RatePoint

Turning a negative into a positive

There are plenty of clichés about how negativity impacts everything around it. This concept is especially true in small business, where reputation is vital.

A survey conducted by The National Association of Retail Marketing Services revealed the impact of a negative experience on a brand - for every one customer that complains, businesses will lose 10 customers. Also, 13 percent of those surveyed indicated they tell more than 20 people about their negative experiences.

We’ve all seen examples of how the Internet makes it much easier to tell others quickly what we think. It’s up to the business to be proactive in seeking customer feedback and responding to negative comments. RatePoint customer, BuyMMOAccounts.com, has proactively been able to address information online about its reputation by pointing to its collection of customer reviews on RatePoint.

As we wrote earlier this month, the lawsuits surrounding reviews left on Yelp have highlighted the importance of managing reputation online before it turns into a larger issue. It’s great to see businesses becoming proactive about reputation to minimize the impact on the brand.