Embrace and promote the Offer a response, clear up Build relationships with and gamut of existing online misconceptions, or provide help influence your community feedback about your company, further insights from your of reviewers. At this stage, it’s and contribute to these brand as a next step. Shoppers important to respond quickly, conversations. Now that the who seek out negative reviews thank the customer for their Consumer Review Freedom are more engaged with their pre- feedback, and explain how you’ll Act is in place, you can no purchase research, viewing nearly fix the issue at hand. This shows longer prevent consumers from four times as many products as that you care and will go a long expressing negative opinions, so the average visitor to a site. way toward helping to build trust. you’re better off owning up to any shortcomings and positioning them as a learning experience. STILL NOT CONVINCED? A RECENT HARRIS STUDY CONCLUDED THAT 18% OF PEOPLE BECAME LOYAL CUSTOMERS AFTER A COMPANY RESPONDED TO THEIR LESS-THAN-POSITIVE REVIEW. 13