Negative Buyer Feedback: Turn those lemons into lemonade!

16 March 2011 | Nextag News

Negative reviews sting.  Especially with the growing influence a brand’s online reputation can have on consumers making online purchases. The good news is that you can take action and make them work in your favor. According to this new study, you can turn these lemons into lemonade simply by responding to the buyer who left that negative feedback. The report shows that 34% of consumers deleted their original negative review, 33% posted a positive review and 18% said they became a loyal customer AFTER interacting with the retailer.

 

Nextag’s Buyer Review Feedback Loop enables you to resolve these issues quickly. First, you must implement the functionality that allows you to capture buyer reviews (please refer to this post  for details on how to start capturing buyer reviews). Once you are set up to start capturing buyer reviews, you can also set up alerts so that you are notified anytime a buyer posts a review with a rating beneath a certain threshold that is set by you. You can set these alerts right from your merchant dashboard in the Buyer Review section (within “POS survey builder”). For the negative reviews to which you wish to respond, we have a process in place that allows you to directly resolve the review with the customer.

Nextag’s Customer Contact and Feedback Process for poor customer reviews:

    • Email sellersupport@nextag.com (please cc your Nextag account manager) and ask for our review team to reach out to the specific reviewer for permission to release their contact info. Please be sure to specify the date of review & “rated by” name.
    • If the reviewer responds with permission, we then forward the information to you for resolution. After you resolve the issue with the customer, they can then ask Nextag to remove their review (only the reviewer can request this). If the reviewer doesn’t provide permission for their contact info to be released, the only option is to “Respond to this feedback” 


Need more info on how to start capturing buyer reviews for your site? Read this.

Happy St. Patrick’s Day! (Isn’t everyone Irish on St. Paddy’s Day?)


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