Harness the power of customer reviews

 5. Harness the power of customer reviews

Today’s customers are more empowered than ever to make informed decisions. They want to be heard, and they want to hear other customers’ opinions about products and services. Besides the fact that reviews are among major purchase decision factors, they’re also a great source of ideas for customer experience improvement.

Brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. What’s more, 52% of people around the globe believe that companies need to take action on feedback provided by their customers.

Laura Marciano, Head of Customer Experience at The DB Method, says that implementing Yotpo for customer reviews had the biggest impact on their growth. Not only are customer reviews powerful social proof, but they also provide the customer service team with more insight into the customer journey.

Marciano explains that The DB Method’s negative reviews are a huge source of learning:

“Implementing Yotpo has influenced many of our shipping flows and customer experiences. For example, one of our customers was unhappy with the notifications during the order process (i.e., they didn’t realize their package was going to be delivered, didn’t have tracking, etc). Because of this feedback, we changed our email provider, which totally improved the overall experience for customers who are waiting on their shipment.”