Social networks have become an
integral part of modern people’s lives. They allow accurate mobile phone number list people to find friends. Share news. Learn about new products and services, and express their opinions about them. For brands, social networks are an effective marketing and sales tool, as well as a channel for feedback from consumers. However. Not all brands know how to properly interact with their audience on social networks and take into account their interests and needs.
One of the most common mistakes brands
make on social media is ignoring or deleting negative reviews or comments from customers. Many companies believe that this is how they protect their reputation and get rid of trolls and haters. However. in reality, this behavior can lead to the opposite results: a deterioration in the company’s image, loss of Customer loyalty. And a decrease in sales and revenue.
A negative comment does not always men tou, yon refleksyon nan mean dissatisfaction with a product or service. Sometimes customers write critical reviews to get help. Solve a problem. Clarify information, or suggest improvements. If a brand ignores or deletes such comments, it loses an opportunity to show that it cares about its customers, improve the quality of its product or service, and increase customer satisfaction and loyalty.
A negative comment can be useful to bfb directory other potential customers. According to research, 87% of consumers read reviews about companies, and 79% of them trust them as much as personal recommendations. At the same time, 48% of consumers believe that a review should be less than a month old to be relevant. If a brand ignores or deletes negative comments, it deprives potential customers of the opportunity to get complete and up-to-date information about its product or service, as well as compare it with competitors. This can affect the purchase decision and reduce conversion.
A bad comment can be a signal of a serious problem in the company’s work. Sometimes customers write negative reviews not because of a single case of dissatisfaction, but because of systemic shortcomings in the product, service, maintenance, delivery, warranty, etc. If a brand ignores or deletes such comments, it risks not noticing and not fixing the problem, which can lead to increased customer churn, decreased reputation and revenue
A negative review can be a reason for dialogue and strengthening relationships with customers. Consumers are ready to interact with companies on social networks. If an organization ignores them, it misses the chance to build trust and friendly relationships with customers, demonstrate its openness, honesty and readiness for dialogue, and turn dissatisfied customers into loyal ones
