Hi there Taylor Bogar! What I’ve tried to do in the past is pass along the review to their CSM so that they can try to figure out the issues with the customer.
Once that is figured and hopefully the issues are handled, I’ll reach back out to the customer and ask if they’d be interested in updating their review. I’d give it time in between their issues being fixed and you reaching out so it doesn’t seem so obvious.
Exactly Jaz Cuevas. Depending on the account, I would probably go a step further and make it a goal to turn them into an advocate and reference for your company, rather than just stopping at a revised G2 review. That larger goal has the potential to mobilize more internal resources. Different ways to nurture the relationship could be down with gifts/swag, an invitation to provide feedback on product roadmap session or additional touchpoints with senior leadership at your org could be of value to them too.
Let us know how it goes Taylor Bogar!
Yea assuming your overall score isn’t horrible, having some medium and even a few negative reviews actually increases conversion rates, and helps w perceived credibility b/c your page doesn’t look so varnished/curated.
+1 to Jaz and Erin - use the opportunity to learn and act, but I wouldn’t think of it as a permanent stain on a company’s driving record or anything like that
