¿Tienes alguna reseña negativa? Podría ser positivo para tus ventas

Darnell Holloway

May 4, 2016

Screen Shot 2016-05-05 at 10.09.51 AM

Has leído bien. Tener alguna reseña negativa en realidad puede ser positivo. Por un lado, un estudio reciente de la Northwestern University demuestra que los consumidores confían más en las reseñas y en la calificación de estrellas cuando hay una mezcla de opiniones positivas y negativas. Por otro, la labor investigadora de Yelp también respalda esta idea. Las cifras demuestran que los negocios que tienen varias reseñas negativas consiguen más visitas que los que no tienen ninguna. Esto se debe a que los consumidores recelan un poco de las empresas con calificaciones impecables. Cuando algo parece ser demasiado bueno para ser verdad, normalmente es así.

Pero la realidad es que tener una reseña con una o dos estrellas es como que te echen un jarro de agua fría. Lo bueno es que puedes responder y tratar de enmendar el problema, y, quizá, incluso cambiar la perspectiva del cliente para mejor.

Para saber más al respecto, échale un vistazo al organigrama sobre cómo responder a las reseñas que hay en la página 8 de nuestro libro electrónico El ingenioso manual de Don Yelp España – Una guía útil y sencilla para gestionar tu negocio online. Aquí puedes acceder a él y aquí puedes ver el estudio.

The information above is provided for educational and informational purposes only. It is not intended to be a substitute for professional advice and may not be suitable for your circumstances. Unless stated otherwise, references to third-party links, services, or products do not constitute endorsement by Yelp.

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