Customer reviews are playing a much more significant role these days than in the past. While previously customers had access to product reviews through third parties that gathered information on customer satisfaction, now buyers can easily communicate with one another directly online.
Customer service and product quality are more important than ever due to the availability of online information that enables customers to research and find reviews on your products. While some will still buy from traditional storefront sellers, e-commerce is exploding. Customers who buy online do their research before buying, something that in the past was not always possible. If your product is flawed or your customer service is bad there is a good possibility that potential leads will discover this in the buying process. The customer experience has therefore become crucial in this new environment.
Reviews can be very useful to help you create the best possible customer experience. Marketers will actively seek reviews in order to keep customers engaged and find ways to improve their experience. You can generate reviews through such tools as surveys and follow up emails.
It is much easier for buyers to shop around for prices, read expert reviews on products, and find customer reviews. Currently, several online platforms give easy access to customer reviews. Some of the most popular avenues include Google search, Amazon, Yelp, Trip Advisor, and Foursquare. According to the BrightLocal Local Consumer Review Survey of 2016, 84% of people trust online reviews as much as a personal recommendation.
Good customer reviews will increase sales, thus good service and customer experiences are essential to generate positive feedback. More than ever, the customer is king, and your business’s reputation will likely precede it.
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