How to deal with negative reviews

HOW TO DEAL WITH NEGATIVE REVIEWS - Ben M Roberts
Negative reviews happen. You can never satisfy every single customer that walks through your door (physical or digital) no matter how hard you try, it’s just one of those things. There is something more important than the negative review itself, and that’s how you deal with the review. So, without further delay, here are a few tips on how to...

How do you motivate your staff to take online reviews seriously?

HOW DO YOU MOTIVATE YOUR STAFF TO TAKE ONLINE REVIEWS SERIOUSLY? - Ben M Roberts
It is all well and good people like me and and other commentators to talk about how powerful ratings and reviews can be for your business, but really when it comes down to it, it can be much harder to actually get buy in from everyone else in the company, even if the highest level managers and directors make...

5 key reasons why you should never delete negative online reviews

5 key reasons why you should never delete negative online reviews - Ben M Roberts
Reviews are everywhere. You may be able to run for a short while, but even Mo Farah wouldn’t be able to keep running forever. Even if you could, would it actually do you any good? No. Despite all the articles, blogs, podcasts, and the like talking about online reviews, there are still some big misconceptions, and maybe by writing this,...

Online Reviews: You learn from complaints not praise

ONLINE REVIEWS: YOU LEARN FROM COMPLAINTS NOT PRAISE - Ben M Roberts
Five star reviews tell what you are currently doing well. Anything else shows you have room to improve. Everyone loves to be told that they are doing well. There is nothing wrong with that. Praise can lead to increased motivation, increased drive, and essentially a happier workforce. However, I have found that this actually does very little, especially in the...

7 lessons that I have learned from online reviews in eCommerce

7 LESSONS THAT I HAVE LEARNED FROM ONLINE REVIEWS IN ECOMMERCE - Ben M Roberts
Retail is a fickle business. Buying and selling things online is even more fickle. In ecommerce especially it takes but a moment to leave a review, voice an opinion or share a story about an experience with a company or brands products online. I've been involved in online reviews for a fair while now, and there are some things...

3 reasons why you can’t trust a company with only 5* ratings

3 REASONS WHY YOU CAN’T TRUST A COMPANY WITH ONLY 5* RATINGS - Ben M Roberts
It’s conventional wisdom, and well pretty much common sense that 5* ratings are good. I agree. I’m not going to tell you anything different. Online ratings and reviews are a fantastic way of companies showcasing their strengths and values, but as with anything, sometimes if it looks too good to be true then it probably is . . . 3...

Some of my favourite Online Review Infographics – 2016

I'm going to put it out there, i'm a sucker for a good statistic. But, I am also acutely aware of how limiting numbers can be and how taken out of context: Remember this quote by British Prime Minister Benjamin Disraeli: "There are three kinds of lies: lies, damned lies, and statistics." That being said, statistics are extremely useful. The stats included...

The Online Review Iceberg – Why the posting of a review is just the tip of the iceberg

The Online Review Iceberg - Why the posting of a review is just the tip of the iceberg | Ben M Roberts
Potentially the use of an iceberg is a tired cliché when it comes to business. However, in the case of online reviews it is a pretty accurate analogy. This is because a review is the visible, tangible result of a lot of time, and effort spent on things that aren’t necessarily visible. Note that I said necessarily visible there; because,...

6 questions that Online Reviews help answer from POTENTIAL CUSTOMERS about YOUR BUSINESS

6 questions that Online Reviews help answer from POTENTIAL CUSTOMERS about YOUR BUSINESS
Potential customers need reassurance when they are choosing a company to work with or buy from. Online Reviews are a great way to showcase your business, your ethics and what you stand for. This article will look at some of the questions potential customers will be asking before they work with you, and show you how online reviews can help...

Online Reviews – Breaking down ‘REVIEWS’ into the sum of its parts

Online Reviews - Breaking ‘REVIEWS’ down into the sum of its parts - Ben M Roberts
Reviews are important. More people and businesses are noticing, and finally starting to do something about it. In this post I do something really clever (well I think so anyway), I attempt to break down ‘REVIEWS’ into the sum of its parts in order to describe and explain their benefits to both businesses and customers alike (I told you...