77% of customers read online reviews before making their purchase decision, 92% read them regularly. 88% of customers trust online reviews as much as personal recommendations and they form an opinion by reading from 1 to 6 reviews. Customers want an online store to respond to online reviews (78% think that an e-shop which responds to reviews have a better customer care service.) Buyers are not interested in online reviews which are older than three months.
- 88% of customers trust online reviews as much as personal recommendations
- 77% of customers read online reviews before making their purchase decision
- 73% of customers form an opinion by reading 1-6 reviews
- 69% of customers are not interested in online reviews which are older than three months
Still not convinced that online reviews are extremely important? Read more. We’ve prepared 6 reasons why you should ask your customers for their feedback.
Credibility. No reviews, no revenue. Customers want to know people who have experience with buying a product in a concrete online store. Studies show that the number of online reviews that your online store has is important – more is better. However, the reviews must be real – Only 14% of customers are unable to recognize a fake review.
You will be able to identify what’s wrong. You will never see it the same way as your customers do. Problems can be hidden and you will never find out what’s wrong if you don’t ask your customers.
You will discover who your customers are. You may think you do everything perfectly. But your customers can be interested in something completely different. You should listen to your customers and engage them in building your company’s image.
Loyal customers. Loyalty is connected to the previous point. If you engage your customers in building your image they will feel as their part and become more loyal.
More traffic to your site. More reviews, more information about your online store – easier to find you. Are you afraid of negative reviews? If you know how to respond to them and how to make it up to your customers you shouldn’t. Not every bad review will drive your customers away. Here are four important steps you should include in your respond: apologize, make it right, promise a better future and give thanks. NEVER reply with a hot had.
More reviews. It is proven that if customers see other reviews they are more likely to leave one as well.
Karolína Alvaradová – creates a perfect return process at Retino
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