If you have been following our blog, you probably understand the importance of customer reviews by now. They hold a very great impact on a brand’s online reputation. But let’s be honest, customer reviews may have a lot of benefits to us as a business, but we do hate a lot of things about them.
Don’t worry, it’s natural. We are all human beings and it is our instinct to get angry when things don’t work like we want them to.
Here is a list of 5 things we hate the most about customer reviews.
1. They’re unpredictable
For a business, having things under control is very important. You may get successful in creating one of a kind product or service and you may as well deliver it successfully. However, there would still be chances that a customer posts something bad about you in the reviews. There could also be a situation where a customer comes up with an issue and you resolve it just fine. But to your surprise, he posts a bad review because he had to complain in the first place.
So, you never know what would they write about you – it’s all unpredictable. And for a business that is pretty annoying.
2. They can ruin a brand’s image
Customer reviews are more than just a tool for people to share their thoughts about your business. They can always become a weapon of mass destruction for your brand’s image. If you have a huge number of positive reviews, a couple of negative reviews can easily ruin your reputation in the market. It is already an established fact that people do read reviews before making a purchase. According to Brightlocal, 93% of people use reviews to determine whether a brand is good or bad.
So, even a few negative reviews can spook out a good amount of potential consumers.
3. People take more interest in negative reviews
A lot of customers today, know that some companies use fake reviews to shine-up their image. Therefore, a lack of negative reviews could also harm your chances of getting new customers. According to a study done by Reevo, 68% of customers would trust a company more if it has both positive and negative reviews. Also, if they don’t find any negative reviews about the company, they suspect the reviews to be fake or censored.
We know, on one side we’re talking about the cons of having a negative review and on the other side we are suggesting you have some. Actually, there still are ways you could have negative reviews and save your potential customers from rushing away. To learn about those techniques, read our previous blog “What to do when you only get 1 Star?”.
4. You regularly need to update them
You may have a good portfolio with a lot of good – but old – reviews, they can give your potential customers an impression that your brand is outdated. In the corporate world, it doesn’t matter that how good you performed last year, customers are more concerned with where you are today.
So, your customer reviews must also stay updated and you need to keep getting the latest reviews from your customers. Or else potential customers would think that your brand is no longer a hype or you’re not taking care of it anymore.
5. Anyone can post false reviews
Finally, a big hazard of customer review system is the threat of false reviews. There may be a jealous competitor in the market or even a disgruntled ex-employee who wants to put you out of the business. It is pretty easy for them to post a fake negative review about you and then get away with it.
This fake review can possibly blow up your brand’s image in the market. So, you need to save your potential customers from such traps and keep your image clean.
No doubt, it is hard to cope up with customer reviews and maintain a good brand reputation at the same time. But, their importance cannot be denied. Things could always go wrong in any situation but it is our responsibility to be prepared for every backfire. A good strategy must always be there to back up your reputation management activities.
However, you can also find some of the tips in our previous blog – “Why It’s Easier to Succeed With Reputation Management Than You Might Think?”.