It’s easy to fall into the temptation of lashing out when your business receives a negative review. After all, we too, have feelings! When we’re criticized, our natural instincts take over. You could either pick a fight or simply shrug it off as if nothing had happened. But nowadays, customers have the ability to broadcast their negative feedback with just a single click. So, what’s a brand to do?
Rather than addressing them, a lot of today’s businesses choose to turn the other cheek and ignore negative sentiments from customers. But we’re no longer living in a world where businesses are in control of what to communicate to their customers.
In fact, ignoring negative reviews might actually make matters worse for your brand.
However, bad reviews may not be as problematic as you may think. According to a 2017 study of over one million local reviews, the number of reviews you get has a direct effect on your brand’s performance on search engine results.
In the survey, high-ranking listings were found to have an average of 38 reviews, while the low-ranking ones have an average of 14 reviews or less. The gist of this is that the negative reviews you get are still added to the total quantity so the more reviews you get, the higher your search engine ranking will be.