Companies need to understand how customers use online reviews to decide if they should do business with them or not. In a post-pandemic world, this trust is crucial for e-commerce sales. And as such, companies need to manage and improve online reviews to make sure they are helping customers find the right product or service. This is a huge task that requires a thorough understanding of consumers’ evolving needs and expectations.
Customer trust in online reviews is down to the corporations themselves.
A recent study shows that consumers trust online reviews of products and services. In fact, a majority of consumers read online reviews before making a purchase. Furthermore, over half of consumers consider poor review scores more genuine than perfect ones. On the other hand, if a product has an excellent five-star rating, more than six in ten consumers will still do more research. Also, 85% of consumers leave online reviews to help other consumers make a purchase.
However, the situation is not as simple as it once was. Consumers have gotten more skilled at identifying fake reviews, so they will take recent reviews more seriously. Additionally, if a business posts counterfeit reviews, it will soon be exposed and won’t be taken seriously anymore. Therefore, a business that fails to keep up with the ever-changing needs of its customers will find itself in a challenging situation.
In 2022, customer trust will be down to corporations rather than the customers. As a result, those in charge of consumer experience analytics will have to learn how to respond to positive and negative reviews. In addition, there’s a significant gap between what consumers expect from businesses and what they actually receive. As a result, only 37% of companies respond quickly to customer reviews, whereas more than 50% expect a response within a week. This means that faster response times are crucial to maintaining a positive reputation.
Today, it is essential to respond to any reviews posted online. A business builds trust with current and prospective clients by responding to reviews. It shows transparency and shows a genuine interest in improving customer experience. Online reviews are a great way to attract new customers and bolster the existing clientele. Reviews are usually qualitative, meaning they capture the customer’s emotions. The sentiments portrayed by reviews may also affect the opinions of other potential customers.
Online reviews influence e-commerce sales.
The impact of online reviews on e-commerce sales is proliferating. According to a recent study by TargetBay, online reviews influence up to 88% of all US eCommerce sales. As brands compete with aggressive marketing efforts, product ratings and reviews can secure the customer journey and give them the confidence to complete the purchase process. A recent study by e-commerce analytics firm eMarketer suggests that the optimal number of reviews for a product page is four.
In fact, reviews have become so influential that consumers spend almost four times longer on a website after reading a single study. In addition, they convert better on higher-priced items if they have many positive or negative reviews. Similarly, negative reviews have been shown to influence e-commerce sales by 380% compared to positive reviews. The study also shows that 67.7% of consumers read online reviews before making a purchase. Additionally, 81% of consumers are willing to wait for a product to get a positive review if the study is available online.
Consumer trust statistics have shown that consumers trust consumer reviews over company advertisements. However, many people still fail to trust a business’s judgment if they don’t trust it. Whether a review is good or bad, it will likely influence your e-commerce sales. Nearly half of consumers trust customer reviews over personal recommendations. As a result, positive thinking can help increase business leads, conversions, and profits.
Besides the importance of reviews in online shopping, consumers also consider other factors when deciding whether to purchase a product. For example, 57% of US online shoppers agree that customer reviews are helpful when making a purchase. In fact, they expect an average of 112 online reviews before a purchase decision. In addition, a verified buyer badge increases the likelihood that a purchase will occur. Furthermore, 7% of US online consumers reach out to podcasts and blogs to learn about a product before making a purchase.
Consumers who read online reviews are much more likely to make a purchase when they find positive feedback. A well-rounded account of a consumer’s experience increases trust in the brand and makes it more likely that customers will make a purchase. When customers find positive reviews, they feel authentic and credible. If a negative review is deleted, consumers are less likely to trust a brand that deletes negative feedback. Moreover, 62% of consumers would avoid a business if it deleted terrible reviews.
Studies show that an average 50-word review can be as influential as a positive recommendation from a close friend. A recent study by BrightLocal revealed that people rely on online reviews as an essential component of a company’s overall trust. However, an algorithm on the website can hide a bad review. Conversely, positive reviews can make or break a brand. The impact of a study on e-commerce sales is so significant that it can outweigh any negative thoughts.
Incentivize customers to leave a review
A recent survey revealed that almost a quarter of consumers would be willing to receive free services or gifts in return for leaving a review. However, cash incentives aren’t as common as they once were and may be on the decline. Instead, more companies will offer a combination of cash and complimentary products or services in exchange for reviews. Let’s examine the most popular ways to incentivize customers to leave a review.
Incentives for reviews can include a product discount, entry into a monthly prize drawing, or cold hard cash. While most business owners have experienced the sting of a bad review, they also understand the SEO value of a positive review. After all, it is hard to compete with a business backed by a solid reputation. That’s why it’s important to encourage customers to leave reviews to improve their local SEO.
Using coupons to encourage consumers to leave a review is a proven way to drive the number of reviews your business gets. So it’s not surprising that most consumers would agree to write a review if offered a discount. Furthermore, a free product or sample can generate a large number of studies in a short amount of time. A more than 10,000 consumers survey found that free product samples were the best incentive for encouraging review writing.
If you haven’t done so, it’s time to incentivize customers to write reviews. For example, consider offering a dollar amount off your next purchase. Consumers value reviews from other shoppers, so make sure you advertise your incentive prominently in post-purchase emails and on your website. Promoting your motivations will supercharge your customer review collection efforts and drive higher conversion rates across your website.
Incentivize customers to write reviews on websites and mobile applications. You can use industry-specific directories such as Angi, Citysearch, Trustpilot, and Tripadvisor. You can also give your customers rewards for leaving reviews. After all, writing reviews requires time and effort. You can reward your customers by giving them coupons or other perks. You can also use periodic giveaways to reward customers for their reviews.
The good news is that consumers are willing to provide reviews. Interestingly, nearly 17% of consumers didn’t feel prompted to do so in the past 12 months. However, this number will likely increase as time goes on. In addition, incentives for customer reviews have been proven to increase conversion rates by as much as six times, which means that if you’re looking to improve your customer base, you need to invest in a rewards system.
Providing incentives for leaving reviews is crucial to building trust in your brand. Moreover, consumers are inclined to believe that thoughts are accurate if they’re recent. So businesses should focus on making it as easy as possible for consumers to leave a review. To make it easy for them, you can use templates or buttons. And you can use social media to connect with local shoppers and build profiles for retention marketing.