Responding to Online Reviews Can Have Significant Benefits for Brands

Brands can spin feedback – even negative – into positive results, says Bazaarvoice in the latest edition [pdf] of its Conversation Index. 7 in 10 survey respondents indicated that a brand’s response to an online consumer review changes their perception of a brand, most commonly by making them feel that the brand really cares about customers (41%), that it has great customer service (35%), and that it is trustworthy (22%). What’s more, shoppers who read brand responses to negative reviews showed significantly higher product sentiment and intent to purchase. (more…)