Lies, damned lies and statistics Consumer behaviour, social media and advertising stats
  • A simple reply turns 1/5 of detractors into fans

    March 18th, 2011dirktherabbitUncategorized

    Why bother engaging with people who are less than complimentary about your brand online?

    Here’s why – According to Harris research (via Roger Dooley’s excellent blog ), simply sending a reply in response to a negative review will turn almost 1/5 detractors – 18% – into fans.

    Roger quite rightly calls this a “no brainer” – merely showing someone that you care about their opinions is a good way to turn people into advocates who will buy your stuff in future.

    And not only that, 70% of consumers reversed the negative review by either revising it, or by posting up a follow-up.

    With that kind of evidence is there any reason not to monitor and engage with what people saying about you on the Web?

    Image – ky_olsen via Flickr / Creative Commons

    • Blogger Outreach: 8 Tips for Managing Brand Promoters & Detractors (
    • Replies Can Change Customer Minds (
    • Catching Your Promoters and Detractors “In the Act!” (
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    Tags: Customer, facebook, Hearing, online customer service, twitter

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