Business owners should not allow the fear of receiving "negative comments/feedback" from sites such as Yelp stop us from adding user-generated content to our sites. Instead, all feedback/conversation - complimentary or not, should serve as an opportunity for owners to hear 'the voice' of our customers. There are some key points that we need to keep in mind when responding to 'the voice' of our customers::
{1} : Feedback builds authenticity
Posting the comments received from our customers- positive or negative- shows that our customer's thoughts are meaningful and important to our businesses/companies.
{2} : Negative Feedback helps our business identify areas that may need improvement,
change and or more attention.
Although difficult to hear, soliciting feedback from our customers affords businesses owners immediate insight into the thoughts of our customers/community and their responses/feelings about our products/services. Immediate response from our market/community saves our businesses valuable time, money and research. Customer/community review can impact management decisions.
{3} : NEGATIVE FEEDBACK ALLOWS FOR IMMEDIATE DAMAGE CONTROL
Negaive feedback from our customers/community allows business owners to address and remedy concerns and issues about our product/service IN REAL TIME.
We are always seeking to meet the needs of our community and target market. Adding user-generated content to our sites helps us embrace 'the voice' of our customers. To benefit most from 'the voice' of our customers, be certain to relate content to company mission and/or vision. Sam Decker, Chief Marketing Officer of Bazaar Voice Blog - "You simply cannot hide. Social networks are making it easy for people to share their opinions – and they’re doing it in real time. Ignore customer opinions at your own peril".
Does your site allow feedback from your community? Have you received 'less than stellar' reviews/feedbacl from your community? If so, how have you handled the 'negative' feedback?
What are your thoughts?
