Consumers are becoming increasingly informed and demanding; free shipping and discounts are no longer sufficient incentives for them to make their purchases in your store. Excellent shopping experience is of great importance, and for that reason, they turn to other consumers who already have experience with a particular brand or store. Customer comments and ratings are becoming more effective than advertising. Did you know that there is an institution in the Croatian market that offers you insight into your customers’ opinions immediately after a purchase is made?
>>>Increase Trust in the Eyes of Your Customers – Become a CERTIFIED SHOP®
Customers are willing to pay more for a product that has a published comment. According to Trustpilot data, as many as 89% of customers said they read comments at least sometimes when shopping online. This is a simple way to get a sense of what your customers think, what concerns them, and what they want. If you invite them to leave a comment, it is as if you are inviting them to start a dialogue with you and your company. Don’t let negative comments disturb you! By responding to dissatisfied customers, you show all potential buyers that you are a company that listens to its customers, reacts, and helps them solve problems.
You can share collected comments on social media and use them for marketing purposes. Your company can benefit from publishing comments, as this way you share positive experiences of your customers, marking your digital presence as transparent and trustworthy. It is good to analyze comments, as this can help you discover weaknesses before they start affecting your business, uncover trends you otherwise wouldn’t be aware of, and generally improve the customer experience.
Customers Trust Recommendations from Strangers More Than Advertisements
Comments are extremely important from the perspective of potential customers. According to the Shopper’sMind 2017 research, the largest online shopping survey in Croatia conducted by sMind d.o.o and Valicon agency, which involved 4,125 Croatian internet users, nearly a quarter stated that customer ratings and opinions about products are very important to them when shopping online. Many also revealed that they compared comments and ratings before making a purchase decision, and that motivated them to take the final step – buying.
According to the Hearing the Voice of the Consumer 2017 research, as many as 8 out of 10 customers are willing to pay more for a product with a comment. It is true that customers are more likely to trust recommendations from strangers than any advertisements. It is clear why; it is assumed that other customers have nothing to gain by recommending you, while you certainly do. When you start caring about comments, customers and their experience come first. What does this mean exactly? Your business will be successful. For your company, returning customers are what makes you better than the competition. You become a company that truly cares about its customers.
