Reviews and customer testimonials:( recommendations) play very
important key roles in the reputation, credibility and branding of companies,
websites or products on the Internet
(e-reputation).
They also influence Internet users when making their final choice on which brand or product to patronize.
How do you control your online reputation? or how can one get more
positive reviews? Should we be transparent in the face of negative
opinions?
1. Positive reviews improve the credibility and trust of a brand.
The possibility of leaving opinions or testimonials on the Internet gives Internet users the power to influence the reputation of brands.
But the importance of customer testimonials has led to all kinds of drifts.
The web is full of false consumer opinions today: some use it to damage the reputation of their competitors, others use it to artificially improve their image.
The stakes are high, since according to a recent study, 70% of Internet users take customer reviews seriously.
Also according to another survey conducted jointly by the Reputation VIP reputation agency and the FIFG, 75% of Internet users use the Internet to find out about products or brands before purchasing.
94% of internet users say they are influenced by negative opinions and the e-reputation of a site or brand on the Internet; and when faced with negative testimonials or opinions, 27% of them give up the purchase and 63% postpone it.
2. Reviews play a key role in the final purchase decision
Also according to another study, 85% of Internet users consult the opinions and customer testimonials of a brand or a product before finalizing their purchase on the Internet.
The presence of negative elements on a brand on the Internet affects the purchasing intention of Internet users in up to 94% of cases.
Finally, 80% of Internet users find out about a product or a brand on the Internet after receiving a promotional letter, and 85% do so after seeing an advertisement on television.
According to another study carried out jointly in November 2013 by Mdiamtrie and the SENSE laboratory of Orange Labs, 96% of internet users give up a purchase after having read a negative opinion while 94% buy after having read a positive opinion, even if 90% d '' are aware that there are false customer testimonials.
Negative opinions as well as Positive opinions therefore play a predominant roles during the user's final purchase decision of a product or brand service.
How can I get more positive reviews ?
Positive reviews improve the credibility of a brand or product, the confidence of internet users, the conversion rate and the average basket.
But unlike dissatisfied customers, satisfied Internet users are less likely to naturally leave an opinion or a testimonial after having chatted on the Internet. So you have to go looking for the opinions of your customers.
For this, you can send an email to your customer a few weeks after their purchase to invite them to give their opinion on your site, brand or product on specialized platforms such as Trustpilot.
To encourage him, you can for example offer him a reduction coupon. It is also important to work on your communication on social networks (Facebook, Twitter, Google +, Instagram, etc.) in order to show your customers and prospects that you are close to them and listen to them.
How to manage negative opinions on Pages?
It is completely normal to have certain negatives, it would even be suspicious not to have them.
Rather than trying to remove them, it is better to try to solve the problems directly with dissatisfied customers, this will allow you to improve your services or products.
Do not hesitate to respond to these opinions by trying to understand your customer's point of view and by explaining the incident better and providing satisfactory solutions, if possible compensation.
You can also contact the user directly to discuss their dissatisfaction.
If you provide him with a satisfactory solution, he will then be inclined to modify his opinion, or to file another in which he will praise the quality of your customer service in the face of the problem he has encountered.
You will be able to show your prospects that you do everything to satisfy your customers and that they can trust you, which will give a positive image of your company.
Negative opinions, as long as they are not too numerous, are an excellent opportunity to highlight the quality of your customer service.
Defamatory notices should be treated differently. If you believe you are the victim of false testimony or defamatory comments, try to contact the platform that published it directly to have it removed.
If it has been placed on your site, do not hesitate to delete it. False opinions or defamatory remarks, paid or posted can be by unscrupulous competitors.
Have a great day and stay safe.
They also influence Internet users when making their final choice on which brand or product to patronize.
1. Positive reviews improve the credibility and trust of a brand.
The possibility of leaving opinions or testimonials on the Internet gives Internet users the power to influence the reputation of brands.
But the importance of customer testimonials has led to all kinds of drifts.
The web is full of false consumer opinions today: some use it to damage the reputation of their competitors, others use it to artificially improve their image.
The stakes are high, since according to a recent study, 70% of Internet users take customer reviews seriously.
Also according to another survey conducted jointly by the Reputation VIP reputation agency and the FIFG, 75% of Internet users use the Internet to find out about products or brands before purchasing.
94% of internet users say they are influenced by negative opinions and the e-reputation of a site or brand on the Internet; and when faced with negative testimonials or opinions, 27% of them give up the purchase and 63% postpone it.
2. Reviews play a key role in the final purchase decision
Also according to another study, 85% of Internet users consult the opinions and customer testimonials of a brand or a product before finalizing their purchase on the Internet.
The presence of negative elements on a brand on the Internet affects the purchasing intention of Internet users in up to 94% of cases.
Finally, 80% of Internet users find out about a product or a brand on the Internet after receiving a promotional letter, and 85% do so after seeing an advertisement on television.
According to another study carried out jointly in November 2013 by Mdiamtrie and the SENSE laboratory of Orange Labs, 96% of internet users give up a purchase after having read a negative opinion while 94% buy after having read a positive opinion, even if 90% d '' are aware that there are false customer testimonials.
Negative opinions as well as Positive opinions therefore play a predominant roles during the user's final purchase decision of a product or brand service.
How can I get more positive reviews ?
Positive reviews improve the credibility of a brand or product, the confidence of internet users, the conversion rate and the average basket.
But unlike dissatisfied customers, satisfied Internet users are less likely to naturally leave an opinion or a testimonial after having chatted on the Internet. So you have to go looking for the opinions of your customers.
For this, you can send an email to your customer a few weeks after their purchase to invite them to give their opinion on your site, brand or product on specialized platforms such as Trustpilot.
To encourage him, you can for example offer him a reduction coupon. It is also important to work on your communication on social networks (Facebook, Twitter, Google +, Instagram, etc.) in order to show your customers and prospects that you are close to them and listen to them.
How to manage negative opinions on Pages?
It is completely normal to have certain negatives, it would even be suspicious not to have them.
Rather than trying to remove them, it is better to try to solve the problems directly with dissatisfied customers, this will allow you to improve your services or products.
Do not hesitate to respond to these opinions by trying to understand your customer's point of view and by explaining the incident better and providing satisfactory solutions, if possible compensation.
You can also contact the user directly to discuss their dissatisfaction.
If you provide him with a satisfactory solution, he will then be inclined to modify his opinion, or to file another in which he will praise the quality of your customer service in the face of the problem he has encountered.
You will be able to show your prospects that you do everything to satisfy your customers and that they can trust you, which will give a positive image of your company.
Negative opinions, as long as they are not too numerous, are an excellent opportunity to highlight the quality of your customer service.
Defamatory notices should be treated differently. If you believe you are the victim of false testimony or defamatory comments, try to contact the platform that published it directly to have it removed.
If it has been placed on your site, do not hesitate to delete it. False opinions or defamatory remarks, paid or posted can be by unscrupulous competitors.
Have a great day and stay safe.
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