Originally published on May 25, 2021, updated May 19, 2023
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Learn about best practices for online review management for your own website or eCommerce marketplaces outside of Amazon in this guest article.
The importance of online review management cannot be understated. Brand perception affects your sales and revenue generation, and the growing number of companies moving their businesses online has placed an even greater significance on this crucial task. If you’re an eCommerce business owner looking to blow your competition out of the water, you’ll want to leverage online reputation management techniques to make more sales and win your customers’ trust and loyalty.
Research has shown that consumer reviews impact buyers’ purchasing decisions. According to Statista, 92% of people say that negative reviews made them less likely to use a business. This is why many eCommerce companies find it a worthwhile investment to purchase reputation management software or hire a digital marketing agency to oversee their online presence.
No seller ever wants to receive poor ratings for the products they’re selling. However, unjust negative reviews may be unavoidable in the eCommerce realm. Some factors are beyond your control, and these very well could affect your customers’ buying experience. These dissatisfied customers are inclined to share this experience with nine to 15 other people. They are also more likely to write a bad review online.
While negative comments can be a significant cause for concern, receiving them isn't the end of the world. Most customers expect negative product reviews, and most become skeptical about brands that only have glowing customer reviews.
As an eCommerce seller, you obviously want to avoid getting poor ratings. But it’s even more important to develop a concrete plan and proven approach to dealing with negative reviews when they happen. You need to know how to turn things around, get more positive reviews, and use bad reviews to boost your brand image.
This is where online reputation management comes into play.
As a consumer, how do you verify if you’re choosing the right store, product, or service? Just like the majority of online buyers, you probably check out the product ratings and customer reviews first before you add anything to your cart.
Consumer reviews can help eCommerce sellers gain and maintain customers’ trust and loyalty because many buyers look to these ratings to gain more insights about a business or a brand.
Before we delve deeper into how online reputation management works, here are some more statistics worth knowing about:
This necessitates review generation so that your store consistently has fresh, high-quality customer testimonials. Online reputation management entails collecting, monitoring, and responding to customer reviews across all channels, such as your store website, online review platforms, and social media.
You might have received an email or SMS message from a store you’ve recently visited or purchased from asking you to leave a review. You might have also seen a response on a rating you posted online. These are among the online reputation management strategies that eCommerce merchants use.
Online review monitoring can be done using technology such as reputation management software. Many businesses today hire digital marketing or reputation management agencies to take care of their online review monitoring needs. Review monitoring gives you a better understanding of how your customers perceive your business. You can tell whether or not they trust your store and products based on their social media posts, your brand mentions, their ratings on review sites, and their testimonials on your product page.
If you’re struggling with streamlining your online review monitoring strategies or if you simply don’t know where to start, you’re not alone. Here are some online review management best practices that you might find helpful:
Your customers’ ratings and reviews can go a long way. At least five ratings for a product raises its chances of being purchased by a staggering 270% – and this statistic highlights the very real need for review generation tactics.
Your customers’ testimonials can make or break your eCommerce reputation. Implementing strategic eCommerce reputation management techniques for your business is key to your online success.
Editor's note: Having a process for review generation and management is key for every platform you sell on. If you're selling on Amazon, it's important to get to know Amazon's review guidelines. You can use FeedbackFive to automate Amazon review requests on your behalf.
Originally published on May 25, 2021, updated May 19, 2023
This post is accurate as of the date of publication. Some features and information may have changed due to product updates or Amazon policy changes.
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