Optimized Ecommerce EP 051 – How to Leverage Negative Reviews

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Business Tech Ninjas Apr 14, 2021

Welcome to Episode 051 of Optimized Ecommerce – How to Leverage Negative Reviews. I’m your host, Tanner Larsson, CEO of BGS.

BGS means Build Grow Scale! It is a community that we founded where eCommerce entrepreneurs and physical product sellers come to learn how to take their businesses to the next level.

Super thrilled to have Eric Kwoka back on the show for the second time around! He is one of the BGS ex-pat Revenue optimization Experts, he loves to travel and bounce around while doing his work on a laptop.

Eric is one of the guys who really dives deep into the nitty-gritty of Revenue Optimization, that’s because It’s his personality type, it is what he likes and enjoys the most. He just drills down into some really cool areas of the business. And he’s pretty awesome at doing that.

Here’s just a taste of what we talked about today:

Eric discussed the reasons why store owners shouldn’t take negative reviews personally.

Store owners have a negative bias, where they could have a million people screaming praises, and that one person that says something negative sticks for the day. A lot of times, this can lead to store owners wanting to get rid of negative reviews to make everything perfect. This can cause a lot of problems related to trust.

The surveys and tests that BGS has conducted show that a perfect 5-star rating makes it unbelievable for people and it actually destroys customers’ trust. People also tend to make purchases with stores that have more reviews than the ones that have few perfect 5-star reviews.

Then, Eric talked about the positive benefits of displaying negative reviews or low star reviews.

Displaying negative reviews makes people trust your store a little bit more. They would think that your business is honest and that you are doing the right thing.

Another benefit of negative reviews is that it helps disqualify customers that are not going to be happy with the product. It saves the store from possible shipment & refund hassles.

We also discussed a few other fun topics, including:

  • The reasons why people look at negative reviews before buying.
  • How to effectively sort negative reviews?
  • Ways to turn negative reviews into something beneficial to the customer and the store. 
  • How to correctly leverage the FAQ page?

But you’ll have to watch or listen to the episode to hear about those!

How To Stay Connected With Eric Kwoka

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Also, Eric mentioned the following items on the show. You can find that on: