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Tuesday, February 09, 2010
If you were to ask most people, they would tell you that negative reviews would kill their company. However, I can tell you of one company that turned their entire business around based on negative reviews and feedback.

Dominoes Pizza

The result? Record breaking sales for Superbowl.

Their customers specifically stated:
  • Pizza was cardboard
  • Mass produced, boring, and bland pizza
  • Microwave pizza is far superior
When your customers are giving you reviews like this, what do you do?

Get mad that your customers are unhappy? Try to hide those bad reviews?

Dominoes employees admitted, it was very hard to hear these comments. They put their heart and soul into these products and people were saying how horrible they were.

"You can either use negative comments to get you down, or use them to energize you and excite you."

Dominoes used their bad reviews to turn things around. They acknowledged the problem and the customer. They wanted people to love their pizza. It started with being honest.

The listened to their customers and they made changes based on what they heard.

They went back to those customers and tested. What do you think?

They went back to the public and said, "Hey, we screwed up and we made it better. Please give us a try."

They created a website where customers could find out more information about the new pizza and how they are turning things around. All the time asking, "What do you think?"

Remember: Feedback is very important!!

Dominoes listened, made things better, and sales are booming.

The next time you receive negative feedback, be happy!!

This is a great opportunity to learn where your business or product needs help to increase your sales. Be happy that someone cared enough to tell you the truth so you could fix things. Be happy that you have the information you need to make things better for your next customer.

Yesterday I had the pride and privilege of interviewing Avinash Kaushik on my radio show Ecom Experts.

Avinash has a wonderful free tool that you can use on your website that will help you gain feedback from your website visitor. Find out why visitors are at your website and whether or not they are completing their tasks (and if they aren't, what's getting in the way?) Make sure to check it out!!

by: Shawna Seigel

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