From the archives
Recovered from an earlier Clark Outsourcing article. References, figures and announcements reflect the period in which it was written. Old prices and contact details have been omitted; some illustrations use images from the current site.
In this age of consumerism, company brands become stronger with each positive review they get from customers. Positive reviews, recommendations, and salutations solidify the foundations of a company brand. These are like an extra-layer of coating applied generously around a company brand to make it look smart and make it as sterling as precious metals.
However, customers rarely post positive reviews about experiences with products and services they’ve used. Most of the time, customers would go out of their way to review products and services they are dissatisfied with; this drastically alters the company brand’s stature especially if it’s constantly bombarded by negativism.
This phenomenon wherein customers would post negative comments on the Internet over a product or service they disliked is still unnamed; however, it’s effects are felt for sure by the company brands being targeted by these comments and feedback. These retaliatory customers injure a company brand’s reputation and would inevitably cause long lasting effects to a business that are not at all pleasant.
Based on an article from the Huffington Post, there seems to be a wide discrepancy among customers who would want to make online reviews based on their experiences with a certain company whether it be good or bad and those who would rather keep quiet despite having concerns with the products and services that they received from the same company.
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In the article, it said the out of a 100% of customer respondents, 75% are dissatisfied while 25% are satisfied. However, there is another thing to consider with regard to these numbers. This is the willingness to recommend or post a negative review.
After the numbers are crunched again, only 30% of those unhappy would share their experiences, whether to family and friends or to people on online forums.
Then, 10% of those who were happy with the services that they received shared their experiences to people they know or to people on online forums.
This leaves 60%, which is a combination of unhappy and happy customers who simply do not share their experiences about a product.
This is definitely a bit dangerous for the company in question because they would not be able to completely gauge the effectiveness of their products or services. This would result to a very vague forecast of whether or not a company would be able to reach it goals.
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The research results posted on the article mentioned above do not lie and based on another research material that analyzes the effects of negative reviews on company brands , it’s clear that a customer’s decision making on which products and services to buy or use are greatly influenced by reviews that are shared to them, regardless of the medium or channel used.
Let’s face it, we are very subjective creatures. We are sentient beings that rely mostly on feelings and on emotions borne from shared experiences. However, it’s not the end of the world just yet.
We, at ClarkOutsourcing, would be the cold draft to extinguish any spark of danger resulting from the damaging effects of negative reviews on any company brand. We offer brand management products and services that help balance the corrosive effects of negative reviews from disgruntled customers that truly could hold a grudge.
We have a way of doing things which ensures our clients that the effects of bad publicity are extinguished and buried deep underground, while they are replaced with good publicity that could only bring a company brand closer to its goals towards further glory!
If you’re one of those company brands in need of a true brand management champion, look no further. We have the skills and the technology to help you with your company brand.
Let us be the knight to slay your dragon!