Ratings and reviews have unveiled a unique opportunity for business looking to increase retention and enhance engagement through rich customer insight. Although reviews drive sales and traffic are important, establishing an organization’s identity and relationship with their consumers is paramount.
Did you know that 90% of consumers say buying decisions are influenced by online reviews?
With better access to data and limited attention spans, customers expect to be able to make more informed decisions with a flawless experience.
Digital marketing pro Adam Fridman says in Inc Magazine “Even if the other people are strangers they’ve never met, they will take their advice over anything they read from a company’s website.”
Before the advent of the Internet, we simply relied on word of mouth to find a reliable hotel stay or babysitter. Nowadays every experience is ‘Googled’ or ‘Yelped’ and very much linked to trust and loyalty. It is crazy to think that a single review has the power or break a reputation.
The night before my first Bollygroove class, after looking at pricing and schedules, I headed straight for the Reviews section only to feel reassured. Recurring themes like ‘fun moves’, ‘energetic instructors’, ‘spreading joy’ ‘great workout’ , ‘accessible to everyone’ resonated within all the reviews I clicked through.
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Ultimately, mapping the customer journey from discovery to delight or discovery to disdain is shaped by ratings and reviews. Whether you are a business or a consumer in today’s world, a star can make all the difference!
Medha is a content writer for bG. She has leveraged her creative energy to enhance organizational brand visibility through fresh marketing communications strategies at numerous software companies.
Medha has pursued her Masters of Science in Marketing and Strategy at the University of Warwick and holds a Bachelor degree in Business Management with a major in Marketing and a minor in Communications from the Ohio State University.
When she isn’t busy pursuing her marketing dreams, you can find her exploring new countries or enjoying a movie or two at the theater.