Negative service and product reviews are tough to handle on many levels. First and foremost it is becoming increasingly difficult for the average consumer to tell the difference between a genuine review and one that has been planted or is simply an over-reaction. In addition, just because someone posts a negative review has little or no bearing on if that person had a truly bad experience.
Bad customer experience is a relative thing. Some people gripe at miniscule “issues” and blow them out of proportion. Others scream and yell at anything as a way to derive some power in a situation. Still others are just people that most others don’t want to interact with anyway because they are just miserable human beings in every sense of the word.
For business owners, however, the truth is that no matter where or how that negative review came about it can have a potentially serious impact with the worst-case scenario being a lost sale or, even worse, lost future sales.
Cone, a marketing agency out of Boston, recently released survey data that will raise a few eyebrows for sure. It says that 80% of people have changed a purchase decision due to a bad review they saw. Ouch. This chart shows the power of reviews.