Friday, October 3, 2014

Top 5 Infographics of the Week: Online Review Revolution

Some say that ignorance is bliss. Well, we think that in most scenarios, ignorance is almost never bliss. If you think that tuning out negative and false customer reviews online isn't going to hurt you, you are sorely mistaken. In a world where 92% of adults consult online reviews before making a purchase, you really have no choice but to confront it head-on. Ignoring what your customers say about you can have a dramatic effect on sales, and this goes for businesses big and small. Don't take it personally though; it happens to the best of us. Even the most highly regarded brands around the world get negative feedback on the regular. But what's more important (and more difficult) is how you handle it. So take a look at these 5 infographics with tips and tricks about how to manage customer reviews and feedback of all kinds.



#1: Online Customer Reviews by MyRepControl
  • 92% of adult consumers consult online reviews before making a purchase.
  • Negative reviews have caused 80% of consumers, at one point or another, to change their mind about using a business. 
  • There are 4 main ways to handle negative reviews: first, listen and clarify. Pay attention to what your customers and prospects have to say. Second, respond privately to all complaints completely. Third, always respond in a timely manner. Don't wait for the problem to go away, address the issue head-on. Fourth, ask for reviews from happy customers! Negative reviews will always exist, but that doesn't mean we can't offset this a bit by asking for some positive ones.
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Online Customer Reviews

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#2: Online Review Revolution by Dynamic eMarketing
  • It looks like the younger you are, the more likely you are to post reviews online. 50% of 18-34 year olds have, 45% of 35-50 year olds, and 34% of those 50 years and over. 
  • 84% of internet users trust customer reviews more than expert reviews.
  • To get positive customer reviews, you just have to ask for them. The good news is that many people will respond to your request and submit a positive review.
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Online Review Revolution

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#3: Online Reputation Management by Consorte Marketing

  • Monitoring your brand's image online and supressing negative and false information is a crucial part to ensuring that you have a positive impression on existing and potential customers.
  • All it takes is one. One person that has a negative experience with your brand can write a negative review online which can have a domino effect. 
  • Manage your reputation. Compile a list of links to all the negative reviews. Do a keyword search to narrow it down and figure out what is most critical. 

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Online Reputation Management

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#4: Here's Lookin' Out For You, Kid by DemandForce and Column Five
  • It turns out that there are several unselfish reasons why people write online reviews. The most popular reason being to help other consumers make good decisions. The least popular reason being because it's fun. 
  • People are more motivated to post reviews because they are positive than because they are negative. That's good news for all of us!
  • 70% of consumers trust a business that has a minimum of 6 to 10 reviews posted about them.
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#5: Online Reviews by Brand.com
  • Women consult online reviews just slightly more than men do. 68% of women consult online reviews while 66% of men do.
  • 58% of consumers trust a business that has positive online reviews.
  • Some regard online reviews as much as personal recommendations! 72% of consumers trust them as much as personal recommendations.
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Online Reviews

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