8 Ways to Respond to Negative Reviews and Online Feedback

How leading brands handle critical customer comments

Your customers will be the biggest champions and critics of your business – and both types of feedback play an important role for your business. Positive feedback lets you know what your business is doing well, and negative feedback offers you opportunities to build a stronger product, customer experience, marketing approach, or all three. Almost 90% of reviewers who have left a negative review expect a response from the brand. Whether it’s a public reply, an offer of future discount, or an offline discussion, shoppers want to know their feedback is taken seriously.

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