What Research tell us about Reviews
Various recent studies has shown that on Average 90% of customers say buying decisions are influenced by online reviews. According to Bloomberg, an overwhelming 90 percent of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86 percent said buying decisions were influenced by negative online reviews. Approximately two-thirds of the 1,046 respondents reported reading online reviews. While Facebook was the leading resource for positive reviews, the most common place to find negative reviews were online review sites. 58 percent said they were more likely to share
customer service experiences today than they were five years ago, with more and more people sharing experiences on social networking sites and writing online reviews.
Of the respondents who shared negative experiences, 45 percent used social media and 35 percent shared via online review sites. Key findings of the study illustrated that customer service not only affects revenue, but has a long lasting impact, with customer service ranking as the No. 1 factor influencing how much a consumer trusts a company.
Benefits of Reviews
We a reputation management Company in London believe that consumers want to discover the pros and cons of a product before spending their money. They want to know how much someone enjoys the product or how much they despise it and why. Companies understand that you want information from the people you trust and they know how influential it is in the decision-making process.
Having a holistic view of reviews enables you to do the following:
- Listen to your customers
- Track and analyse customer sentiment
- Immediately intercept negative reviews with positive reviews to protect your Brand identity
- Improve your service offering
- Sharepositive customer reviews across multiple platforms
- Identity a niche amongst your competition
Reviews can make or break a company in today’s world. All the money, time and effort that is put into marketing your brand, this can all be washed away if you’re not protecting your reputation online. It today’s fast paced digital world, it is very hard to build trust with potential customers online.
A good way of getting the ball rolling in terms of encouraging customers to leave reviews is to offer some kind of incentive, such as entrance into a competition or a small discount on the next purchase for leaving a review. Another practice is to send an email after each order asking if everything was ok and requesting that the customer review their purchase.
We a provider of reputation management services in london believe that reviews on a general level can help you understand the needs of your customers and help you to improve or adapt what services you provide, what products you sell and how you deal with customers.
Conclusion
Having more customer reviews not only helps build trust and loyalty, but user reviews increase conversions. The benefits of bad reviews very much depends on the proportion of good to bad. Reviews can eliminate any doubts potential customers may have about a products/services provided or can help product selection. Remember to always protect your Brand identity.
