Customer reviews significantly influence online purchasing decisions, a phenomenon heightened by the pandemic’s push towards online shopping.
The article explores the value of customer reviews, not just as a tool for gaining consumer trust but also for business insights and sales boosting. Lipscore’s founder, Henning Frettem, highlights the cultural shift in reliance on ‘word of mouth’ and how it has translated into online reviews today. He argues that both positive and negative reviews are equally important for consumer trust and business improvement. Lipscore, a company specializing in customer reviews, provides systems that facilitate these reviews, enabling businesses to work in a data-driven way and improve customer satisfaction. Women are more likely to share positive personal recommendations, while men tend to focus on technical products. The article also mentions a study where 83% of consumers said they were either quite or very satisfied with their online shopping experiences during the pandemic years. It stresses the importance of easy-to-use feedback systems and discusses various techniques for effectively managing both positive and negative customer feedback.