How to deal with consumers' bad reviews

Bad reviews occur because consumers have a bad experience after purchasing products, which is inconsistent with expectations.

What will consumers do after having a bad consumption experience?

One is not to give feedback and not to admit it.

The second is to give feedback to the merchants, express dissatisfaction, seek solutions, and usually ask for compensation.

Third, bad reviews are written on external platforms, such as Zhihu and public comments.

So how to deal with bad reviews?

For the first kind of consumers, we should actively collect the use feedback, and at the same time establish a feedback portal for consumers' complaints and suggestions, so that dissatisfied consumers can have a channel to communicate and vent, and improve and enhance the product experience in a targeted manner.

For the second kind of consumers, we should actively face the problems and negotiate with them. At the same time, it is necessary to set the ratio of refund and return in advance, and try to satisfy consumers within such a budget ratio, although there may be some unreasonable requirements. If it exceeds a certain proportion, such as 10%, then it is necessary to carefully analyze and sort out the reasons, and consider whether to rebuild the product, modify the terms of service content, or adjust the publicity copy.

For the third kind of consumers, you can use the official account to contact and ask what happened, and repeat the action for the second kind of consumers. At the same time, we should guide praised users, help us publicize the good experience of products, and give certain rewards to promote the sharing of praised users, so that potential consumers can hear more than one voice. Moreover, product sharing on social platforms should be listed in the product promotion plan and occupy a part of the promotion budget.

In short, we should pay attention to the negative feedback of consumers, actively face solutions, constantly polish products, enhance consumer experience, and guide users to share, so that products can be invincible in such an era of competitive incentives.

Personal essay, looking forward to communication.