January 26,2021

Converting negative reviews into the most valuable ones

Mike Blac‪k‬

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Full Episode

Transcript

so we have a customer and three appliances industry that actually make humidifiers. And one of the things that they're customer relations team does is they mind reviews and review the sort of negative sentiments with their marketing and R and D team to uncover things that could be like education issues. So they often find. Maybe, uh, consumer leaves a negative review because they don't understand something about the product and so they can educate them. They could add that education to the packaging or they actually identify a product issue eso in this example there was they launched this new humidifier that had this blue light and the blue light would just keep people up at night. And so they got the feedback and they were able to say, All right, in our next version of this, let's tweet the light. So I think it goes everywhere from using the copy and your product page copy toe, actually informing innovation bets or R and D or packaging. And so that's like the next level of how you could really get value out of reviews.

Thanks,
George