Confused? Let me explain.
There are not two equal customers. Customers appreciate differently features in products/service. For example, I was reading reviews and comparing features from two smartphones. I read reviews/comments from one of them saying it was a fantastic device but it was too slow rendering videos. And this was the biggest complaint or negative comment. This complaint was irrelevant to me because I never use my smartphone to render videos and it did not discourage me from buying that smartphone.
Negative reviews are a powerful way to gain insights about your products, and paying attention to customer feedback presents a tremendous opportunity to respond and fix problems.
Customers are more forgiving than you might think. They understand that businesses grow and that they have the capacity for improvement. How you react to feedback will determine whether they want to give your business another shot.
Growth and innovation
Negative reviews are opportunities for improvement. Improvement can lead to growth and innovation.
Businesses also need negative reviews to grow and innovate! 🙂
Of course, there are different types of negative reviews. Reviews giving one-star without any note; these ones are not useful. And there are some irrelevant reviews, that have nothing to do with your business. For example, imagine that you are in the hotel business and one of your customers writes this review: “one-star – I was there for the weekend and the hotel and the staff are fantastic, but it was raining all the time… “
Well if you didn’t promise good weather and if you don’t have a contract with San Pedro, the bad experience has nothing to do with your business.