Sie werden im E-Commerce mit negativen Bewertungen konfrontiert. Wie bewahren Sie die Online-Reputation Ihrer Marke?
Tauchen Sie ein in die Kunst der Markenresilienz. Teilen Sie Ihre Strategien, um trotz schwieriger Bewertungen eine hervorragende Online-Reputation aufrechtzuerhalten.
Sie werden im E-Commerce mit negativen Bewertungen konfrontiert. Wie bewahren Sie die Online-Reputation Ihrer Marke?
Tauchen Sie ein in die Kunst der Markenresilienz. Teilen Sie Ihre Strategien, um trotz schwieriger Bewertungen eine hervorragende Online-Reputation aufrechtzuerhalten.
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Negative reviews are part of the e-commerce journey, so don’t panic. Respond with empathy, as customers may have missed a step causing their frustration. At #Trax, we have a dedicated team to convert “angry customers” into satisfied ones. We reach out, listen, resolve their issues, and ask them to update their reviews once they’re satisfied. We go the extra mile, offering courtesy calls, apology letters, gifts, or discounts when needed. This approach has been effective in maintaining a positive online reputation.
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You need immediate attenition to these as 90% of customers would definitely prefer reviews over buying for the first time. If your brand is getting negative reviews, one must immediately contact the customer and check what is the root cause. For example for a brand at amazon the problem of negative reviews was because they have not update the size as per geography. The size of Asians don't work for Americans. So yes find out the issue, resolve on the spot and get it resolved and hence turn negative into positive reviews.
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Respond Promptly: Acknowledge negative reviews quickly to show that you value customer feedback. Stay Professional: Maintain a calm and professional tone in your responses, even if the review is harsh. Address Specific Issues: Clearly address the concerns raised in the review, providing solutions or explanations where possible. Offer Compensation: If appropriate, consider offering a refund, replacement, or discount to resolve the issue. Encourage Positive Reviews: Prompt satisfied customers to leave positive feedback, which can help balance negative reviews. Monitor Reviews Regularly: Keep track of reviews to identify patterns and areas for improvement.
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To uphold your brand’s online reputation amid negative reviews in e-commerce, respond promptly and professionally, addressing each concern with empathy. Offer solutions to resolve issues and demonstrate your commitment to customer satisfaction. Encourage satisfied customers to leave positive reviews and monitor feedback regularly to identify trends and improve. Transparency, consistency, and proactive customer service help rebuild trust and maintain a positive brand image.
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Reviews in ecommerce is a MUST-HAVE. Doesn't matter, good, bad or in-between... 1. You need reviews on the category page (some fill of a total 5 star, as well as how many reviews have been given). CTRs drop if there are no reviews. 2. Reviews (stars, and link to the actual reviews) should be above the fold on the PDP. Clicking it should lead to all reviews. 3. Image and video reviews should preferably be added. 4. Added bonus for AI generated summary of reviews. 5. Always ask for a review after a purchase!
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