In today's Yelp age, online reviews for everything from restaurants, to hotels, to places to shop have the power to influence consumer behavior and guide purchase decisions. A study by international market research firm YouGov reveals that 78 percent of Americans check out reviews before making a purchase decision, and that they do so in order to assess the quality of a product or service.
But foodservice, hospitality, and retail are not the only industries where reviews are making a signific...
Today, brands in all industries are facing new challenges. There has never been more feedback online, and the expectations have never been higher. For a business, online customer support is no longer an option. Customers are demanding more, and they want answers at their fingertips. In this digital and social media age, where customer experiences are laid out on the table for other customers to see, companies want to understand how engagement and experience are affecting customer relationships, and they are using feedback to measure it.
For some marketers, there’s a dark and stormy cloud on the horizon. Negative reviews are becoming the norm and it’s possible that a brand may not have a complete grasp on the impact these negative reviews have a business. This is the age of the customer. A majority of consumers are relying on customer reviews to make purchasing decisions. Public customer feedback and negative word-of-mouth is causing businesses in every industry to lose potential customers.