When it comes to customer feedback replying to good and negative reviews is vitally important.
Why? Well customers will read between 6 and 12 reviews before booking a hotel or a tour. 87% of people also think an appropriate response to a bad review improved their impression of that business.
Put trust in your products and don't be afraid to ask for feedback. People will happily share their experience with your company if they were satisfied, and if they weren't, at least you are aware and you can quickly make changes.
Plus, writing an empathetic and be-spoke answer to a bad review shows that you really value your customer’s opinion.
A fault confessed is half redressed.
Filming location: Cameron House, Scotland