Receiving negative customer feedback also creates opportunities to engage with customers further and build genuine relationships that build credibility. Understand your stakeholders’ needs, make recommendations, and create more opportunities for customers to feel seen.
When you have identified the areas that are coming up in negative reviews and complaints, go further. What is the brand promising and what is it delivering? Analyse the internal and external environments, and create ways to match expectations.
Customer complaints also give an opportunity for a brand to drill down its systems and fix the structural issues that must be resolved in order for reputation to also improve. Is the complaint about communication, processes or quality of service?