reviews

The ongoing global health crisis has had a significant impact on consumer behavior. Consumers are not only shopping online more, they’re also using online channels to access customer service. In fact, according to Salesforce’s most recent State of Service report, 87% of service professionals indicate that customers have increased their use of digital channels during…

By now, the majority of brands understand the positive impact reviews can have on the bottom line. 94% of consumers say that positive reviews make them more likely to use a business (BrightLocal). And brands can experience as much as a 128% lift in conversion rate when shoppers interact with ratings and reviews (Bazaarvoice). Why…

Consumers expect great service wherever they are on the purchase journey. And the current global crisis has only heightened these expectations. According to Salesforce, the COVID-19 pandemic has raised customer service standards for more than half (58%) of consumers. When companies hit the mark, they’re rewarded. Salesforce found that 71% of consumers say they’ve made…

These days, there are a lot of ways consumers share their feedback about products and experiences. But one method that’s growing in popularity is writing reviews. 50% of shoppers wrote reviews for at least one product they purchased in 2018 (PowerReviews). In comparison, 42% of shoppers wrote at least one review in 2014. Brands can’t…

Sometimes, when a shopper is in the market for something you sell, they bring up your eCommerce site on their web browser of choice and go from there. But oftentimes, that’s not the case. Instead, many shoppers choose to start the digital purchase journey elsewhere — often on Amazon or Google. A survey from CivicScience, cited…

October is the month of tricks, treats and all things spooky. But do you know one thing that shouldn’t be scary — even on Halloween? Your responses to customer reviews! Sure, it can be easy to get spooked by the occasional negative review. But the way you respond to a negative review (or don’t) plays a huge role in how much…

Product returns are an ongoing frustration for the majority of brands and retailers — especially those that sell online. CNBC reports that 15-40% percent of online purchases are returned, compared to 5-10% of in-store purchases. And it seems the problem is only getting bigger. In light of the COVID-19 pandemic, more consumers are shopping online. As a…

Your customers’ satisfaction is at the heart of everything you do. So when someone writes a negative business review for your products or services — or even an experience they had with your brand — it stings. Negative reviews can hurt your business. But how much of an impact do they have? The good news…

As a customer-focused business, you work hard to deliver products and experiences your shoppers love. So ideally, every single one of your shoppers would sing your praises. But that’s just not realistic. Sometimes, things go wrong. Perhaps a shipment is delayed or a shopper receives an item that’s been damaged in transit. Or maybe a…