Why bad feedback can be good for business

When it comes to social commerce, bad product reviews are good for business as two in three (68%) consumers say they trust reviews more when they see both good and bad scores

The Reevoo research found that customers who go out of their way to read bad reviews convert 67% more highly than the average consumer, and that three times as many consumers actively seek out and read negative user generated content as look for positive content.

Those who seek out bad reviews are highly engaged with their pre-purchase research, viewing almost four times as many products as the average visitor to a site, and staying considerably longer. Three in ten of those who gave feedback suspect censorship or faked reviews when they don't see bad scores.

However, the balance between positive and negative comments that a brand or retailer attracts varies according to whether a proactive or passive reviews strategy is employed.

According to Richard Anson, founder and CEO for Reevoo, "Consumers who seek out negative reviews outperform the average visitor to a website. We saw a 67% bump in conversion rates for these shoppers. Counter-intuitive as it may seem, negative user-generated content is actually one of the most effective conversion tools."

Customer Feedback Directors Forum, 21st March 2012, London
Customers are playing an increasingly important strategic role in the development of organisations’ services and products across channels and the voice of the customer is critical to the development of customer engagement strategies. Customer feedback and feeding back on feedback have become business critical issues. Speakers todate include: Jonathan Browne, Forrester Research, Premier Inn - Case Study, Gallup Consulting, Complaints R Great, Verint, Rapide - Veolia Water Case Study, Foviance, Confirmit, Grey Matters Europe. Complimentary places available.More info........   REGISTER

The joined-up customer service future for multichannel contact centres
Contact centres are set to benefit from operating in an increasingly multichannel environment and are more likely to be viewed as a profit centre rather than a cost centre in the future as they deliver on a joined-up single view of the customer.

Download Report: Multichannel Customer Engagement for Contact Centres Directors Forum, 26th January 2012  Download Presentations

The new, 9th edition of the UK's largest survey of contact centres is now available for download, free of charge.
"The UK Contact Centre Decision-Makers' Guide (2011)" is a 300-page PDF report detailing the business issues,strategies, technologies, expenditure and performance of UK contact centres. Covering topics such as social media, self-service, IP, multimedia, HR, operational performance and strategy, the report is based upon in-depth interviews with over 200 operations. Results are segmented by business sector, contact centre size and activity type, so you can compare your operation with others of the same kind.

Employee and customer engagement – the keys to competitive advantage
Successful and sustainable strategies that organisations use to forge the link between employee and customer engagement, performance and profitability in these turbulent times were bought into sharp focus at the latest Customer Engagement Club Directors Forum. Directors Forum chairman Steve Hurst, editorial director of the Customer Engagement Club reports

Measuring customer engagement - why it’s how you use the data that counts
The latest Customer Engagement Club Directors Forum on Customer Engagement Strategy and Measurement took delegates on a journey through the worlds of BIG data, customer insight, company culture and employee and customer engagement in the search for profitability and competitive advantage 

Customers voting with their feet when organisations fail to listen
Switching epidemic continues unabated as latest Satmetrix Churn Index suggests many service and supplier organisations are still not listening to customers as close on 10 million have switched in past six months

White Paper: Ten Reasons Why It Pays To Be Anti-Social!