Question

With the advancement of consumer-empowering technologies, consumer online reviews are becoming a powerful agent to transform consumer decision making. At the same time, businesses need to respond to online negative reviews because of negative complaints' impact on consumer decision. For the responses to online negative reviews, what kind of organizational plan can you recommend?

Answer 1

I will take three types of strategies:

Improvement: Firstly, my strategy will be to take the online negative reviews constructively to continually improve products, processes, customer service level, etc. Negative reviews can really help a firm identify many areas of improvement. Therefore, my first strategy will be to take as much learning as possible for improvement from the negative reviews. Improving processes, products, services will be the most effective way of responding to the negative reviews.

Resolution: Secondly, I will try to reach out the aggrieved customers to resolve issues they are facing by directly contacting them. Some issues can be resolved immediately by addressing the problems faced by customers. Such instances can be used as opportunities to create a good image by refunding the customer, or providing a discount coupon, etc. This will help convert the negative reviews into positive reviews.

Legal action: Thirdly, if the negative reviews are organized plans of competitors to harm our businesses, my strategy will be to gather facts and take appropriate legal actions against the parties involved.