Putting the trust back into online reviews
A vast number of consumer transactions and interactions now take place via the internet, and millions of consumers each year read and write online reviews.
Smart suppliers understand that proactively encouraging user reviews, and responding quickly and positively to feedback, can help them to keep customers and win new ones.The rapid growth of consumer review sites, covering a wide range of products (e.g. clothes, electrical appliances, toys, cars) and services (e.g. restaurants, hotels, builders, plumbers, electricians, lawyers), has the potential to empower consumers and drive industry improvements, by creating a more dynamic way to exchange information.
Not only are suppliers asking for consumer reviews, consumers are talking back, and talking to each other.
Review sites can benefit consumers, making it easier to research products and services, and identify those that best suit their needs in terms of function, price, quality and value for money. They allow consumers to share information about their experiences, and to seek feedback and opinions from thousands of other users. Online reviews can also be a valuable resource for suppliers, helping them to meet the needs and expectations of their customers.