The article explains the significance and impact of ‘herd mentality’ in regards to the level of interest consumers have in products. A study is cited in support of this contention. Finally, the reader is urged to make use of this information to further their business success. Some tools are listed that one might make use of to track and manage online reviews. The article then ends restating that it isn’t enough to just provide ‘superior customer service’, but that customer reviews are extremely important.
- Social media has turned the ability of a customer’s story to spread up to an enormous magnitude; and unhappy stories are told more often than good ones.
- Many customers look for reviews and comments about goods and services online, and want their purchases to be heavily influenced by the reports.
- Some businesses are using online or automated tools to help manage their responses to customer reviews, hoping to boost ratings and make good reports more common.
“You may pride yourself on providing superior customer experience, but in an online world, you’re only as good as your last customer interaction.”