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Nika

How much do you care about customers'review?

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Based on yesterday's discussion, several people gave me advice on which countries are best for setting up a formal business. I started looking for intermediaries to set up a company. One of the things I do is read reviews, testimonials, etc. As soon as I read the reviews on Trustpilot and saw a lot of low ratings, I was put off. Google reviews were good, but Trustpilot was not so good. This is how companies lose customers. How do you approach customer reviews as they influence customer decisions? My perspective: 1️⃣ A company should provide excellent service, let them avoid this. 2️⃣ A company should proactively respond to them in a receptive manner. 3️⃣ Buying reviews is a No-No for me if you want to do any business seriously and long-term.

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Karan Arora 🚀
Customer review is the north star metric for any business at any stage. We always try to give atleast 7 star experience to our customer because 5 star is not enough.
Nika
@gamifykaran I understand, but honest review also helps. Because you can let other people know that something is a scam.
Karan Arora 🚀
@busmark_w_nika Absolutely, customers always look at 2 type of reviews (1 star and 5 star) and everything else is a fake one in most of the cases.
Nika
@gamifykaran In these times you won't. be 100% sure what is real. Some reviews can be fake too.
Shivam Singh
You’re spot on, @busmark_w_nika . Reviews can make or break a business. Even if Trustpilot had low ratings, I appreciate when a company genuinely responds, especially to tough feedback. If they handle criticism well, it shows they care. But fake reviews? Big no-no from me. They always come back to bite in the long run. BTW, what’s your take on how companies should handle bad reviews?
Nika
@whatshivamdo This is a good question I haven't handled it completely but yesterday saw a polite answer when someone used swear words. The company said something in the sense that such words don't belong into their vocabulary and they continued in explaining the situation. It impressed me positively.
Indu Thangamuthu
Google review, Trustpilot, Glassdoor, Clutch, Indeed... 🥷 It's not at all fair when a 1-star review gets more support, but even a real 4-star review will be tagged only as "fake", "paid", “known people”, “could be, they signed a contract to post review" .... A 1-star review saying "As 1-star is min. I am rating 1. If any less, I would def. give that." is considered more valuable than an honest client'review. A 1-star and 2-star review based on emotions is considered real and true nature of the business while a honest 4-star and 5-star out of same emotion, is considered fake or scam. I dunno how to view these reviews, seriously. Companies are being chosen more like Amazon products. 🫥
Nika
@indu_thangamuthu the thing is that some companies do a service for 1 * reviews to harm businesses.
Indu Thangamuthu
@busmark_w_nika Yep...that's exactly why I pity people who believe 1-star and 2-star reviews are real and true😶‍🌫️
Nika
Update: The company with have a lot of Google reviews but on Trustpilot is not doing great. I have to say that they react in a good manner even on that (sometimes impolite) criticism and the guy I received on the customer support was very prompt in answer and detailed.
Kay Kwak
Launching soon!
Exactly. At first, customers may visit after seeing fake reviews, but soon they will discover the truth. Once that happens, it will receive even more criticism and could spread by word of mouth among customers. This can lead to bigger issues, so fake reviews should really be avoided.