Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience. Tune into the webinar to learn: • What specific channels do customers go for feedback • 8 golden nuggets for responding to negative reviews • Best practices for monitoring and managing online reviews • How to successfully enable your customer support team to be proactive with handling online customer feedback.

1. © Reputation. Confidential and Proprietary.
Negative Reviews &
Online Feedback
Happens -
But Where Do You
Go From Here?
September 21, 2021
B2B Marketing Zone
Reputation Management Playbook
Webinar Series

2. © Reputation. Confidential and Proprietary.
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B2B Marketing Zone
Reputation Management
Playbook
Webinar Series

3. © Reputation. Confidential and Proprietary.
Jeremy Shubitz
Director of Marketing,
Bosley
LinkedIn: linkedin.com/in/jshubitz
Adam Dorfman
Director of Product Growth,
Reputation
Twitter: @phixed
Presenters

4. © Reputation. Confidential and Proprietary.
Today’s Discussion:
● Where do customers go for feedback
● How to monitor and manage online reviews
● 8 golden nuggets when responding to negative
reviews
● How to enable your customer support team to be
proactive with handling online customer feedback.

5. © Reputation. Confidential and Proprietary.

6. Your Customer Experience is reflected
everywhere
Social
Reviews
Word of
Mouth
Employee
Feedback
Surveys Messaging

8. © Reputation. Confidential and Proprietary.

9. © Reputation. Confidential and Proprietary.
Feedback is everywhere —

10. © Reputation. Confidential and Proprietary.
Feedback is everywhere —

11. © Reputation. Confidential and Proprietary.

15. © Reputation. Confidential and Proprietary.
22%
of prospects look elsewhere
after reading one negative
review
71%
of customers that receive
positive social customer
care are likely to recommend
your brand
2%
increase in customer
retention has the same
business impact as
decreasing costs by 10%
Source: Gartner
There are risks to not managing it —

16. © Reputation. Confidential and Proprietary.
10x
Increase in review volume
46%
increase in visibility within
Google SERPs
13%
increase in traffic from GMB
listings
UK Automotive client with 50 Dealerships
But for those that do....

17. So How Do I Find
All of the Reviews?

18. Group Them
Primary

19. Group Them
Primary
Secondary

20. Group Them
Primary
Secondary
Vertical
Specific

21. Group Them
Primary
Secondary
Vertical
Specific
Employee

22. The 8 Golden Nuggets

23. When responding to
negative reviews...

24. © Reputation. Confidential and Proprietary.
Count to 10 and Own Up

25. © Reputation. Confidential and Proprietary.
Respond promptly.

26. © Reputation. Confidential and Proprietary.
Make it personal.

27. © Reputation. Confidential and Proprietary.
Keep it short, & take it offline.

28. © Reputation. Confidential and Proprietary.
Use templates.

29. © Reputation. Confidential and Proprietary.
Be proactive.

30. © Reputation. Confidential and Proprietary.
Enlist help.

31. © Reputation. Confidential and Proprietary.
Enable your customer support team.
1. Create a playbook, plan of attack
2. Create pre-approved templates for replies
3. Create a process for who replies to which reviews
4. Look for trends
5. Identify under performers
6. Surface the noise

32. © Reputation. Confidential and Proprietary.
Take feedback to heart.

33. #localu @phixed

34. © Reputation. Confidential and Proprietary.
Learn More
Contact Us:
https://reputation.com/contact/
Check Out Our Recent Blog-
8 Tips for Responding to Negative
Reviews:
https://reputation.com/resources/articles/8-
tips-for-responding-to-negative-reviews/

35. © Reputation. Confidential and Proprietary.
Jeremy Shubitz
Director of Marketing,
Bosley
LinkedIn:
https://www.linkedin.com/in/jshubitz/
Adam Dorfman
Director of Product Growth,
Reputation
Twitter: @phixed
Q & A