews right so we all get reviews testimonials but one thing with these reviews on you know these review websites this you know you cannot avoid the negative ones there are people you know who kind of white you know should he thinks sorry about the swearing but you know they write a lot of negative stuff saying hey this is not alright your sales person wasn't alright you know your software wasn't in curative and stuff like that so you know it's one thing to get reviews and it's one more thing to you know kind of handle these negative ones so when I is here to talk about how to handle these you know negative reviews on review platforms so when I what have you got for us today you know I'd say there's a three-part strategy one is to make sure that your social presence on review sites is not just dominated by a few negative outliers you need to make sure that your reviews are representative of the whole picture of your whole customer base so it's critical to reach a you know an at scale presence of hundreds of reviews such that the one or two negative allies look like outliers and not like the norm there are a lot of methods to help you drive you know review the scale the second thing is to make sure the reviews tell your narrative most of the markets that we serve are competitive markets where there are multiple players in a market and it's often really hard for the buyer to discern the differences between products a lot of companies frankly tend to use the same marketing messages and buyers tend to get a little bit cynical about those marketing messages as to as to their truth and veracity so we our approaches to help brands tell their story tell their differentiation through their customer reviews so in addition to asking standard questions around how are you using the product what alternatives did you consider what are the pros what are the cons what's your likelihood to recommend we will work with a company to tell your competitive narratives so for example at freshdesk delivers excellent customer service and has a really strong user interface instead of hoping that people will talk about those things let's guide them to talk about those things through a customized question when that and leads us to be able to do is to highlight for the buyer the differences between products and it also creates differentiation for you for those active buyers who are searching online and and comparing your products the other thing to think about is how to turn your content into a weapon so as much as buyers are going online to research products themselves let's face it in the b2b world salespeople and demand generation is still important you know we're not living in a world like hotel booking where people go online decide their hotels based upon reviews and booked without any assistance so if you can arm your salespeople to use content in their channels that could be creating sales collateral battle cards presentations or pushing the content into some kind of sales library tool make it easy for them to find the quotes the handle objections that handle competitive situations that way they can refute what may be a negative claim on a website another thing to think about is to is to acknowledge the feedback where its presence to comment on reviews and to actually route that commentary to your product management team it may be an isolated instance it may be an outlier or there may be a consistent theme that should be addressed we're living in a world where software is mostly SAS and can be updated and changed on a regular basis so reviews can be an enormous ly valuable listening post to give you insights of product feedback you can act upon and what we've learned in our research is that companies who not only listen to that commentary but engage and tell the customer that they're hearing them ultimately win because they're sticking a link to the market that they're a company that cares awesome I think I really like the part where you spoke about you know guiding your customers to write the stuff that they you know you want them to write you know really make them talk about the advantages of your product yet the service that you are offering I think most of the marketers or companies fail to do that you know they just assume that the customer is gonna write about this so I think it's really valuable inside...