Consumer opinion is a tool to improve the customer experience and adapts commercial actions according to customer needs. By understanding why you need online feedback, you can optimize your customer experience to create a positive online footprint. Let’s take a look at these seven reasons why the experiences published by your consumers with your brand are vital.
When comments about a product are shared on social media, readers may want to look at the brand’s website, increasing brand awareness and visibility. Comments on consumer rating sites can also affect the number of visits on your own site. On this site, travelers can rate the hotels they have visited in general and in various aspects (disease, location, etc.).
Companies conduct focus groups, personal research, or customer phone surveys to determine product characteristics, flavors, or styles that consumers want. This can happen if the consumer does not directly decide to do an evaluation and is PissedConsumer instead asked to complete a survey. Conducting surveys often involves biased opinions about your products, brands, or services. With this type of data collection, the buyer does not have as many incentives to provide truthful comments.
In 2016, 90% of buyers read at least one online review before deciding to visit a company. Customer qualitative stories add color and nuances to quantitative comments . These personal experiences help a team understand the feelings behind customer decisions and the community’s response to a company’s brand or decisions.
You can also access your competitor’s reviews through social listening to see if some appear false. On the other hand, customers don’t always comment on a product in the brand’s media: online reviews can be found on multiple platforms. Due to the huge number of sources, it is impossible for managers to follow each evaluation themselves. Social listening platforms collect all product or brand entries based on selected keywords. These platforms can collect consumer reviews from thousands of conventional media, local websites, and other online resources in one centralized location.