Customers are increasingly sharing their experiences online, on social media and other review platforms. They show photos of products on Instagram or Pinterest, express complaints on Twitter, share high-profile opinions on Facebook and leave positive or negative reviews on review sites. And all those at the expense or benefit of the (online) reputation of your brand or organization.
Send to reviews and social media
More satisfied or enthusiastic customers mean better reviews and positive expressions on social media. And that in turn leads to an improvement in your online image. Because consumers value reviews and real customer experiences more than advertisements from a company itself. Research also shows the following figures on how customers today are influenced (online) by recommendations from others, and what impact they have on purchases: