Do you believe that when you admit a negative, the prospect will give you a positive? (Law 15 in the book 22 Immutable Laws of Marketing)
Would it make sense to say "Yeah, we are human, we make mistakes but here's how we fix them."
The reason I am asking because I am looking for advice. I am considering whether or not I should develop a Shopify App that allows you to display resolved complaints on your platform in order to build trust.
The source of these resolved complaints would be an independent, third-party platform - 'a modern-day BBB' - so that your customer would believe that the resolution reviews can be trusted.
Resolved complaints would include ratings that are based on the OUTCOME of the resolutions. Unlike on BBB/Yelp/Google Reviews, you would have a fair opportunity to respond and resolve the issue before ratings are issued. Customers would only be able to issue ratings after the resolution has been achieved.
If we decide to go ahead and develop the app, I'd be happy to offer the app for free for life to those who'd beta test and offer feedback.
Thanks in advance. :)
I'm Ann, from the team here at Shopify :)
That's definitely an interesting idea for an app! I can absolutely see how giving your customers a chance to see how negative experiences were resolved can build trust in the store and brand. That said, I did find some articles in our Shopify Blog that go over this as well!
Check these out and hopefully they give you some more inspiration:
I hope this helps! If you have any more questions or concerns feel free to reach out to us on this thread :)
Have a great one,
Interesting idea! Resolved problems can be a "badge of honor" for the support team. It's easier for a customer to believe a store is reliable when there are visible solved problems instead of just saying they have a support.
You will have to think about how/if the customer informing about the problem should agree to publish the complaint public.
Thanks for your comment Paul! I like how you coined the term "badge of honor". :)
It's easier for a customer to believe a store is reliable when there are visible solved problems instead of just saying they have a support.
Every company claims they have excellent customer service. It's easy to say but hard to prove.
The current reviews services like Trustpilot and Yotpo are great but they don't make it easy for consumers to find out how well customer service is able to resolve issues. That's the niche I am interested in.
You asked if customers would agree to publish their complaint. That's not an issue. In Brazil https://www.reclameaqui.com.br/ has 15 million users and in Turkey https://www.sikayetvar.com/ has 3+ million users.
We're piloting in the U.S. and haven't had any issues with consumers not wanting to publish their complaints. https://nonono.com/
Actually, it's the opposite. It seems that in the U.S. people really like to vent. :)
I am currently reading a book called Hug Your Haters by Jay Baer. There are many great examples of how resolving complaints in public can turn complaints into compliments.
absolutely - great idea. Every complaint is an opportunity to win more business, and people trust stores that resolve the complaints in an excellent manner [see Amazon]. So yes, that's a great way to build trust and win more business. I'd rather see it featured in the feedback section, and not displayed on the website, as a badge of honor :)