Follow Up To ‘How To Manage Negative Feedback’

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We recently blogged about the art of handling negative feedback and reviews, and the response was great. If you are still on the fence about responding to negative reviews, please consider the results of a study by RightNow.com that explored the relationship between negative reviews, company responses, and subsequent sales.

68% of consumers who posted a complaint or negative review online were contacted by the business they complained about.

34% of them deleted their original negative review

33% turned around and posted a positive review

18% became a loyal customer and bought more

Now those are numbers well worth your time and effort, right?

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