It's a fact that 90% of customers read online reviews before visiting a business or making a purchase. If you are in the travel sector, then you know more than most, the power of the 'TripAdvisor Phenomenon'. Customers are savvy, they want to read other customer reviews before parting with their money. It's not enough for the brand alone to promoting themselves - where is the credibility in that? We have seen a rise in the power of reviews and recommendations over the last 5 years, across many industries and sectors.
So if you haven't already, it is certainly time to give some attention to your digtal, public-facing reviews. There are many ways that you can collect, showcase and massage these reviews, but the trick is knowing how.
To kick off this learning series, today we are going to provide you with a guide on 'How to Respond to Negative Reviews'.
Receiving a bad review can be upsetting, but sometimes it is a good indicator that something may need to change in your product or customer service.
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