Monday, March 26, 2012

Online Reviews: Why does it matter?

The online reviews of a company's services can have positive or negative effects on whether your business thrives. The best content about your brand  or product doesn't come from you but from consumers. According to Cone’s 2011 Online Influencer Trend Tracker studies found that four-out-of-five consumers decided against purchasing a product based on negative feedback in an online review."

 As seen in the chart, word of mouth is the main way people are influenced when buying products but online reviews falls second. The more negative reviews individuals see about a product or company, the less likely they are to make a purchase, resulting in a loss of revenue. It is in the best interest of business owners to insure that customers are always satisfied with their services. Websites like Yelp, Trip Advisor, Yahoo, Google and Bing are sites that consumers use to write reviews on products and businesses. If bad reviews are received, the more your brand is seen in a negative light. It is important to have a profile on multiple websites that showcases your brand because it will overshadow any negative posts about your brand. If negative reviews are made, businesses must insure that the issue is resolved and there is a follow up with customers to make sure it does not happen again.

I have personally had an experience with a bad product and if it wasn't for my complaint to the company via Twitter, I would have never received better customer service and a new product. Companies do not like to see negative feedback of their brand especially on growing social media sites as Twitter or Facebook because it paints them in a negative way. Companies can also track what is being said about their brand through tools like Google Alerts, Hootsuite, Trackur, and Twitter Search.

This website lists 15 ways to avoid a bad review:

As a hospitality professional, what are some strategies that you would use to ensure that your company retrieves good reviews from customers?
Have you had any experiences posting reviews online?

Pictures taken from
The Inquisitr
My Reviews Page