By using the peer-to-peer network, current customers are trying to help inform future customers whether to buy or not buy a product.īy responding to a product review, the company is actively damaging this relationship. The goal of this review is to highlight the good and the bad of the product. And it should be done in a timely manner.Ī product review left on a site like Amazon does not have the same intention. This is a case where responding to a negative review (or “post”) is acceptable and encouraged. Most customers understand bigger companies are following mentions on Facebook and Twitter and are actively looking for a response.
A Facebook or Twitter comment was written with the intent of starting a conversation. Product ReviewsĪ comment on social media is not the same as a product review left by a current customer. Should you respond to these negative posts? The simple answer is no, but there may be opportunities to respond in different ways. Like most companies, your products probably have a few reviews in the one or two-star range. More than 90% of all consumer purchases involve reading at least some of the reviews left by current customers.
As a company, you have come to realize the power of product reviews.
