Phillip Smith

Phillip Smith

Phillip is responsible for driving the UK business for Trusted Shops, coordinating different aspects across Sales, Marketing & Customer service. His team ensures E-commerce and multichannel retailers build trust and confidence with their customers, through the use of Customer Reviews, Trustbadge® technology and a Money Back Guarantee for consumers.

Posts by Phillip Smith

The right way for online retailers to deal with negative reviews

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In my series of articles, I already showed you the difference between genuine and fake reviews and gave you some tips how you as a retailer should react to reviews, positive or negative. This time, I’d like to concentrate on the latter.

So you’ve sent the goods well packaged, intact and complete within the specified delivery time, but your customer has still submitted a negative review of his order? It happens. And what you have to remember is this: Don’t get angry, manage it professionally.

Customer criticism is part and parcel of the digital age and is by no means a reason to despair. On the contrary, as long as you respond actively and correctly to them, even negative reviews are valuable. I would like to show you how to turn a negative review into a positive customer experience.

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Category: Net Culture | Tips
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How retailers should react to reviews

Last time, I gave you an overview how to easily recognise authentic reviews.

With the right product, collecting reviews is very simple for online retailers nowadays and it’s a real joy when the first customer ratings come in. But what’s the best way to react to reviews as an online retailer? When does a public response make sense?

Today, I have put together a few tips for you.

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Category: Net Culture | Tips
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How to easily recognise authentic reviews

Authentic customer reviews build trust in a company or product. The 2011 Nielsen Global Trust in Advertising survey proves that 70 percent of all consumers trust online reviews. This high level of trust can, however, only continue to grow if customer reviews are always authentic. If consumers feel that reviews have been falsely given, the reviews lose their value and can even shed a bad light on the rated company.

But how can you be sure if a customer review profile really contains genuine and authentic reviews? There are a number of simple indications that are obvious just by looking at the customer review profile:

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Category: Net Culture | Tips
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