How Negative Reviews Can Improve Purchase Intent – If Brands Know How to Respond

Oct 08, 2013 5:12 PM  By


No brand likes to see negative customer feedback, but when it happens they have to be ready to see them as loud calls to action (CTAs) and offer constructive, well-informed responses.

According to Bazaarvoice’s “The Conversation Index: Volume 6” study, shoppers who read helpful brand responses to reviews are 186% more likely to make a purchase and show 157% higher average product sentiment. Also, 41% of consumers see a brand’s response to an online review as a sign that the brand really cares about its customers.

This webinar will take an in-depth look into how brands can properly track, interpret and respond to negative reviews to yield positive results. Household brand Homax (Goo-Gone) and comfort products brand Sleep Revolution will share how their participation with reviews gives them a direct conversation with consumers never before possible. Attendees to the webinar will learn:

  • the key words and phrases in negative reviews to look out for
  • how to respond to negative feedback in a conversational, human way
  • the six kinds of reviews to watch for
  • which industries see the most CTAs in reviews
  • what kinds of responses to reviews consumers find most helpful




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