How to Create a Positive Customer Experience After A Bad Online Review

a review

Photo by Markus Winkler

With the prevalence of customer review sites such as Yelp and social media networks, it’s not a surprise when your business receives negative customer reviews. You should minimize any issues and offer creative customer support in an effort to create a positive customer experience. However, you can turn the customer who gave you a negative review into a loyal customer. One of the ways to increase customer experience is through customer satisfaction. Interactive decision trees is an example of a tool that you can use to deliver the right information to customers and create self-service guides.

Creating a positive customer experience

How can you manage a negative review from a customer? Let’s find out more.

Apologize Publicly 

Take a moment and apologize for the bad customer experience publicly. You can do it on social media or an online review site where the comment was posted. The first step in resolving any customer issue is to acknowledge that your business or helpdesk could have done better. Incorporate social CRM into the process to track the comment as if it was an open customer complaint.

Propose a Resolution

In most cases, an apology is not enough. To make up for a poor customer experience, offer a resolution that goes above and beyond normal customer service. If necessary offer a free product or service to help correct the situation. Resolve the details privately and you’ll be on your way to reversing the negative customer experience into a positive one.

Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree