How to Use Negative Reviews to Increase Online Reputation Management?


Keval Padia

When you operate a company, you're likely to get some unfavorable feedback at some time. Even the best-run businesses are unable to please everyone, and when this occurs, some customers turn to ratings and reviews to voice their dissatisfaction.

Do you put in a lot of effort to get positive feedback for your company? Negative reviews may appear to be a red flag at first glance, but they are inescapable, and a local SEO service company would definitely know how to deal with a negative review. No company can please everyone, therefore it's natural to receive mixed assessments, even though the majority agrees.

However, only because you receive unfavorable client feedback does not indicate your company can't be successful or develop. Negative reviews might be used to strengthen your present marketing approach and solve the concerns and issues that have been raised.

This will assist your brand in attracting appropriate clients who value your products and services and will return.

Should I remove negative reviews?

You could be surprised, but bad reviews should not be deleted. Negative reviews have a highly good effect on the company, sales, and SERP visibility, which may seem illogical.

What do you mean by the negative review as per SEO?

Customers' feedback and ratings are valued by Google, thus any reviews you receive will have an impact on your local SEO services. It's a good idea to have a proactive strategy in place for responding to Google reviews quickly and effectively. Any online reference of your business has the ability to influence how people perceive your brand. You should monitor your reviews and reply to those that may be harming your search rankings or scaring away potential clients.

How frequently do people leave negative reviews?


The thing about negative reviews is that they aren't as common as you would believe. In a poll conducted by ReviewInc in 2022, it was shown that 65 percent of consumers do not leave negative reviews when they had an unpleasant experience.

The significance of negative reviews and how they might aid in the growth of your company

Before the digital era, we relied on testimonials from our friends and families. However, we now consider a plethora of additional considerations while making business decisions. Instead of good, old-fashioned word-of-mouth recommendations, rewards programs, brand reputation, and trustworthy online reviews have taken their place.

Consumers today examine 97 percent of product reviews before making a purchasing decision. Online reviews are considered an important resource by 89 percent of them. In order to make informed purchasing selections, 85 percent of consumers check for negative evaluations. This ratio soars to 91 percent among consumers aged 18 to 29 years old. Too many favorable reviews may appear fraudulent to certain customers, so be cautious.

Here are three strategies to help with the process of using negative reviews in a constructive way to improve your business

  1. Build Your Audience's Trust

    Customers don't expect to find only five stars when they look up your company's ratings. It's absurd to expect a company to never have a dissatisfied customer or receive a negative review. If that's all people find while searching for your brand, they'll be suspicious.

    Negative reviews, like it or not, help your brand gain credibility with your target market. People realize that no company can satisfy everyone, therefore a business with 100 percent five-star reviews will immediately raise doubts.

    Take negative comments in stride and realize that they might really help your business flourish rather than hinder it. It reflects your company's openness and contributes to its excellent image.

  2. Boost Customer Interaction

    A customer chooses to share their experience with you when they leave a review. Customer feedback allows you to improve your marketing methods while also addressing customer issues and concerns. You can increase client interaction and establish loyalty with your audience by doing so.

    Respond to unfavorable evaluations by acknowledging the issue and offering a solution. There's little you can do about mistakes you've previously done, but making an attempt to please customers goes a long way. They want to know that you are concerned about their experience and that your business is about more than just making money.

    Responding to negative criticism and offering solutions to your clients is not only beneficial but also required. If your company has made a blunder, apologize politely and show that you understand their dissatisfaction. You may then ask for further information if necessary, and encourage your consumers to interact with your customer support team so they're more likely to return.

  3. Identify issues

    Negative feedback can be intimidating at first, but without it, you wouldn't be able to uncover any problems with your procedures. Whether it's customer service, products, a website, or something else entirely, you want to make sure your approach is as refined as possible in order to achieve the best outcomes.

    You need to know what's working and what isn't in order to develop your business. Negative reviews don't hold back when it comes to revealing information about your company that needs to be improved. You can't improve what you don't know about yourself, so even if you don't like getting them, they're vital and beneficial.

    As a business owner, you need to know what works and what doesn't in order to enhance your company. Negative reviews aren't afraid to reveal information about your company that needs to be improved. You can't better what you don't know, therefore even if you don't like them, they're vital and beneficial.

Tips to handle negative reviews for any business

As a result, here are the top strategies for dealing with unfavorable reviews that will certainly be received by all organizations.

  1. Quickly respond

    If someone is unhappy enough to write a negative review, they usually do so shortly after the negative encounter. And they're going to anticipate a quick answer. It's the ethical thing to do, and it also helps to mitigate the harm.

  2. Answer thoughtfully

    Aside from being prompt with responses, all review responses, including unfavorable ones, should be valued for what they are. This feedback is likely to help your team understand some of the less-than-smooth aspects and pain spots clients see in their daily interactions with your company.

  3. Answer honestly

    The majority of negative reviewers – and consumers in general – prefer an open and honest response to a real mistake, with the expectation that their complaints will be handled fairly and sympathetically.

  4. Keep It Appropriate & Kind

    There's no denying that some reviews are extremely scathing. Regardless, a company should never go to that level of incompetence. Maintain a professional demeanor, remember to consider the customer's dissatisfactions, and always apologize. Remember that organizations that do not act properly and do not resolve a negative issue by satisfying a dissatisfied consumer stand to lose a lot more.

  5. Make each response one of a kind

    They aim to have an impact not just on the people who run the company under evaluation, but also on the company's future so that others don't have to go through the same difficulties they had. Giving people the attention they deserve is one of the simplest ways to demonstrate this to them.

  6. Never let it become personal

    Be thoughtful and unique in your response, but avoid getting personal and never attack or counterattack. Even if you recall the exact person who left the review and know they were not acting completely, handle it like a true business professional with so much more to lose.

  7. Monitor Your Online Reputation

    The only sure way to stay on top of all reviews is to keep an eye on your web presence. By doing so, you'll be able to implement all of the previously discussed strategies for dealing with reviews, ensuring that your company is well-positioned for success both online and off.

  8. Learn how to use review and rating sites

    Business stakeholders must also comprehend how reviews and rating sites work in order to properly comprehend the impact of reviews. At times, several platforms are beneficial for various reasons. Understand how the platforms work and which platform is best for your reviews in terms of consumer effect and business reputation to get the most out of these reviews.

  9. Request the removal of any reviews that are false or misleading

    It's sometimes the competition or any former coworker. It's sometimes even a potential consumer who never became a customer who tries to vent their frustrations on the company for whatever reason.

    Most terms of service agreements prohibit these types of evaluations, and they can be removed if reported to the platform's right administration.

  10. Encourage your customers to leave feedback

    The greatest method to ensure that delighted customers submit positive evaluations is to encourage them to do so. Consider the power of reviews and the power of good business if you want to consistently increase your reputation.

    Recommend that those satisfied consumers post reviews on Google, Facebook, Yelp, and other mainstream sites, as well as industry-specific sites that affect brand reputation in your niche.

  11. Conclusion

    Receiving unfavorable feedback on your products and services can be intimidating for a business owner. However, it's an excellent approach to engage customers, improve user engagement, address existing issues, and strengthen your marketing strategies. You're on your way to more conversions, customers, and revenue as long as you use them to improve. Hence these strategies you can employ to improve your business as a result of unfavorable feedback. As a professional B2B digital marketing agency Nimblechapps understands the importance of negative feedback and deals with it patiently.

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