“Your most unhappy customers are your greatest source of learning.” – Bill Gates
Remember ‘that’ time when hitting the delete option or simply ignoring negative feedback for your product/ services was the easiest thing to do?
Since then, we’ve all witnessed drastic tech evolution. As a result of which, organizational processes have become more transparent. And, hiding from negative feedback is not an option anymore. This is why brands today are embracing negative feedback from their customers and utilizing it to improve their products and services.
And online communities have become a major outlet for brands to tap into customer reviews and offer them true value for their investment. But what’s the right way to convert negative feedback into positive? Let’s find out!
Why Does Customer Feedback Matter Anyway?
Your brand’s reputation and the image is the answer.
Customer feedback or social proof has become a critical aspect of a buyer’s decision-making process. Users, today, are forever on the lookout for authenticity and information. And before making a purchase hastily, they prefer scouring the internet for user reviews, testimonials, and true experiences.
Customer feedback, whether negative or positive, can immensely help your brand in understanding its customers. You can tap into their expectations, needs, and requirements, and work on improving their products and services based on that.
This way, not only do the customers feel heard, but they also develop a sense of trust with the brand.
This is where online communities come into the picture. They are excellent mediums for brands to get deep customer insights and win their loyalty and trust.
How to Turn Negative Feedback Into Positive Customer Experience via Communities
Your community members might not be happy with your services. In this scenario, they’re likely to type in negative feedback for you in the community. This may start off a trail of negative feedback as fellow members chime in to share their own personal experiences.
This is where you should step in to take charge. The key to turning negative feedback in the community into positive is to address the challenges that your customers are facing.
You must –
1. Listen to Your Customers Carefully: Pay attention to what your community members are posting, their comments, and suggestions. Be prompt in replying to your community members with viable and authentic solutions to combat their problems. You will be able to win their trust by delivering first-hand support to them in the community itself.
2. Offer Personalized Solutions: You cannot expect your customers to find all solutions through the knowledge available in the community. In certain cases, they’d need assistance from you. That’s where you must ensure that they get the desired assistance, at the right time. Provide your customers personalized assistance in case they’re not able to solve their queries via self-service initiatives.
3. Refrain From Moderating Every Post: If your community has only positive reviews, it’s not authentic. Ensure that you don’t delete negative comments from the community. We say this because this way, more genuine conversations will flow, enabling you to garner the attention of more potential customers.
More than the brand, people trust their peers. Keep your community authentic and let conversations flow naturally. Assist your customers whenever they get stuck. If you deliver a seamless experience to them, their negative feedback is surely going to turn into a positive one. Be open to criticism and use that feedback to enhance your services.
Our community wizards are always here to help you.
Wish to Build Robust Online Communities That Boost ROI and CX? Talk to Us!
Team Grazitti is adept at creating multi-dimensional online communities that talk ROI. If you wish to know more about our online community-building expertise, take a look at our initiative-Community Management as a Service. You can also drop us a line at [email protected], and we’ll take it from there.
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