Brands must admit their mistakes in response to legitimate negative reviews

New Ideas in MarketingEssential news for marketers, summarised by YouGov
June 24, 2019, 7:14 AM UTC

Positive reviews can be leveraged as testimonials on the company website.

This piece recommends ways in which businesses can handle customer feedback. While dealing with negative feedback, the author suggests admitting the brand’s mistake and identifying a way to make it up to the consumer.

By doing this, companies can appear to be customer-centric and demonstrate that they are committed to providing customers with better aexperiences. Additionally, brands could ask reviewers how to best serve them. This must be backed by action.

The author recommends seeking permission from reviewers to publicise their positive comments by using them as testimonials on the company website. A legitimate, well-written, thought out and honest review of brand can serve as a reference for potential consumers.

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[3 minute read]