A simple reply turns 1/5 of detractors into fans0March 18th, 2011Uncategorized
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
Tags: Customer, facebook, Hearing, online customer service, twitter
- Blogger Outreach: 8 Tips for Managing Brand Promoters & Detractors (customerthink.com)
- Replies Can Change Customer Minds (neurosciencemarketing.com)
- Catching Your Promoters and Detractors “In the Act!” (customerthink.com)