#but that shows how much the audience wanted to see/hear the wisdom saga

[sky-pen]

Guys, be proud of yall selves. Both live streams today alone leveled out to about 100k people watching. Before the copyright strike, it was closer to 110k, including those in Luke's stream (assuming that they had Jay's stream up as well). The second stream was closer to 95k. This is a big jump just from the lightning saga, which had 75k watching. About 30k more people watched this live stream, alone. Like holy shit.

[skylarkva]

Day After Thoughts on the Vengeance Saga

I was super hyped for the Vengeance Saga, as I am with every saga release, but after sitting with it and digesting a bit, I think Epic act 2 overall is having a pacing issue. (This is going to be super long)

Like here's the thing: the Thunder Saga? Perfection, absolutely nailed it. And then we get into the wisdom Saga, which — although I thoroughly enjoyed it— had something about it that felt off. Now with the vengeance saga I'm realizing that act 2 just doesn't feel long enough.

I loved God Games, but it felt like Athena won the gods over too easily. Hearing the snippets got me hyped, and then in context of the song, I realized those snippets being the whole verse for each god felt too quick. Most of the wisdom saga is paced alright, at least for me, but that last song has been hyped up since the planning stages, and it's a really important moment! A little more back and forth with the gods would have shown just how much getting Ody free meant to Athena.

Now I'm not just saying this because Wangui's vocals are heavenly— we desperately needed more Calypso. It makes me sad because I know Jorge had another song with Odysseus and Calypso that he cut, and I think it would have added so much had it stayed in to the final album. Ody has been trapped with her for seven years, and we see him hit his limit in Love in Paradise, but for the audience that limit is hit immediately. We aren't given enough time to really see Odysseus get desperate, Calypso not understand his needs and wants, and her trying and failing to win over a faithful married man. Because the thing is, now we get to Not Sorry for Loving You, and Calypso is absolutely broken over losing Odysseus. Why? Did she fall in love with him at first sight, or did they talk and she fell deeper in love with him the longer he was there, all while he tried to push her away? That "let me speak" moment stands out to me because of this too. Without the context of seeing those seven years, I'd assumed all Odysseus did was let Calypso speak, because what else can he do with a goddess? So is that the case and she's just being controlling here, or did she truly feel like Odysseus hadn't listened to her during their time together. Idk. It doesn't feel earned and it does a disservice to her character. Plus more Wangui wouldn't hurt. Oh the Calypso saga we could've had...

Then we get Dangerous which, I don't have many notes that song hurt me and then was funky. I love Hermes, moving on.

Charybdis felt underwhelming to me, I feel like it ended too soon. Which could very well be the point, I had just gotten hyped off of the snippets and felt the final battle wasn't as impactful as I'd been expecting it to be. The ending destroyed me though, Jorge did an amazing job there, knew exactly how to stomp on my heart.

Get in the Water was the other song besides Scylla that I had been waiting the entire musical to get to, and I think it was executed almost perfectly, I really have no notes there either.

Six Hundred Strike....oh Six Hundred Strike. It was epic, it was chilling....but the first half just does not fit into the rest of the show musically. I'm mostly talking about once the six hundred men chant starts up. I love Aeolus' theme being used as an instrument, like I actually adore it so much, but those dang drums... For me it shoots straight past "this is a boss fight so this is a video game reference" into "this is Poseidon's boss theme for the Epic fighting game". That part of the song is the first time I've really said to myself "I can't see this on stage". Especially considering where Get in the Water ends musically, this just feels really jarring to me. I actually don't have any problem with Odysseus stabbing Poseidon. This isn't a mortal vs a god anymore, this is a monster vs a god, and a monster that god created at that. I think to make it feel less overpowered though, it could've been fixed with Poseidon saying "alright, fine" instead of "alright, please" to get Ody to stop. Then it would've been less that he was begging and more that he was annoyed and just wanted to be rid of him and never deal with him again. Same with his line delivery of "after everything you've done, how will you sleep at night?". I almost would've liked to hear him laughing there, like in disbelief, or in a mocking tone, only for Odysseus to shut him up with "next to my wife". The wing bag jetpack is also too funny for me to take seriously so I'm gonna ignore that for my own personal head canon.

I love epic and I hope the Ithaca Saga sticks the landing. I'm just dumping my thoughts after last night lmao

[spacejellyfish3]

Thought I was joking about that essay in my last post, didn’t ya?

Well guess again.

So if you know me, you know that my absolute favorite comic book storyline, NAY, fictional storyline of all time is the incredible, incomparable, indomitable, Dark Phoenix Saga...

I love this story to death! It’s such a great tale of love, loss, pain, action, and space genocide! It’s the story that cemented Chris Claremont as the definitive X-Men writer AND catapulted Wolverine into the ensemble darkhorse we know now! What’s not to love?

But everytime DPS gets adapted, it falls flat with an unimaginable thud. There are many reasons for this, and in this tangent I will be listing the reasons why I, in all my teenage wisdom, think adapting the Dark Phoenix Saga will be a thankless, thankless result for everyone of its fans:

1–The Changes:

This is the reason I hear of the most whenever a DPS adaptation is criticized. You know the drill; they changed it, now it sucks yadda yadda I’m gonna complain to the internet about it! (Hello irony, it’s been a while...)

But in all seriousness, this complaint is a mixed bag of sorts; any adaptation has to have changes not only to be unique and original to fans new and old, but also to fit the new medium it’s being adapted into. This is true for many Marvel films; Spider-Man: Into The Spider-Verse may be adapted from the Spider-Verse event comic, yes, but it’s change of the method of transportation from The Great Web of Life and Destiny to a particle collider as well as its focus on just six Spider-People instead of thousands makes the story more clear and concise but still adhering to the roots of the comics, and while Days of Future Past’s switching up of the characters involved and plot points is annoying to some, it did so in a way that made sense and kept true to the plot of the original.

But for some odd reason, any changes made to the Dark Phoenix Saga ends in tragedy (which is hilarious to me considering how the storyline ends). The Last Stand (which I am only acknowledging as existing for the purposes of this essay, and everything besides Kelsey Grammer as Beast, Ellen Page as Kitty Pryde, and that one scene with the family in the car on the Golden Gate Bridge can go die in a dumpster fire..) changed the Phoenix from an intergalactic force to a psychopathic split personality in Jean that Professor X suppressed for years, which, to be frank, I could forgive since the 2000s X-Movies were set up to be more realistic than the comics. What I can’t forgive is the addition of characters like Magneto to a story that they weren’t even a cameo in, the numerous plot holes, the atrocious Phoenix costume, and fusing DPS with The Cure storyline for some god forsaken reason...

And while Dark Phoenix 2019 seems to at least try and be more faithful to the original story (with a Mastermind analogue, aliens, and keeping the Phoenix Force an actual intergalactic force of power), only time will tell whether or not it is as such...

2–The Characters:

In any story, the characters are one of the most important aspects. They move the plot, twist the narrative, make funny quips, etc...And for the Dark Phoenix Saga, the most important character is Jean Grey herself.

And you might be saying: “But Jellyfish, isn’t that kind of obvious?” Well, in any other case, you might be right. But for some weird reason, Jean is never defined enough as a character for us to care.

In The Last Stand, Jean is basically an afterthought while the audience is subjected to “The Professor X, Magneto, Wolverine Show”; she’s just there to act as a macguffin for the characters to fight over who occasionally has a line or two with a hint of character depth. It’s insulting how I know more about Movie!Nightcrawler (who we got to know over the course of a single movie) than I do about Movie!Jean (who we had THREE movies to get to know). Dark Phoenix 2019 does carry the positive of putting Jean in the role of main character, but we still know nothing about her because the writing in X-Men Apocalypse for Jean is very, very lacking...

In the original Dark Phoenix Saga, Jean Grey was simultaneously hero, victim, and villain. She was a heroic figure who tragically fell from grace, ultimately sacrificing herself to save the entire universe. She was a selfish, cruel, and wicked monster who cared only for her own passions and desires, with no regard for the hundreds of thousands of lives she destroyed in the wake of her malevolent acts. She was caring, kind, fiery, fierce, terrifying, vain, passionate, etc...In every aspect of her—from Jean Grey to Marvel Girl to Phoenix to the Black Queen to Dark Phoenix—you could see shades of all of these traits and emotions in her. Phoenix and Dark Phoenix weren’t two separate entities, and neither were Jean Grey and the Phoenix Force itself. Two sides of the same coin. Yin and Yang. Mortal and Goddess. Maiden and Monster.

In the end, however all these problems with defining Jean Grey’s character are symptomatic of a much larger issue that these movies continuously fail to acknowledge. That reason being:

3–Buildup:

This reason may be, in my opinion, the one that ultimately causes the failure when it comes to adapting DPS.

The Dark Phoenix Saga is one of the most impactful and powerful stories ever written, and the reason behind that distinction is, in my opinion, because of the amount of buildup it had; this storyline wasn’t done in just a few months, it had taken place over 41 issues, which is five years in real life time. There was time spent with the X-Men and building up the Shi’ar Empire and Princess Lilandra as allies and friends to them. We were intrigued by the mystery of Jason Wyngarde and his intentions towards Jean, all while the sinister Hellfire Club lurked in the shadows. We saw the gradual change in Jean Grey as she became more powerful, as she seemingly relived the life of her ancestors all while growing more unsure of her identity with each timeslip. As Jean lost control of her reality and sense of self, the audience was right there with her, trying to make sense of the world we had come to love and enjoy.

And even before all of this—before the Dark Phoenix Saga and the Phoenix Saga—from the very first issue of Uncanny X-Men, we’ve been with Jean Grey. From being the newest student at Xavier’s School for Gifted Youngsters to awakening her telepathic powers for the very first time to piloting a space shuttle in the middle of the worst solar storm in history, we’ve been with her every step of the way. And with that history, seeing that fiery redhead fight a herald of Galactus to a standstill, save the universe from destruction! It was so triumphant, so full of awe!!

And...it only served to make things even more tragic with the coming of the Dark Phoenix Saga. Seeing this girl, this heroic girl, as she was twisted and controlled and tamed and broken. As her struggles mounted, with each manipulation and lie, every use of her awesome power growing more tempting and seductive, Jean began to crack—piece by piece—until eventually she just...snapped.

To see her consume that inhabited Star like she was simply drinking a bottle of water, fighting her friends with no remorse, her kind face twisting into a monstrous mockery of a smile...It was terrifying. The buildup gave this story depth, impact, emotion! You could feel every punch, every blast of energy, every scream, every cry, every word echoing in your head and in your heart. And seeing her sacrifice—it was truly uncanny. Begging Cyclops, the man she loved with all her heart, to kill her before she transformed into a nightmare goddess of death was heartbreaking, but his refusal to do so led to her doing the unthinkable; from the moment they were abducted by the Shi’ar to face trial, she knew what she had to do. To destroy any chance of the Dark Phoenix rising ever again, she had to destroy it...and herself as well. So, to save the galaxy, Jean Grey killed herself. In the words of Uatu the Watcher:

“Jean Grey could have lived to become a god. But it was more important to her that she die...a human.”

This storyline was filled with blood, sweat, and tears. It’s a reading experience like no other. A love letter to every X-Men fan, past, present, and future. It astounded me when I first read it 5 years ago, and it still astounds me when I read it now...

And that’s why I think we might never get a great adaptation of the Dark Phoenix Saga; to build up a story like this is a undertaking. It wouldn’t be like the buildup to Infinity War, because that was done so that every character in the movie would be well-defined and known to the audience so that they would care what happened to them. If you wanted to make the Dark Phoenix Saga into a movie, you would have to build up Jean Grey throughout each and every movie before that while simultaneously building up the other X-Men too. It would require more than 5 movies to do this; introducing Jean Grey, having her in the X-Men as Marvel Girl for a 2 movies, doing the Phoenix Saga with the M’kraan crystal and the Shi’ar, another movie where she grows in power and develops, and finally the actual Dark Phoenix Saga.

This storyline is incredibly close to my heart for many reasons, not the least of which being that it was the comic book that officially got me into comic books for real. I want to see it done right so badly!!

It’s a tale of tragedy and terror. A symphony of love and loss. A story of absolute power corrupting absolutely, and the unbeatable spirit of humanity that triumphs forevermore...

[spamzineglasgow]

(ESSAY) Thinking With Vahni Capildeo’s ‘Odyssey Calling’, by Azad Ashim Sharma

In this essay, Azad Ashim Sharma voyages the fraught expanse of colonial legacy, migration and racism explored in Vahni Capildeo’s stunning new pamphlet from Sad Press, Odyssey Calling (2020). Addressing the poems through close reading and reference to critical histories and cultural expression, from Windrush to Greek myth to Stormzy, Sharma shows how Capildeo’s work, while plugged into the reverberations of historical traumas and harms, also feels into the base/bassline of a possible future, building a living intensity through and against post-Brexit Britain.

> I recently attended a conference at the Institute of Contemporary Art in London called ‘Thinking Art’ which closed with a performance-lecture by Ayesha Hameed. Hameed took the audience through videos and lyrical thoughts to Barbados and her research into the Plantationocene – a theory that looks at Climate Change from the perspective of the slave-plantation. In the questions after, Hameed discussed how electronic music had added another dimension to this long project, and described how the baseline pulled at her organs and connected her with the ground, with the roots, with history. The last words of Vahni Capildeo’s recent Chapbook Odyssey Calling (Sad Press, 2020) are: indigo blue baseline (p.34). Since its publication Odyssey Calling has pulled at my organs. In what follows I want to think with the energy and spirit of this new collection, to feel the pull of its baseline, and understand what rhythms of contemporary life Capildeo attends do.

> Capildeo’s collection of poems and musings on some of their recent creative experiments captures a moment in our fraught times that warrants witnessing, demands listening, attends to the contemporary expressions of racism whilst conjuring a ‘humming brain-cave [that] you can step into’ (OC, p.2). This pamphlet offers itself to its reader as ‘a magic gift’ which ‘create[s] active silence[s]’ from which one can contemplate a true experience of our moment (Ibid). This humming or active silence is exactly what the baseline is, a low rumble, the sound of the sub, the undercommons, a play on ‘white noise’ as ‘Azure Noise’ (p.3). It’s a sound that laps at the body bringing it into grounding and into a liquiform murmur. Azure noise is the sound that Lewis Gordon has in mind when he reflects on ‘our willingness to become ancestors’ and ‘join a stream of accountability through descendants’ (Melancholia Africana Foreword, p. xi). It is the sound of gratitude as much as it is our riotous cry against the erasure of our history. That azure-noise is the sound of this ‘brain-cave’ implies an echo, a reverberation, an openness and willingness to hear and to summon the spirits, of those who have passed on, those who have been killed before their time, and those to whom we are responsible.

> What I mean precisely by this moment is what has been described by Maya Goodfellow as a ‘hostile environment’ in which the lives of those of migrant descent and newly arrived migrants are made unbearable, untenable, unliveable. As a direct consequence of the 2014 and 2019 Immigration Acts, what we are now witnessing in the UK from the deportation of Windrush citizens and the still on-going search for justice for Grenfell, the absurdities of Prevent, is a space in which people of colour are being left to destitution. We are those people called funny tinge, cockroach, burden, the swarm of supposed illegality that is threatening the economy. What is missed from all of this right-wing brouhaha is, of course, history. A history that is being obfuscated by the charlatans in Westminster who  – aside from a minority of MPs – are in cahoots with these violent Acts and the legalisation of state enforced racist policy. It is an environment in which performances by Black British artists such as Stormzy and Dave are described as ‘racist’ for pointing out the very real concerns, experiences, and frustrations of communities who are essentially criminalised by the Tory Regime.

> What is so ‘scandalous’ about what has happened to the Windrush generation (if scandal is the right word for the deportation and death of citizens), is their misrecognition as other than citizens in the first place. This confusion between the various labels of immigrant, migrant, citizen, refugee, etc, appear in the poem ‘Odyssey Response’:

Sometimes, words, you launch in many lovely languages: yet, before you begin to fly, you are misrecognized, like an owl entering a superstitious person’s open-plan room being beaten to death, Athena’s wise bird struck down, bloody feathers everywhere,  a soft body a futile piñata releasing clouds. (p.7)

The link between migration and birds is a common theme to this pamphlet’s thrust into the heart of the contemporary moment. But before the bird (migrant) is able to fly, misrecognition as a pest or an unwarranted guest leads to its demise: beaten to death, in someone else’s room. Capildeo’s use of the word ‘superstitious’ to describe the person doing this beating is marvellous. It precisely calls to the fore the grandiose whimsy of English nationalism, the sheer fiction it relies upon, the myth of its superiority and uniqueness. Furthermore the image of the piñata made me think of the right-wingers in this country like blindfolded children, striking at an imagined enemy, in the hope of sugary reward. Of course the bloody reality in this scene releases the opposite, the stark death of the ‘wise bird’. If the owl here represents the citizen-as-migrant, the wisdom this person contains is only released by their death, as if something as final as death was required to attend to the life and history of the journey that was over before it began. Bifo’s work on Breathing defines poetry as a metaphor for the ways in which we can escape the suffocation (of language and of our own capacity to breathe) by a landscape that has been invaded by nationalism, racism, and religious fundamentalism (p.9-10 Breathing Bifo). The accented slippery assonance of ‘superstititious’ is, to my mind, exactly what Bifo has in mind when he refers to poetry’s ‘excess of semiotic exchange’ that ‘can reactivate breathing’. It is the ‘breathiest’ moment in this saga of the wise bird’s demise, a hissing-lampooning of the fundamentalisms of post-Brexit Britain and its racist policy.

> And this brings me to something I think is curious in Capildeo’s poems, their evocation of a specific history. In the poem ‘Windrush Reflections’ we encounter history as a narrative, a narrative that contains the kernels of truth that are not taught in schools in the UK, namely the history of why the Windrush generation should never have been ‘sent back’. Capildeo delves into the heart of the matter:

…post-war Britain already was home by birthright: documentation was not a prize or a promise for this generation born under the far-fetched Union Jack (p.16-17)

This argument is familiar to those of us who have read and know our history. The experience of migration for many formerly colonised peoples was one of welcome in a Britain that was rebuilding after the devastation of WW2, a time when there was no need for ‘documentation’ because it was guaranteed by our status as ‘members of the Commonwealth’. The argument here, presented with increasing force through line breaks speaks truth to power; it is ‘birthright’ in the sense of the right to be born and to live, the right to thrive and have one’s rights respected, that are absolutely called into question by the hostile environment in today’s UK. To recall this history is to assert the right for Rights, of recognition, of representation, and of equality. It is against the hostility of the Union Jack that Capildeo writes, with a willingness to educate as well as to critique. It’s a stylistic mark of a lot of cultural production in the UK today from the music of Lowkey and Akala to Capildeo’s work which seeks to encourage a transformation of consciousness through the reactivation of anti-racist politics. Such work always bears the marks of history, and more often than not, is positioned on the right side of history.

> I also want to turn back to the poem ‘Odyssey Response’ as I think one of the great achievements of this collection of poems is its reimagining of the relationship between the histories of colonialism and migration that define a contemporary creolised UK and the old ‘classical’ relationship between poetry, myth, and epic. What Capildeo achieves by addressing the Odyssey as well as Windrush simultaneously is a Spivakian sense of the ‘ab-use’ or ‘use from below’ of the Enlightenment. Capildeo recasts the images of the Odyssey as that of Windrush, caught between the Scylla of Priti Patel and the Charybdis of social erasure. By recasting the migrant -both living and (socially) dead- as an Odyssean figure, a Spirit and Time traveller, Capildeo makes the request of them ‘if you see Columbus, shoot on sight’. This bullet that travels through spirit and time abuses the relationship with the epic, the odyssey is now the story of migration and not a classical text held above the historical experiences of Windrush as a kind of cultural prison. This conceptualisation of Odysseus in the plural moves against ‘the song of yourself simplified on the news’ (p.12) and delineates a space (or sound-space) where ‘words, take wing’ and ‘fly commonly among all people / who share vulnerability on a trembling earth’ (p.7). This abuse of the Odyssey raises our attention to ‘the uneven diachrony of global contemporaneity’ and is a supply, empowering gesture marking another fine addition to Capildeo’s important oeuvre.  

> Where politics is revealing its true fascist face, poetry and by extension contemporary Grime and UK Rap are leading the way as a force for change, for consciousness, and for a deeper connection with histories both of colonisation and of the present. The most overt display of this has been Roger Robinson winning the T. S. Eliot prize for a collection of verse that engages in this precise moment we find ourselves in. Around the time of that announcement, the global poetry community collectively grieved for Kamau Brathwaite who, we learned, had joined the ancestors. In Brathwaite’s Middle Passages, which I re-read as soon as I heard of his passing, I encountered the lines ‘There was a land not long/ago where it was other-/wise” (p.88). That land may be the future we are working collectively towards, poetically and educationally through poetry, which I think captures something of the essence of what I am thinking with when I think with Odyssey Calling. In revealing and accessing that land, we return to the future.

Odyssey Calling is out now and available to order via Sad Press.

~

Text: Azad Ashim Sharma

Publsihed:

[peterkayscarshare]

Foreshadowing a Happy Ending - Part 1

I have long said that for me, the biggest proof of banjogate is not any of the evidence I’ve posted here (although that is pretty big), but it’s actually the story itself. The narrative, the style, the story, the characters - absolutely everything points to me to a happy conclusion.

I believe there is a lot of foreshadowing both for a happy ending for John and Kayleigh together, but also proof that the “it wasn’t meant to be romantic” rhetoric is utter bollocks. :D So to that end I thought I’d detail the foreshadowing I see.

Please note: The music used in the show is a category all on it’s own. There’s so much foreshadowing in the music I’ve saved it for a post all of its own. This one is only the non-music foreshadowing.

(This only covers season 1. Season 2 to follow in Part 2 as the post was just getting way too long)

Episode 1x01

1) Single Ladies

From the very start of the first episode we are made very aware that Kayleigh and John are both single. We get Kayleigh’s doorbell playing Beyonce’s Single Ladies; Kayleigh learns very quickly that John isn’t gay, and that he’s been single for some time. We also discover Kayleigh is single but looking, and that she feels she’s running out of time to have kids. The insight into Kayleigh’s drug dealing ex not only gives us an insight into Kayleigh’s personality, but also to the kind of relationships she’s had - with dubious guys who cheated on her. Immediately the viewer is sizing up John in comparison. And you don’t put such a heavy influence on their singledom and relationship pasts, if that is not part of the story. If romance wasn’t part of it, you give them partners (even unseen) or don’t make it the focus. From episode 1, their potential to be a couple way highlighted.

2) Of course, we also get the beginning of the biggest storyline in the show in ep 1 - The Christmas Team. This is something that stretches through the series, and yet isn’t “resolved” by 2x04. It hasn’t happened yet, and we don’t know what will happen. Will Kayleigh stay and work on the team? Will she leave? You don’t set up a major storyline like that which has ramifications and leave it hanging.

3) Now, this MAY be reaching too far, or it may be an Easter Egg that Peter has thrown in. I’m erring on the side of caution given that we know how much Peter put into the Forever FM aspects of the show, and the little asides…

At 13.53 when Kayleigh gets in the car for the return journey home, when John starts the engine we hear this coming from the Forever FM DJ:

“…went to apologise, and within a few years they were married.”

Foreshadowing? :D

4) In all the talk about past relationships, there are a couple of lines that may be foreshadowing John and Kayleigh’s relationship. Kayleigh asks John if Anna gave him butterflies - we can assume from the dreamy sigh as he drives away in 2x02 that Kayleigh gives John butterflies! And when John says he met Anna on a train, Kayleigh says what a romantic way to meet someone - hmm like car sharing maybe?

Episode 1x02

1) What Kayleigh wants

Episode 2 is a huge episode that sets up really the main driving force of the show - what makes people happy. With Old Ted’s funeral we are shown John and Kayleigh assessing their own lives and discussing what makes a life worth living. We have Kayleigh making perfectly clear what she wants out of life - her dream man and babies. The show has explicitly told us what Kayleigh’s happy ending is, and have got her tantalizingly close to it by the end of 2x04. You don’t set up explicitly what a character wants and needs, almost hand them it then abandon it - not in a sitcom anyway.

2) John tells us “if it’s meant to be, it’ll be”. It’s meant to be we know that (see 2x02), so that means it WILL be.

3) In the same conversation, John is the one who unwittingly makes clear what he thinks makes a man happy - good job, great wife. Although he protests that he is happy how he is, isn’t looking for a great love affair and accepts limitations, we as an audience can assume he’s either lying to himself, or lying outright. Particularly when you pair it with the fact that in 1x01 John says he can’t stand someone singing in his face, yet by 2x02 he and Kayleigh are happily singing in each other’s faces. He’s changed, his view on himself and what he likes has changed already thanks to Kayleigh. It’s an obvious clue that Kayleigh is changing his outlook on his life, and that will be a far reaching change.

Episode 1x03

1) What John wants

In a way while 1x02 shows us what Kayleigh wants from life, 1x03 is John’s turn as we see him eyeing up a lady in traffic (she’s not the one for you John, fate is telling you that!). I realise this is talking about the music, but I’m making an exception for this scene because it’s so important. The use of The Smith’s Let Me Get What I Want (this time) is a HUGE neon sign telling us that what John espoused in the previous episode about being happy on his own isn’t actually the truth. The fact that John’s scenes “chasing” the lady happy when he’s “alone” (literally alone, and then alone in that Kayleigh is asleep) show that this is a side of him he’s hiding, and only reveals when he thinks no one is looking. He KNOWS what he wants is a woman to love and be by his side, and we’re shown that what he wants is sitting right next to him asleep. He’s GOT what he wants, he just has to “wake up” to it.

2) In between John’s attempts to catch a lady’s eye, we get him reiterating that he’s not looking for love - “bollocks to love”. We now can see that it’s a lie, and once he expands on what happened between himself and Charlotte, we see WHY he’s told himself this lie. We discover that he founds himself falling into a life because he thought it was what he should do, not what he “wants”. It’s illuminating that the pain he feels over Charlotte isn’t because he was so violently hurt by her leaving him, but because he hurt her. He is afraid of being hurt, of losing himself, but most of all he’s afraid to doing what he did to Charlotte all over again (which Kayleigh expresses in her taking Charlotte’s side, we can see her in the place of Charlotte  - thus hammering the message home again that Kayleigh is the woman in his life, his next partner).

3) In the continuing saga of Kayleigh’s online dating adventures we have John complimenting her twice (“you’ve got a lovely nose”, “there’s nothing wrong with you”) and we see them starting to take a turn. Not only are Kayleigh’s choice of potential partners as disastrous as ever, John is now questioning her wisdom in pursuing love using this vehicle. John’s attitude is changing, once again. Kayleigh also says about online dating that she won’t meet anyone sitting on her arse - oh wait, she already did. ;)

Episode 1x04

Really isn’t much in the way of relationship foreshadowing in this episode, except for one little thing:

1) When talking about  her finances, Kayleigh says she shouldn’t have gone to see Beyonce “but sometimes you’ve got to live a little, John”. To which John replies “Very true.” Once again, showing Kayleigh’s influence on John, making him break the rules he had set for himself. (rules that would prevent someone going after a woman you love)

Episode 1x05

1) The M word

Yes, marriage. Episode 5 is the one that most explicitly shifts John and Kayleigh into positioning them as moving past friends into romance and does so via 3 different paths. The first being foreshadowing marriage.

In discussing their “first dance” songs, Kayleigh brings back the notion that what she needs in her life is to “runaway” with the man of her dreams. Meanwhile, John declares it’s not something he needs to think about becuase he’s ever going to get wed. That’ll be the dramatic irony then, when the person ASKING him to think about it is the person he’s very likely going to wed and thus he will have to think about it. It’s foreshadowing that Kayleigh is the one asking this question and will be the one asking it for real in time to come.

2) The second thread is more subtle, and comes with Kayleigh’s niece and nephew. With their presence in the car we get to see John and Kayleigh as potential parents - John trying to be the cool one, Kayleigh keeping them in line (but laughing with them at John’s OTT antics). Of course calling him “Uncle John” is a common northern thing (as Peter has pointed out in his stand up before) BUT can also be foreshadowing that he WILL be their Uncle John.

3) The most obvious thread is Kayleigh’s jealousy of Rachel. This makes it explicitly clear that Kayleigh at least is seeing John in a romantic fashion and feels possessive of him. She desperately doesn’t want him to go on a date with Rachel. Technically none of this is foreshadowing a happy ending, but it is without doubt telling us it IS a romance, using one of the most common tropes used in slow-burn relationships.

4) Now this IS foreshadowing - during the discussion about Rachel’s merits (or lack thereof) Kayleigh says “she’s just not right for you, that’s all I’m saying” And John replies “How do you know what’s right for me?” We viewers know WHY she knows, and it’s telling us that Kayleigh knows (or hopes) she’s right for him - and the narrative is telling us the viewers she’s right (especially with Rachel depicted as the Devil Woman).

Episode 1x06

(this is a bumper one!)

1) Fate!

No this is where the serious foreshadowing starts, both for what comes in 2x04 and beyond. And it begins with an innocent conversation about Bobby Ball’s braces. With this exchange we learn that Kayleigh and John shared an experience as a child, and were very likely in the same place at the same time. While John is happy to dismiss it as coincidence, Kayleigh voices what the audience will think - it’s fate. And of course, that is reinforced and brought back as a theme in 2x02. Kayleigh and John were destined to meet, and that means destined to have their happy ending.

2)  Red Light Spells Danger

I love this foreshadowing, it’s possibly my fave even though it only foreshadows the events of 2x04 (so far!). John’s gift of the red lamp to Kayleigh, specifically asking her if it’s the right colour. “It’s red!” That red lamp is spelling the danger that John has fallen for Kayleigh as much as she has him, and that he’s too far gone to stop - all of which of course is reiterated in the lyrics of Red Light Spells Danger in 2x04.

3) Once again the topic of Rachel rears its head, and John finally is able to put Kayleigh’s mind to rest but in doing so he says these fateful words, “That’s your problem Kayleigh, you assume everything, and most of the time you assume wrong.” Foreshadowing Kayleigh’s “assumption” in 2x04 that John doesn’t feel the same way about her, when we know she’s wrong. And that’s something that would need to be explained and corrected, just like Kayleigh’s assumption that John was interested in Rachel.

4) Once again I’m cheating by talking song lyrics here but this is significant in several ways so I think it bears posting in this segment.  When Kayleigh watches John’s Compendium song, we hear these lyrics:

You walk out alone and I follow you

The noise of the city, you know that I know

And I think that you know that I’ll only love you tonight

Woah tonight

In the city, you’re so pretty there tonight

Eyes are staring, you’re hardly wearing a thing tonight

And you know, woah, that I’m not going to let you (go)

These lyrics foreshadow Kayleigh getting out of the car in 2x04, and say that he won’t let her go  - he will eventually go after her. Particularly significant when you notice that the video buffers and pauses JUST before he says the word “go”, just like the show has paused before he goes after her.

5) When talking about Compendium, John says Kayleigh should come and see him perform. Kayleigh reminds him of his no fraternising with staff rule, to which John replies “well, seeing as it’s you, I’ll make an exception”. This once again takes us back to episode 1, and his talk of not liking someone singing in his face - here’s another example that Kayleigh is the exception. Kayleigh is ALWAYS the exception, specifically when it comes to his rhetoric that he’s happy alone and doesn’t need anybody. Kayleigh is the exception. He needs her.

[whitelabelseoreseller]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

from The Moz Blog http://tracking.feedpress.it/link/9375/12738237

[theinjectlikes2]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

from The Moz Blog https://ift.tt/2ORFjJn via IFTTT

[nutrifami]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

[localwebmgmt]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

[kjt-lawyers]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

[epackingvietnam]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

#túi_giấy_epacking_việt_nam #túi_giấy_epacking #in_túi_giấy_giá_rẻ #in_túi_giấy #epackingvietnam #tuigiayepacking

[paulineberry]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

[bfxenon]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

[gamebazu]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

[ductrungnguyen87]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!

[noithatotoaz]

How to Get a Customer to Edit Their Negative Review

Posted by MiriamEllis

“When you forgive, you in no way change the pas — but you sure do change the future.” — Bernard Meltzer

Your brand inhabits a challenging world in which its consumers’ words make up the bulk of your reputation. Negative reviews can feel like the ultimate revenge, punishing dissatisfactory experiences with public shaming, eroded local rankings, and attendant revenue loss. Some business owners become so worried about negative reviews, they head to fora asking if there is any way to opt-out and even querying whether they should simply remove their business listings altogether rather than face the discordant music.

But hang in there. Local business customers may be more forgiving than you think. In fact, your customers may think differently than you might think. 

I’ve just completed a study of consumer behavior as it relates to negative reviews becoming positive ones and I believe this blog post will hold some very welcome surprises for concerned local business owners and their marketers — I know that some of what I learned both surprised and delighted me. In fact, it’s convinced me that, in case after case, negative reviews aren’t what we might think they are at all.

Let’s study this together, with real-world examples, data, a poll, and takeaways that could transform your outlook. 

Stats to start with

Your company winds up with a negative review, and the possibility of a permanently lost customer. Marketing wisdom tells us that it’s more costly to acquire a new customer than to keep an existing one happy. But it's actually more far-reaching. The following list of stats tells the story of why you want to do anything you can to get the customer to edit a bad review to reflect more positive sentiment:

57 percent of consumers will only use a business if it has four or more stars — (BrightLocal)

One study showed that ~1.5-star rating increase improved conversions from 10.4 percent to 12.8 percent, representing about 13,000 more leads for the brand. — (Location3)

73.8 percent of customers are either likely or extremely likely to continue doing business with a brand that resolves their complaints. — (GatherUp)

A typical business only hears from four percent of its dissatisfied customers, meaning that the negative reviews you rectify for outspoken people could solve problems for silent ones. — (Ruby Newell-Lerner)

89 percent of consumers read businesses' responses to reviews. — (BrightLocal)

The impact of ratings, reviews, and responses are so clear that every local brand needs to devote resources to better understanding this scenario of sentiment and customer retention.

People power: One reason consumers love reviews

The Better Business Bureau was founded in 1912. The Federal Trade Commission made its debut just two years later. Consumer protections are deemed a necessity, but until the internet put the potential of mass reviews directly into individuals hands, the “little guy” often felt he lacked a truly audible voice when the “big guy” (business) didn’t do right by him.

You can see how local business review platforms have become a bully pulpit, empowering everyday people to make their feelings known to a large audience. And, you can see from reviews, like the one below, the relish with which some consumers embrace that power:

Here, a customer is boasting the belief that they outwitted an entity which would otherwise have defrauded them, if not for the influence of a review platform. That’s our first impression. But if we look a little closer, what we’re really seeing here is that the platform is a communications tool between consumer and brand. The reviewer is saying:

“The business has to do right by me if I put this on Yelp!”

What they’re communicating isn’t nice, and may well be untrue, but it is certainly a message they want to be amplified.

And this is where things get interesting.

Brand power: Full of surprises!

This month, I created a spreadsheet to organize data I was collecting about negative reviews being transformed into positive ones. I searched Yelp for the phrase “edited my review” in cities in every region of the United States and quickly amassed 50 examples for in-depth analysis. In the process, I discovered three pieces of information that could be relevant to your brand.

Surprise #1: Many consumers think of their reviews as living documents

In this first example, we see a customer who left a review after having trouble making an appointment and promising to update their content once they’d experienced actual service. As I combed through consumer sentiment, I was enlightened to discover that many people treat reviews as live objects, updating them over time to reflect evolving experiences. How far do reviewers go with this approach? Just look:

In the above example, the customer has handled their review in four separate updates spanning several days. If you look at the stars, they went from high to low to high again. It’s akin to live updates from a sporting event, and that honestly surprised me to see.

Brands should see this as good news because it means an initial negative review doesn’t have to be set in stone.

Surprise #2: Consumers can be incredibly forgiving

“What really defines you is how you handle the situation after you realize you made a mistake.”

I couldn’t have said it better myself, and this edited review typifies for me the reasonableness I saw in case after case. Far from being the scary, irrational customers that business owners dread, it's clear that many people have the basic understanding that mistakes can happen… and can be rectified. I even saw people forgiving auto dealerships for damaging their cars, once things had been made right.

Surprise #3: Consumers can be self-correcting.

The customer apparently isn’t “always right,” and some of them know it. I saw several instances of customers editing their reviews after realizing that they were the ones who made a mistake. For example, one rather long review saga contained this:

“I didn't realize they had an hourly option so my initial review was 3 stars. However, after the company letting me know they'd be happy to modify my charges since I overlooked the hourly option, it was only fair to edit my review. I thought that was really nice of them. 5 stars and will be using them again in the future.”

When a customer has initially misunderstood a policy or offering and the business in question takes the time to clarify things, fair-minded individuals can feel honor-bound to update their reviews. Many updated reviews contained phrases like “in good conscience” and “in all fairness.”

Overall, in studying this group of reviewers, I found them to be reasonable people, meaning that your brand has (surprising) significant power to work with dissatisfied customers to win back their respect and their business.

How negative reviews become positive: Identifying winning patterns

In my case study, the dominant, overall pattern of negative reviews being transformed into positive ones consisted of these three Rs:

Reach — the customer reaches out with their negative experience, often knowing that, in this day and age, powerful review platforms are a way to reach brands.

Remedy — Some type of fix occurs, whether this results from intervention on the part of the brand, a second positive experience outweighing an initial negative one, or the consumer self-correcting their own misunderstanding.

Restoration — The unhappy customer is restored to the business as a happy one, hopefully, ready to trust the brand for future transactions, and the reputation of the brand is restored by an edited review reflecting better satisfaction.

Now, let’s bucket this general pattern into smaller segments for a more nuanced understanding. Note: There is an overlap in the following information, as some customers experienced multiple positive elements that convinced them to update their reviews.

Key to review transformation:

70 percent mentioned poor service/rude service rectified by a second experience in which staff demonstrated caring.

64 percent mentioned the owner/manager/staff proactively, directly reached out to the customer with a remedy.

32 percent mentioned item replaced or job re-done for free.

20 percent mentioned customer decided to give a business a second chance on their own and was better-pleased by a second experience.

6 percent mentioned customer realized the fault for a misunderstanding was theirs.

From this data, two insights become clear and belong at the core of your reputation strategy:

Poor and rude service seriously fuel negative reviews

This correlates well with the findings of an earlier GatherUp study demonstrating that 57 percent of consumer complaints revolve around customer service and employee behavior. It’s critical to realize that nearly three-quarters of these disasters could be turned around with subsequent excellent service. As one customer in my study phrased it:

“X has since gone above and beyond to resolve the issue and make me feel like they cared.”

Proactive outreach is your negative review repair kit

Well over half of the subjects in my study specifically mentioned that the business had reached out to them in some way. I suspect many instances of such outreach went undocumented in the review updates, so the number may actually be much higher than represented.

Outreach can happen in a variety of ways:

The business may recognize who the customer is and have their name and number on file due to a contract.

The business may not know who the customer is but can provide an owner response to the review that includes the company’s contact information and an earnest request to get in touch.

The business can DM the customer if the negative review is on Yelp.

You’re being given a second chance if you get the customer’s ear a second time. It’s then up to your brand to do everything you can to change their opinion. Here’s one customer’s description of how far a local business was willing to go to get back into his good graces:

“X made every effort to make up for the failed programming and the lack of customer service the night before. My sales rep, his manager and even the finance rep reached out by phone, text and email. I was actually in meetings all morning, watching my phone buzz with what turned out to be their calls, as they attempted to find out what they could do to make amends. Mark came over on my lunch break, fixed/reprogrammed the remote and even comped me a free tank of gas for my next fill up. I appreciated his sincere apologies and wanted to update/revise my review as a token of my appreciation.”

What a great example of dedication to earning forgiveness!

Should you actively ask restored customers to edit their negative reviews?

I confess — this setup makes me a bit nervous. I took Twitter poll to gauge sentiment among my followers:

Respondents showed strong support for asking a customer who has been restored to happiness to edit their review. However, I would add a few provisos.

Firstly, not one of the subjects in my study mentioned that the business requested they update their review. Perhaps it went undocumented, but there was absolutely zero suggestion that restored customers had been prompted to re-review the business.

Secondly, I would want to be 100 percent certain that the customer is, indeed, delighted again. Otherwise, you could end up with something truly awful on your review profile, like this:

Suffice it to say, never demand an edited review, and certainly don’t use one as blackmail!

With a nod to the Twitter poll, I think it might be alright to mention you’d appreciate an updated review. I’d be extremely choosy about how you word your request so as not to make the customer feel obligated in any way. And I’d only do so if the customer was truly, sincerely restored to a sense of trust and well-being by the brand.

So what are negative reviews, really?

In so many cases, negative reviews are neither punishment nor the end of the road.

They are, in fact, a form of customer outreach that’s often akin to a cry for help.

Someone trusted your business and was disappointed. Your brand needs to equip itself to ride to the rescue. I was struck by how many reviewers said they felt uncared-for, and impressed by how business owners like this one completely turned things around:

In this light, review platforms are simply a communications medium hosting back-and-forth between customer people and business people. Communicate with a rescue plan and your reputation can “sparkle like diamonds”, too.

Reviews-in-progress

I want to close by mentioning how evident it was to me, upon completing this study, that reviewers take their task seriously. The average word count of the Yelp reviews I surveyed was about 250 words. If half of the 12,584 words I examined expressed disappointment, your brand is empowered to make the other half express forgiveness for mistakes and restoration of trust.

It could well be that the industry term “negative” review is misleading, causing unnecessary fear for local brands and their marketers. What if, instead, we thought of this influential content as “reviews-in-progress,” with the potential for transformation charting the mastery of your brand at customer service.

The short road is that you prevent negative experiences by doubling down on staff hiring and training practices that leave people with nothing to complain about in the entire customer service ecosystem. But re-dubbing online records of inevitable mistakes as “reviews-in-progress” simply means treading a slightly longer road to reputation, retention, and revenue. If your local brand is in business for the long haul, you’ve got this!

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