How Responding to Negative Feedback Improves Brand Loyalty

In a society where competitors are at our fingertips, client loyalty is the most reliable form of marketing. In this article, we will be looking at how responding to negative feedback can improve your brand’s loyalty. Not only replying to comments in a personal way but the benefits of future customers seeing how you approach the situation.

Responding to feedback makes people feel heard

When customers feel that they are being listened to by the business they follow, it increases their trust in that company and makes them more likely to stick around. Customers want the companies they follow to be trustworthy and provide excellent service; when you reply to comments authentically, you show that you value your customers and want to give them a good experience.

It can improve their opinion of the company. When customers feel understood, it also enhances their view of the business as a whole. Respond to negative feedback with honesty and an apology. Listen to what the customer has to say before jumping into your response. They will be more likely to buy from your brand again. They’ll feel like they’re not just another dollar sign. No one wants to feel used, especially by a business.

Feedback helps you improve

All businesses should make an effort to collect feedback from customers and implement what they’re requesting to the best of their ability. Feedback, no matter if it’s negative or positive, is the best way to understand what customers want and need from your company. The more you know about your customer, the better you can address their needs with great products or better services. Sometimes that means listening to complaints as well as compliments.

In today’s technological society, consumers are always skeptical of almost everything they buy. 93% of shoppers say that online reviews impact their buying decision. Positive reviews take the risk out of a buying decision by proving a business’s credibility and authority. More Facebook likes, and Twitter followers mean more brand authority for the company. A negative review can leave you crumbling, but the comment can turn into a positive with the right mindset and approach.

What to do with Negative reviews

It’s almost unavoidable. There will be criticisms about your product or service on social media. Take a deep breath. The world has not ended. Don’t turn off your reviews! Remind yourself that this customer is not necessarily the first of many other customers who are going to complain. If people are going out of their way to voice displeasure with the brand or product, it means they care enough about what they have purchased for them to leave.

When customers are disappointed, they want the company to be responsive and trustworthy. Responding to comments personally is one of the best ways a company can value and respect its customers. That includes prompt responses to negative feedback. One of the best ways a company can value its customers is by responding immediately- no matter if it was about price, service, or quality- so that customer doubts do not affect whether this will happen again.

For example, Nike has customer service agents who reply to reviews and provide excellent, quick service. You may not have a big team or be as big as Nike, but they’re well known for their quality customer service and are a top choice as a good brand.

The key is to build a personal connection with customers by understanding their needs. In Nike’s case, this means following up on every complaint or issue with the company. When customers see your response rate at 100%, they feel more respected by you because you’ve shown that they are important enough for your team to address them all promptly.

76% of consumers believe that how a company treats its customers has a real impact on its character. But also 46 % of customers will remain loyal, even after a bad experience.

Don’t ignore the negative feedback

You work hard to provide them with a good experience. As you know, this improves the position of your brand. It can be hard for some people not to react quickly in poor taste to negative comments. Or spiral off into a negative space and feel like there’s no escape. We don’t want to listen to valuable advice in either of those places – especially if it’s something we don’t want to hear.

Responding to comments personally is one of the best ways a company can value and respect its customers, even if they’re complaining or posting something negative.

You should not ignore negative feedback! Responding can go a long way in strengthening brand loyalty – especially if you follow up with a personal apology and take steps to fix the problem (if possible). Other customers will see that you responded and understand you’re active on your social sites and want to connect with them.

Responding to feedback

Shared values impact your ideal customers

 Brand authenticity is a relatively recent concept, which Millennials considerably push. They’ve been increasingly vocal about their request for authenticity. Both Millennial and Gen Z consumers ask that businesses care for more than just profit, and if they can’t recognize that in your brand, they won’t delay in looking for a brand that does. 

64% of consumers cited shared values as the primary reason they stick with a brand. It turns out that shared values and mission statements are what drive customers to stick with brands. As a result, today’s customer needs more than a product or service; they need an experience that aligns with their vision for themselves. 23.5% of loyal customers will be driven away by lousy customer service.

How to demonstrate your values

Talk about them. Consumers demand brands, to be honest. Build trust through transparency. Being transparent is one of the most important ways we can earn our customer’s trust and loyalty. Talk about what’s going on in your life, your struggles, what you’ve overcome. People want to connect with people. What’s behind your social media/website? Consumers believe 86 percent that the most critical factor when considering a brand is authenticity.

Another great way to demonstrate your values is to get involved in social causes. If you’re worried about getting engaged in politics, try collaborating with a charity or fundraising event instead. You’ll never please anyone, so stop avoiding offending anyone. If someone is bothered, they’ll comment about it, which provides more engagement. If it’s a comment against a cause, it will invoke lots more comments, which will increase the reach of your post. Not only will more people see that you care about a particular cause, but they’ll also feel the need to defend you. This is the ultimate brand loyalty.

Feedback from clients matter

It Builds Brand Loyalty

Companies use various marketing tactics to boost brand loyalty, including stellar customer service, rewards programs, having a strong brand story, and community building. 

Brand loyalty starts with having an excellent product or service that meets your customer’s needs. However, while this is essential, it’s not enough on its own. To ensure your company has lasting brand loyalty, you need to provide stellar customer service by responding quickly and thoughtfully to negative feedback. This builds your customer’s trust and allows them to communicate more effectively with you about what they want from their experience.

A survey by Forrester revealed that 74% of consumers say they would recommend a company that offers more personalized service, versus only 43% who said the same for companies without personalization. 60% of consumers recommend brands they love to friends and family. Over anything, the best way to build brand loyalty is through word of mouth. This could be as simple as your followers tagging their friends in your posts’ comment section and bringing you traffic.

Responding Provides Social Proof

Responding to negative feedback also provides social proof. And to get people on your side, you need this. Encourage followers to give you reviews, and posting any user-generated content is an excellent form of marketing. Not only are followers potential leads and conversions, but they’re also an excellent source of customer feedback. Listen to what your followers say and be quick with a response so you can make it right before the negative review goes live or the disgruntled follower deletes their account. 

Brand Loyalty

Your content game is key

 Building authority on social platforms means posting high-quality content regularly—the more influential the content, the more possibilities you have to prove your expertise. The more authority you have, the easier it is to convince followers to become loyal to your brand.

Create content in your voice, using your expertise. Having a solid strategy in place is critical. Be willing to use images, videos, and sound clips to connect with your customer. Be creative. Be you.

The biggest mistake businesses make is not being physically present on social media channels. Remember that the key is engagement with your followers. The more engaged you are with them, the higher your loyalty rating will be.

Customer loyalty is more important than ever, but consumer expectations are ballooning as online competition grows. To thrive, brands need to meet those expectations and develop a deeper understanding of their customers and seek out opportunities to add value to their experiences. 

Conclusion

Your brand’s loyalty goes up when you respond to negative feedback. Customers want the companies they follow to be trustworthy and provide excellent service. Responding to comments personally is one of the best ways a company can value and respect its customers. That includes prompt responses to negative feedback quickly and with care.

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