Never Underestimate the Power of Online Reviews
According to Dr. William J. Ward, a.k.a. DR4WARD, Professor of Social Media at the S.I. Newhouse School of Public Communications at Syracuse University, 90% of unhappy clients will not do business with the same company again. However, 95% of unhappy customers will return if the issue is resolved. In addition, 70% consult reviews or ratings before making a purchase and 63% are more likely to purchase from a site if it has ratings and reviews. (2013 statistics)
That being said, many companies conclude they are helpless to combat negative ratings and this is simply not true. Taking an active approach is by far more beneficial than not responding to sometimes hostile complaints written on-line.
Many companies in service industries are active on Twitter and have strategies in place to deal with angry tweets. Often times replying back immediately with a helpful “tone” and ideas for ways to resolve consumer issues.
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