MARKETING
16 Tips to Handle Negative Customer Reviews Online
![16 Tips to Handle Negative Customer Reviews Online 16 tips to handle negative customer reviews online 5e65d24a36fb0](https://cdn.searchenginejournal.com/wp-content/uploads/2020/03/16-tips-to-handle-negative-customer-reviews-online-5e65d24a36fb0.png)
Online reviews matter.
We all know it, whether we understand exactly how and to what extent they matter, at least in terms of organic visibility across search engines.
Google said so itself: positive reviews and customer-business interactions improve organic visibility.
But, more importantly, customer reviews impact real business outcomes and the decisions potential customers make to patronize or not patronize certain outfits.
Just like their influence in the real world (offline), reviews not only give people a better idea of the effectiveness and quality of a specific product, service, or business – they reinforce a better-than-average customer experience, something all consumers seek.
That’s why all brands must be accepting and engaging with customer reviews – good or bad, always.
Responding to the positive ones isn’t usually all that hard.
It’s the negative feedback that is usually the most difficult to handle, and with good reason.
It’s hard to take harsh criticism.
It’s even harder to deal with an angry customer that can sometimes, in these circumstances, becomes stubborn and overwhelming.
As such, here are the best 16 tips for handling negative reviews that all businesses will undoubtedly receive.
1. Answer Quickly
If someone is upset enough to leave a negative review, they usually do it pretty soon after the negative experience takes place.
And they’re going to expect a fairly swift response back.
It’s the right thing to do and it also helps limit the damage done.
2. Answer Thoughtfully
On top of being quick on the return, all review responses – especially the negative ones – need to be appreciated for their true value.
All feedback is critical, and even more so when it’s negative.
This feedback likely gives your team an understanding of some of the not-so-smooth aspects and pain points customers experience throughout their everyday experiences with your brand.
Appreciate their effort to communicate that with your brand’s stakeholders, and make a difference based on it.
3. Answer Honestly
No one is perfect.
Neither is any one business.
On top of being quick and thoughtful in your response, be honest.
Transparency goes a long way.
Most negative reviewers – and customers in general – prefer an honest response to a genuine mistake with the understanding that their complaint is addressed in a fair and heartfelt manner.
This typically results in an outcome that is better for the customer as well as the business in the long run.
4. Be Kind & Keep It Appropriate
There’s no doubt: some reviews get downright nasty.
Regardless, a business should never stoop down to that level of unprofessionalism.
Keep the same attitude you’d want an employee to use in person.
Stay buttoned-up, remember to think of the customer and their displeasures, and always offer an apology.
Remember, there’s so much more to lose for businesses that don’t act professionally and don’t rectify a negative situation by satisfying a displeased customer.
5. Give Each Response a Custom Response
Customers want to be heard.
They want to make an impact on the people operating the business being reviewed, but also the future of that business so that others don’t experience the same hardships as them.
One of the easiest ways to illustrate that to people is to give them the attention they deserve.
There’s no better way to do that than with a custom response showing empathy and compassion.
Genuinely caring through emotion – the same emotion a quality business runs on – will go a long way.
Just don’t confuse it with getting personal.
6. Never Get Personal
Be thoughtful and give a unique response, but don’t get personal and certainly don’t ever attack or retaliate.
Even if you remember the exact person leaving the review and know they were not completely – or even slightly – acting in the right way, handle it like a true business professional with so much more to lose.
And remember, you actually have much more to gain.
7. Take It Offline
A standard best practice for handling negative reviews is to take the communication offline as soon as you can.
The key to doing so is to make it easy to move communication offline without overstepping boundaries.
Don’t try and make the unsatisfied customer reach out to you.
Get their contact info, ask for the best way and time to communicate, and apologize for their displeasure with your product or service.
For this reason, the first response to a negative review is the most important one.
8. Be Thankful & Appreciative
All feedback is useful feedback.
Be thankful someone took the time to give you criticism, even when it’s harsh, and appreciate the fact that they are still offering you the chance to make it right.
Negative reviews can (and should) actually be a good (and free) way to keep customers coming back.
Some customers will never do that.
Scorned once and never to engage again would be a worst-case scenario.
Take it for what it’s worth and improve the company’s imperfections, and be sure to express that in your response.
9. Take the Extra Step
While you don’t necessarily have to go above and beyond, it’ll almost always help.
This could vary depending on exactly what the issue was and how big of an impact it had on the reviewer.
But sometimes simply apologizing just won’t be enough.
And offering a credit to be used at your business isn’t always going to be the answer either.
Take the extra step to show that you’re not only sorry, but that you want to make it right and earn the person’s trust.
Offering a gift of peace could be the first step in that direction.
A gift card or flowers could certainly make an impact. So could sending a heartfelt gift of appreciation and/or forgiveness.
But it also doesn’t have to be something expensive to win over a once-upset negative reviewer.
Get creative and think about what would matter to you as a customer.
Even something as simple as a custom video or image could not only improve the reviewer’s perception of the company and how it operates, but it will likely impact many other people for years to come, too.
Those who come across a review – and its response(s) – could quickly shift from once-uncertain or even unhappy customers into brand advocates.
And let’s not forget the impact word of mouth has, especially in the days of social media.
All you’ve got to do is go the extra mile and you’ll likely make an impact.
10. Take the Appropriate Action to Correct the Issue & Show That to the Customer
Again, customers want to be heard and know they had an impact on the business in question.
Take all reviews seriously and, when it comes to negative ones, look for commonalities for real ways to improve your business.
Use what you learn from these reviews and bring it back to the employees interacting with people and making decisions that are impacting customers.
This will make the changes that need to happen become a reality.
Then explain to people how this feedback affected your business.
There is good to be found in every review.
Find the good in the bad ones.
11. Follow up With Negative Reviewers
Always follow up with negative reviewers.
Make sure their issue(s) has been remedied and that they ended up a happy customer after the experience.
If they are, ask for them to remove the negative review if they haven’t already.
It won’t always happen, but more often than not, a person will take a bad review down because they felt as if they were treated in a fair way and reached what they considered to be a fair resolution.
12. Offer Compensation for Hardship, If Necessary
Many times, offering compensation when a negative review is posted is not necessary.
But other times it very much is.
Again, people just want to be heard and their opinions cared for.
But if someone suffered financial loss or personal damage, compensation – at least in the form of a money-back guarantee – is the very least a business can do to soothe the grievances of an upset customer.
13. Encourage Customers to Leave Reviews
The best way to ensure happy customers are leaving positive reviews is to recommend customers leave reviews.
Good reviews work alongside negative reviews to build a brand’s reputation.
All businesses will get both good and bad reviews.
But if you want to constantly improve your reputation, consider the power of reviews, the power of good business, and recommend those happy customers take it to popular review platforms like Google, Facebook, Yelp, and other mainstream sites, but also to industry-specific sites that affect brand reputation in your respective niche.
14. Understand How Reviews & Rating Sites Work
To fully understand the impact of reviews, business stakeholders also need to understand how reviews and rating sites work.
Different platforms are useful for different reasons at times.
To get the most out of these reviews, understand how the platforms work and which is best suited for your reviews in terms of customer impact and business reputation.
15. Request Fake or Misleading Reviews Be Removed
Not all reviews will be authentic.
Sometimes it’s the competition.
Sometimes it’s a former employee.
Sometimes it’s even a potential customer who never became an actual customer and they try to take it out on the brand for whatever reason.
These types of reviews are against most terms of service agreements and can be removed when reported to the proper leadership of each platform.
16. Monitor Your Online Reputation
Monitoring your online presence is the one sure way to stay on top of all reviews consistently.
By doing so, you’re able to apply the all the previously mentioned guidelines for handling reviews and ensure your business is positioned for success online and beyond.
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MARKETING
YouTube Ad Specs, Sizes, and Examples [2024 Update]
![YouTube Ad Specs, Sizes, and Examples [2024 Update] YouTube Ad Specs, Sizes, and Examples](https://articles.entireweb.com/wp-content/uploads/2024/06/YouTube-Ad-Specs-Sizes-and-Examples.jpg)
Introduction
With billions of users each month, YouTube is the world’s second largest search engine and top website for video content. This makes it a great place for advertising. To succeed, advertisers need to follow the correct YouTube ad specifications. These rules help your ad reach more viewers, increasing the chance of gaining new customers and boosting brand awareness.
Types of YouTube Ads
Video Ads
- Description: These play before, during, or after a YouTube video on computers or mobile devices.
- Types:
- In-stream ads: Can be skippable or non-skippable.
- Bumper ads: Non-skippable, short ads that play before, during, or after a video.
Display Ads
- Description: These appear in different spots on YouTube and usually use text or static images.
- Note: YouTube does not support display image ads directly on its app, but these can be targeted to YouTube.com through Google Display Network (GDN).
Companion Banners
- Description: Appears to the right of the YouTube player on desktop.
- Requirement: Must be purchased alongside In-stream ads, Bumper ads, or In-feed ads.
In-feed Ads
- Description: Resemble videos with images, headlines, and text. They link to a public or unlisted YouTube video.
Outstream Ads
- Description: Mobile-only video ads that play outside of YouTube, on websites and apps within the Google video partner network.
Masthead Ads
- Description: Premium, high-visibility banner ads displayed at the top of the YouTube homepage for both desktop and mobile users.
YouTube Ad Specs by Type
Skippable In-stream Video Ads
- Placement: Before, during, or after a YouTube video.
- Resolution:
- Horizontal: 1920 x 1080px
- Vertical: 1080 x 1920px
- Square: 1080 x 1080px
- Aspect Ratio:
- Horizontal: 16:9
- Vertical: 9:16
- Square: 1:1
- Length:
- Awareness: 15-20 seconds
- Consideration: 2-3 minutes
- Action: 15-20 seconds
Non-skippable In-stream Video Ads
- Description: Must be watched completely before the main video.
- Length: 15 seconds (or 20 seconds in certain markets).
- Resolution:
- Horizontal: 1920 x 1080px
- Vertical: 1080 x 1920px
- Square: 1080 x 1080px
- Aspect Ratio:
- Horizontal: 16:9
- Vertical: 9:16
- Square: 1:1
Bumper Ads
- Length: Maximum 6 seconds.
- File Format: MP4, Quicktime, AVI, ASF, Windows Media, or MPEG.
- Resolution:
- Horizontal: 640 x 360px
- Vertical: 480 x 360px
In-feed Ads
- Description: Show alongside YouTube content, like search results or the Home feed.
- Resolution:
- Horizontal: 1920 x 1080px
- Vertical: 1080 x 1920px
- Square: 1080 x 1080px
- Aspect Ratio:
- Horizontal: 16:9
- Square: 1:1
- Length:
- Awareness: 15-20 seconds
- Consideration: 2-3 minutes
- Headline/Description:
- Headline: Up to 2 lines, 40 characters per line
- Description: Up to 2 lines, 35 characters per line
Display Ads
- Description: Static images or animated media that appear on YouTube next to video suggestions, in search results, or on the homepage.
- Image Size: 300×60 pixels.
- File Type: GIF, JPG, PNG.
- File Size: Max 150KB.
- Max Animation Length: 30 seconds.
Outstream Ads
- Description: Mobile-only video ads that appear on websites and apps within the Google video partner network, not on YouTube itself.
- Logo Specs:
- Square: 1:1 (200 x 200px).
- File Type: JPG, GIF, PNG.
- Max Size: 200KB.
Masthead Ads
- Description: High-visibility ads at the top of the YouTube homepage.
- Resolution: 1920 x 1080 or higher.
- File Type: JPG or PNG (without transparency).
Conclusion
YouTube offers a variety of ad formats to reach audiences effectively in 2024. Whether you want to build brand awareness, drive conversions, or target specific demographics, YouTube provides a dynamic platform for your advertising needs. Always follow Google’s advertising policies and the technical ad specs to ensure your ads perform their best. Ready to start using YouTube ads? Contact us today to get started!
MARKETING
Why We Are Always ‘Clicking to Buy’, According to Psychologists
![Why We Are Always 'Clicking to Buy', According to Psychologists Why We Are Always 'Clicking to Buy', According to Psychologists](https://articles.entireweb.com/wp-content/uploads/2024/05/Why-We-Are-Always-Clicking-to-Buy-According-to-Psychologists.pngkeepProtocol.png)
Amazon pillows.
MARKETING
A deeper dive into data, personalization and Copilots
![A deeper dive into data, personalization and Copilots A deeper dive into data, personalization and Copilots](https://articles.entireweb.com/wp-content/uploads/2024/05/A-deeper-dive-into-data-personalization-and-Copilots.jpg)
Salesforce launched a collection of new, generative AI-related products at Connections in Chicago this week. They included new Einstein Copilots for marketers and merchants and Einstein Personalization.
To better understand, not only the potential impact of the new products, but the evolving Salesforce architecture, we sat down with Bobby Jania, CMO, Marketing Cloud.
Dig deeper: Salesforce piles on the Einstein Copilots
Salesforce’s evolving architecture
It’s hard to deny that Salesforce likes coming up with new names for platforms and products (what happened to Customer 360?) and this can sometimes make the observer wonder if something is brand new, or old but with a brand new name. In particular, what exactly is Einstein 1 and how is it related to Salesforce Data Cloud?
“Data Cloud is built on the Einstein 1 platform,” Jania explained. “The Einstein 1 platform is our entire Salesforce platform and that includes products like Sales Cloud, Service Cloud — that it includes the original idea of Salesforce not just being in the cloud, but being multi-tenancy.”
Data Cloud — not an acquisition, of course — was built natively on that platform. It was the first product built on Hyperforce, Salesforce’s new cloud infrastructure architecture. “Since Data Cloud was on what we now call the Einstein 1 platform from Day One, it has always natively connected to, and been able to read anything in Sales Cloud, Service Cloud [and so on]. On top of that, we can now bring in, not only structured but unstructured data.”
That’s a significant progression from the position, several years ago, when Salesforce had stitched together a platform around various acquisitions (ExactTarget, for example) that didn’t necessarily talk to each other.
“At times, what we would do is have a kind of behind-the-scenes flow where data from one product could be moved into another product,” said Jania, “but in many of those cases the data would then be in both, whereas now the data is in Data Cloud. Tableau will run natively off Data Cloud; Commerce Cloud, Service Cloud, Marketing Cloud — they’re all going to the same operational customer profile.” They’re not copying the data from Data Cloud, Jania confirmed.
Another thing to know is tit’s possible for Salesforce customers to import their own datasets into Data Cloud. “We wanted to create a federated data model,” said Jania. “If you’re using Snowflake, for example, we more or less virtually sit on your data lake. The value we add is that we will look at all your data and help you form these operational customer profiles.”
Let’s learn more about Einstein Copilot
“Copilot means that I have an assistant with me in the tool where I need to be working that contextually knows what I am trying to do and helps me at every step of the process,” Jania said.
For marketers, this might begin with a campaign brief developed with Copilot’s assistance, the identification of an audience based on the brief, and then the development of email or other content. “What’s really cool is the idea of Einstein Studio where our customers will create actions [for Copilot] that we hadn’t even thought about.”
Here’s a key insight (back to nomenclature). We reported on Copilot for markets, Copilot for merchants, Copilot for shoppers. It turns out, however, that there is just one Copilot, Einstein Copilot, and these are use cases. “There’s just one Copilot, we just add these for a little clarity; we’re going to talk about marketing use cases, about shoppers’ use cases. These are actions for the marketing use cases we built out of the box; you can build your own.”
It’s surely going to take a little time for marketers to learn to work easily with Copilot. “There’s always time for adoption,” Jania agreed. “What is directly connected with this is, this is my ninth Connections and this one has the most hands-on training that I’ve seen since 2014 — and a lot of that is getting people using Data Cloud, using these tools rather than just being given a demo.”
What’s new about Einstein Personalization
Salesforce Einstein has been around since 2016 and many of the use cases seem to have involved personalization in various forms. What’s new?
“Einstein Personalization is a real-time decision engine and it’s going to choose next-best-action, next-best-offer. What is new is that it’s a service now that runs natively on top of Data Cloud.” A lot of real-time decision engines need their own set of data that might actually be a subset of data. “Einstein Personalization is going to look holistically at a customer and recommend a next-best-action that could be natively surfaced in Service Cloud, Sales Cloud or Marketing Cloud.”
Finally, trust
One feature of the presentations at Connections was the reassurance that, although public LLMs like ChatGPT could be selected for application to customer data, none of that data would be retained by the LLMs. Is this just a matter of written agreements? No, not just that, said Jania.
“In the Einstein Trust Layer, all of the data, when it connects to an LLM, runs through our gateway. If there was a prompt that had personally identifiable information — a credit card number, an email address — at a mimum, all that is stripped out. The LLMs do not store the output; we store the output for auditing back in Salesforce. Any output that comes back through our gateway is logged in our system; it runs through a toxicity model; and only at the end do we put PII data back into the answer. There are real pieces beyond a handshake that this data is safe.”
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