How should a business deal with negative online reviews? This question has become particularly prominent after Sea View Resort on Koh Chang sued a US man for posting 1-star TripAdvisor review. The unhappy customer could now face up to two years in prison if found guilty. Although there is little doubt that negative reviews may have a direct impact on a company’s reputation, taking legal actions may not be the best solution. Below is some advice to help you manage your reputation by using negative feedback:

  • Reply: Only promoting positive feedback is not enough. Negative reviews should be treated as important as positive ones if not more so. Responding to negative reviews shows that a business cares. According to a study conducted by Reviewtrackers, 45% of consumers say they are more likely to visit a business that responds to negative reviews.
  • Transparency: Potential customers and stakeholders are more inclined to trust and purchase from a familiar brand with a good track history. Good track record is not just about getting positive reviews but also having the right balance of critique. A history of improvement can sometimes be seen as more trustworthy than a brand with only good reviews.
  • Reflecting: Collecting star ratings and comments is fine, but it is just a start. You can use the feedback to create social media posts to engage and build trust with your stakeholders. Use the insights gained from the reviews to further optimise the communications plan and increase the organization’s public performance.

A positive online reputation helps customers trust businesses, converts searchers into leads, and boosts local search rankings. Our consultants can tailor-make a reputation management funnel for your business. Visit our website today for more information or get in touch with us by email.