“Online reviews? Heck, nobody
pays attention to online reviews.”
According to an infographic from Reputation Advocate
, consumers are voicing their joys and dissatisfactions about businesses online more than ever, and their accounts of their experiences can make or break a brand’s reputation.
Consumers are not only reading more reviews, they’re putting more trust in them. Seven out of 10 customers say they trust online reviews as much as personal recommendations.
A whopping 73 percent of consumers say positive customer reviews make them trust a business more. On the flipside, 80 percent of consumers are likely to change their minds about purchases based on negative reviews.
The infographic also points out that 83 percent of consumers say it’s important to read user-generated content before making a decision about banking or other services, and that 85 percent of surveyed consumers read online reviews about local businesses. Fifty percent are more likely to use a local business after reading a positive online review.
Contrary to popular belief, online reviewers are not just a small, unhappy faction of the population. Seventy-five percent of reviews posted on online review sites are positive.
Perhaps the biggest takeaway here is that 95 percent of unhappy customers will return if an issue is resolved quickly and efficiently.
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For more helpful insights, check out the full infographic: