In today’s digital age, social media has empowered consumers with greater access to information and a louder voice than ever before. But what happens when that voice is used as a weapon for revenge? According to MarketWatch and The Wall Street Journal, “revenge reviews” are up 72% since the pandemic. From Yelp To Instagram, customers are turning to social media as a tools for seeking out revenue for their personal vendettas against businesses. Get ready to dive into the dark waters of revenge reviews and their impact on business owners.
What are “Revenge Reviews”
A revenge review is defined as a negative review that is written with the sole purpose of punishing the business for some perceived slight. These reviews are often over-the-top and exaggerated, and can do serious damage to a business’s online reputation. Today, customers have more power than ever before to publicly shame businesses they’re unhappy with,…
and they are turning to social media platforms to voice their opinions. While revenge reviews have always been a problem for businesses, they have become more prevalent during and post-pandemic as people struggle to deal with the financial and emotional stress of the economy.
In addition, many businesses have had to make difficult decisions during the pandemic that have left disgruntled customers who are angry about the product or service changes, whether it be customer service, quality or delivery time.
If you are a business who has been the victim of a revenge review, here are steps you can take to mitigate the damage. First, try reaching out to the customer directly to see if there’s anything you can do to resolve their issue as prompt as possible.
It’s important to be timely with your response, as most revenue reviews are not posted on one social media channel, often the angry customer will post on several channels. If you can get to the customer as soon as they start to voice their anger, you have a better change of mitigating the damage to your business…
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