How To Turn Negative Customer Feedback Into Positive Feedback?

Author
Dropthought
Published on:
Wed Apr 19 2023
Categories
Customer Experience

Customer feedback is important for the success of any business. It can help you identify problems that need to be fixed, areas where your products or services could be improved, and new ways to better serve your customers. It's also important for identifying trends in the marketplace and keeping up with the competition—but there's another side to customer feedback as well i.e. negative customer feedback.

In any business, negative customer feedback is inevitable. Whether it’s a complaint about a product or service, or a poor customer experience, negative feedback can be discouraging for businesses.

According to reports, “86% of users will think twice about buying from a company with negative reviews”.

However, negative feedback can also be an opportunity for businesses to improve their products, services, and overall customer experience. In this blog post, we’ll explore some strategies that businesses can use to turn negative customer feedback into positive feedback.

1. Listen

The first step to turn negative feedback into positive customer feedback is to listen to your customers, understand their points of view, and empathize with their frustrations. When someone has a complaint or negative feedback about your product or service, it's important to listen to your customers.

If someone is complaining about your company product/service, there's probably some truth behind it even if it's just one thing that needs improvement!

Customers feel valued when you carefully listen to their concerns and ask necessary questions for the resolution.

2. Apologize

Apologizing is another step in turning negative feedback into positive one. When customers have had a negative experience and they reach out to you, then you should apologize for the inconvenience, apologize for their negative experience, and acknowledge that you understand how they feel.

The second part of this equation is to make sure your apology is sincere. If it's not genuine then people will see right through it and won't trust what you are saying next, no matter how great your offer or solution is at that moment in time.

3. Acknowledge the negative feedback by responding directly to it

You can turn negative feedback into positive by acknowledging it. When a customer leaves negative feedback, it's important to respond directly to it rather than leaving a general response under their review.

Acknowledging the negative feedback shows you are listening to your customers and care about them. It also shows them that you respect their opinions and value their input.

4. Take corrective action

If you have received negative feedback, make amends.

  • Offer a refund or a free service. If there is any issue with the product/service, make it right by offering your customer a full refund or another service at no cost to them.
  • Offer a discount on future purchases. If your customer wasn't satisfied with their purchase but still wants to do business with you, give them an offer in the form of a discount on future purchases as long as they stay loyal to your brand or company for some time (e.g., 6 months).
  • Give away gift cards! Many companies offer gift cards as an apology for any issues that may have occurred during their last visit. This makes customers feel more valued because they know there's something waiting for them just around the corner when they return.

5. Follow up

After you have offered a solution, it’s important to follow up with the customer to ensure that they are satisfied with the outcome. This shows that you care about their experience and want to ensure that they are happy with the resolution. Following up can also help to prevent negative feedback from spreading, as the customer is more likely to share a positive experience with others.

6. Train your team

Your team plays a crucial role in how customers perceive your business. Your customer service team can turn negative feedback into positive customer feedback. It’s important to train your team on how to handle negative feedback positively. This could involve providing customer service training, coaching on effective communication, and encouraging a positive attitude toward feedback. By training your team, you can ensure that they are equipped to handle negative feedback in a way that benefits the customer and the business.

In conclusion, negative feedback can be challenging for businesses, but it can also be an opportunity for growth and improvement. By listening to your customers, responding promptly, apologizing and taking responsibility, offering a solution, and more, you can turn negative feedback into positive feedback. By doing so, you can build trust with your customers, improve your products and services, and create a better customer experience.

If you are looking to measure and optimize personalized customer experiences, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get the detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

Learn more by simply clicking here.