A simple reply turns 1/5 of detractors into fans

Mar 18, 2011 by

Why bother engaging with people who are less than complimentary about your brand online?

Here’s why – According to Harris research (via Roger Dooley’s excellent blog ), simply sending a reply in response to a negative review will turn almost 1/5 detractors – 18% – into fans.

Roger quite rightly calls this a “no brainer” – merely showing someone that you care about their opinions is a good way to turn people into advocates who will buy your stuff in future.

And not only that, 70% of consumers reversed the negative review by either revising it, or by posting up a follow-up.

With that kind of evidence is there any reason not to monitor and engage with what people saying about you on the Web?

Image – ky_olsen via Flickr / Creative Commons

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