Jeremy Gin says, “Negative feedback from customers can be a hard pill to swallow. It often feels unjust, unhelpful and inaccurate. Even the most professional business owners can be defensive and emotional in the face of criticism. And while business owners may intellectually know negative customer feedback is critical to improving their business — a 10-percent increase in Net Promoter Score (NPS) can correlate with a six to seven-percent increase in revenue — the hard bit is constructively incorporating it.

The following are seven things every business, small or large, can do to extract as much value as possible from negative feedback.

1. Gather competitive intelligence.
While you likely monitor your own reviews closely, it’s also important to scour the public reviews of competitors. By reading their reviews, especially negative ones, it’s possible to get a sense for how your products and services stack up to theirs and see if their customers have similar complaints“.

7 Ways to Use Negative Customer Feedback to Beat the Competition

‘Entrepreneur’ Blog

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