Customer Review
What are customer reviews? Customer reviews refer to the review of products or services that are done by the customer who has obtained the said product or services. Customer reviews can also be said to be a way in which customers give their feedback through electronic commerce or online shopping sites. Apart from these two sites, there are also other sites that are mainly dedicated for customer reviews purposes. Customer review sites are mainly used by businesses to improve conversions or increase conversions rate which in the end will translate into high returns.
Nearly sixty-one percent of customers read other customers’ opinions on products and services online before making a decision on which product or services to obtain,
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Customer review is also important because it helps in enhancing your products or services; it also acts as a measure of customer satisfaction; it furnishes you with an understanding that allows you to create a better customer experience; it helps in improving customer retention; through customer reviews ideas to increase sales can be born; also, customer reviews improves SEO and ranking; and finally customer reviews can also be used to recognize customer advocates.
Research that has been carried out recently reveals that ninety-two percent of customers read consumer reviews online before they make any decisions on whether to obtain a product or service. It is, therefore, significant for you to keep customer’s best interest in mind by improving your products or services in response to the feedback given by the customers. This will help in eliminating bad content or reviews; this is because, in your Google search result, having a negative review could cost you greatly all potential customers who begin researching your
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The result that comes up are always telling for your company, and, always remember that being at the top of every search result is a good sign for your company. And, it also depicts that your consumer review website or user review website has a strong SEO term and also social media presence. On the other hand, if your business does not exist on the first two pages of your search result or alternatively the result seems to be not what you wanted your customers to see. Then you should engage your company’s online reputation management team to start
The first type is hostage, which is a customer who is stuck with a company even though they are dissatisfied. An example of this for me would be the water company that provides water to our house, WSSC. We have had many problems and slow service, but we are stuck with them because they have a monopoly over that service in our area. The second type is defectors, which means that you are not satisfied and you have the option to leave. An example of this in my household would be McDonalds because we don’t receive good service and there are other options that worth our hard earned money. The next type is mercenaries, which means you are only a little satisfied with the service and will leave if a better opportunity comes that is only slightly better than the one you are receiving. An example of this would be our service with Netflix because they do provide some good services but it is not excellent. If any of their other competitors were to offer the same service for a slightly better price then I would consider making the change. The last type is apostle, and this is the type of customer that all companies would like to encounter. These customers are very satisfied, very loyal, and very vocal about the great service they receive, which brings more loyal customers. Daymond John says “word of mouth is the most powerful ally you have on your side” (John, 2015) in his
Customer satisfaction can in fact translate into a major revenue source. Word of mouth, referrals and support/maintenance purchases add up to a significant amount of after sale dollars. General Motors once determined that a $50,000 Cadillac purchase could easily result in $500, 0000 based on satisfied customers. (Conference Board pg. 8)
Also, if a customer had a complaint about their food, we would not only apologize for the situation, but also give them complementary coupons to use on their next orders. Being curious to your customers really matters, because it shows that you care and that their business matters to the company. Even having a suggestion boxes for your customers, so that your business can get feed back and know what areas are needing improvement in will also matter as
Prendergast, G., Ko, D., & Siu Yin V., Y. (2010). Online word of mouth and consumer purchase intentions. International Journal Of Advertising, 29(5), 687-708
In the sector of management, the popularity of travel distribution over the Internet has provided hoteliers the opportunity to review consumer-generated content across the industry, because these reviews and ratings provide a powerful tool and a wealth of data to hotel management. Also, it is important for hoteliers to take consumers’ negative comments seriously in order to provide a service recovery or change product to better suit consumers’ needs. In article “The implications of social media on customer relationship management and the hospitality industry”, it is said that hoteliers have found that review of the information in comments enabled them to make management decisions that resulted in improved service operations (Rosman & Stuhura 2013).
Therefore, in order to predict how consumers will react to a message, we must correlate behavior with share of mind.
Client referral: by providing outstanding customer service, current customers are more likely to become long-term customers and refer their friends.
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.
Businesses use the media to convince consumers to buy their products. Since the start of mass media, companies have used communication to broadcast to large numbers of people about their product (Shah). Companies spend a great amount of money to encourage people to buy their product, by winning them over (Shah). The media provides information, rates, and suggests new products and services such as movies, computers, restaurants, books, fashion items, and more (Rinallo and Basuroy). Back in the days where brands had to buy advertising or secure media placements are gone. Today it is becoming really hard to know the difference between the role of marketer and publisher. This gives the chance for companies to become satisfied conservators, making their own items on their websites for their businesses (“Media Influence”). More and more people are considering traditional advertisements as untrustworthy; in fact, 75% of people do not think traditional advertisements are true. Companies uses online advertisements to influence people to buy their product. People today are trying to make more informed buying choices, using all the information they can find online. A person’s online experience can influence them to shop at a particular store; in fact, 91% of people shop at stores because of reviews online (Peneycad). People spend a large amount of time researching products before they decide to buy them. 86% of people use search engines to research products. 62% of people who research products online buy products in the store. People who research services and products online are more likely to make a buying decision (Peneycad). 78% of people are influenced by post from companies on social media websites. 72% of people are trusting of online recommendations of products. Peneycad mentions,“This means 72% of people trust complete strangers just as [much] as people they know when it comes to making a purchase decision (Peneycad 2).
It may possibly be the deciding factor of a business’s customers and overall income if people start to learn about the negative aspects they will be driven away and not consider going to a place that has negative reviews and ratings. Consumers do this because it has also been proven that people trust most everything they see on the Internet. Consumers are making a decision without even visiting and creating their own opinion on something. Instead they took someone else’s opinion that they have never met and most likely does not share the same viewpoints as them. Due to this trust of Internet reviews along with ratings that may or may not be biased, a small business can become less and less popular and may possibly even drop current customers and slowly go bankrupt. In connection mostly the entire predicament is allocated to a couple pessimistic people that perhaps may not have the same viewpoint as possibly an additional consumer would have if they did not have dependence resting on Internet reviews of random strangers that are benefitted by different things at that moment in time then themselves may feel in the same scenario. Edward Mercer said that “Everything from negative reviews and comments about your company to unauthorized or
If customers are willing to help out a little, this could lead to the creation of an enjoyable enviroment for them and to significant cost reductions due to the divsement of service efficiencies. An example of this is Firefly. Firefly is a network that creates virtual communities of customers by getting them to give information about themselves and doing the work required to create virtual community. After customers give information about their preferences regarding books, music, and films, firefly then builds a profile ofne that customers likes. The information is then compared with other customers ' interest and enjoyment profiles to recommend new music, book, and films. This information is very useful to customers but a big asset to Firefly. Their able to sell this information to film produces, record companies and book sellers. Customers are the co-creators of their own service and enjoyment and they produce a huge asset for
Several factors affect consumers’ attitudes, actions and decisions. Public catch information from social networks, which is an important source of getting information and this, is also a very suitable source of information. People talk about their experiences with each other regarding a product or brand. This is how people get different kind of information about different brands and products. In marketing we call this thing electronic word of mouth. Word-of-mouth is evaluating or sharing experiences...
Digital marketers must keep up-to-date with the consumers preference, trends and needs, in order to meet these needs and to be able to remain competitive in the market . The connectivity created by digital media leads to enhanced product benefits such as online games and applications (Pride & Ferell, 2014). However, the use of the internet to sell products could be a disadvantage to the business since the goods being sold are intangible, the consumer could research and find reviews describing a product as low quality which could result in sale losses (Brand Driven Digital, 2013).
Customer service is used to set the direction for the business. In any organization customers should be first priority. Excellent customer service promotes customer satisfaction, employee motivation and gives the business a competitive edge among other businesses. (Adam Toporek, 2012). Excellent customer service is about creating a relationship of trust and loyalty with customers that transcends the interaction of the firm. Customers should be an organization’s number one priority. After all, without customers there will be no business and no income.
Customer Service is the provision of service to customers before, during and after a purchase. The perception of success of such connections is subject to workers "who can modify themselves to the identity of the visitor". Customer service concerns the need an association relegates to customer service in respect to segments, for example, item development and valuing. In this sense, an association that esteems good customer service may spend more cash in preparing representatives than the normal association or may proactively interview customers for feedback.