When faced with a difficult purchase decision, most people head to Google to find out what other people think. In fact, 66% of us trust consumer opinions and in particular, 70% of millennials trust online consumer reviews*. So brands that ignore product review tools will suffer the consequences.
If someone is leaving a review, it’s for a good reason. Either they love or hate what you’re selling. The opportunity for the brand is to firstly, understand why your audience loves or hates your product/service and secondly, respond. We recommend taking the time to gather and analyse your online reviews every few months. It isn’t ridiculous to think that the people who use your product could have some useful insights.
Don’t be afraid of negative reviews. If every review is positive people might think they aren’t authentic (#fakenews). But do not ignore them. Make good on your mistake or offer alternative solutions as soon as possible. Customers want to know that they’re heard and valued. After all, bad news spreads much faster than good news. The same goes for reviews.
*Nielsen 2015 Global Trust in Advertising Report