Performance Marketing is needed by every existing as well as emerging enterprise in the current marketplace. Whether a customer is looking to buy a product or service, they search for it online before buying it from an offline marketplace. The key purpose of searching for products/services online is to get the relevant information. More than 80% of the customers conduct an online search before buying a product/service.
As per a leading digital marketing company, the customers mostly search for:
- Product variants available
- Product Guide: How to use it?
- Product Alternatives
- Offers and Discount options
- Check for brand/product reviews
- Latest industry trends
- & Many More.
Hence, it is recommended for the brands to have a digital presence and to partner with a leading performance marketing agency in India or your region. But simply having a digital presence is not significant. Several challenges/risks must be considered. Among such challenges, a key aspect to be considered is focusing on is the risk of negative reviews.
What are negative reviews?
If your brand has a digital presence, it will allow an open interaction with your audience. Such digital presence can be your brand website, social media account, review platforms, or Google business page. Hence, on every page, the customers have the option to comment regarding the product, service, or any other relevant feedback.
Also, making every customer satisfied at every point is not possible for brands. You must have noticed that even multinational brands fail to retain their customer satisfaction. They also face some sort of trolling and negative reviews.
A negative review can be identified as any comment or feedback posted online that can harm your brand/product reputation.
How to deal with such negative reviews?
As discussed, decade-old brands even face such a risk, hence, it means that it is unavoidable. However certain steps can be taken to overcome/minimize such risks. The approach that helps the brands deal with such a circumstance is to hire the best Digital Marketing Company in Gurgaon.
From the viewpoint of marketers, a negative review means that customers are not happy with the product or service delivered by the brand. Hence, it is also an opportunity to take into consideration the reason for such dissatisfaction and to improve it. If you interact with a leading SEO company in India, they will help you know that it is not completely a negative thing. But is proof that your audience is engaging with your brand, and can also drive positive reviews.
Let’s focus on key strategies adopted by leading performance marketers to handle negative reviews.
- Address the review:
The worst mistake that a brand can make is to simply ignore the review. You must read the review and revert the user/customer properly. The revert must include a proper justification for their bad experience, the relevant steps taken, and providing a solution. It spreads a message, that the brand is customer-oriented, and it takes care of its customers.
- Sympathize with the customer:
If a customer has posted a negative review online, then it is visible to your other existing and potential customers. Hence, your brand needs to post a reply that can have a positive impact on the audience. The best approach as suggested by the SEO experts is to sympathize with your customer. It leaves a positive impact on your customers that your brand values customer emotions.
- Offer solution:
Your revert to the negative review, must not be just an apology, but either a solution or a relevant redirect. It influences the customer to revisit your brand store or avail of your service. Hence, can also influence the user to change his/her review and provide positive feedback.
- Keep a check on operational practices:
In case of negative reviews, every time the fault is not of the brand. Sometimes some customer-related elements or issues hamper the overall experience. Hence, it is not always important to live in a dilemma the “Customer is King”. Depending on the situational needs, you must conduct an operational analysis to check whether the claims made by the customer are correct or not. If not, then you should make the correct choice of words to reply to the feedback.
Such an approach helps in setting a brand image so that you are well aware of your brand operations. Also, it can help you get the support of the customers who had a positive experience with your brand.
Why is adopting such practices beneficial?
- Sometimes it is just competition:
It is important to monitor such negative reviews because sometimes it is just your competitor making false/fake comments. As mentioned you must check on your operational practices and check that the claim made is true or not. Hence, if identified you can take necessary actions against your competitors. Also, can adopt certain changes to your marketing practices to eliminate such risks in the long term.
- Managing Online Reputation:
You need to maintain your brand’s online reputation in the marketplace. It is important to ensure the retention of your customer’s association with the brand for the long term. Handling negative reviews in the best positive manner can help you enhance your brand image and attract new customers.
- Enhancing customer experience with the brand:
Handling reviews either positive or negative reflects your brand values and vision. Also, it reflects your brand’s positive approach towards its customers. Hence, with time it results in improved brand image and customer experience. In the long term, your brand reputation and experience are the key factors that influence your product sales.
Wrapping Up
Hope the information has provided you with a unique insight concerning the performance marketing strategies. But to handle these negative reviews in the best possible way, you must partner/work with the leading Digital Marketing Agency in Gurgaon, India.
A leading agency such as VerveOnlineMarketing has a team of marketing experts who can help in improving/enhancing your digital brand image. We have also been reviewed as the best SEO Company in Gurgaon, providing customised SEO solutions to our clients. Hence, partnering with us can help you get a comprehensive marketing strategy that can assist in your brand’s long-term growth.
