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Customer Reviews: Why are they Important and How to Get Them

Martina Mercer
August03/ 2015

Salesforce Canada has recently put together this infographic, showing how to gain quality reviews for your company online.

Customer reviews online are key to growing revenue. Companies with the highest customer loyalty typically grow revenues at more than twice the rate of their competitors.

A study of 200 of the Fortune 500 firms across 40 industries found a 1 per cent improvement in customer satisfaction led to an increase in the firm’s value of approximately $275 million.

The typical business only hears from 4 per cent of its dissatisfied customers. And while 80 per cent of companies rate their customer service as superior, only 8 per cent of customers feel the same.

For every one complaint, an estimated 26 remain silent. Well, not exactly silent. A customer may not file a complaint with a company, but they may spread word of a bad experience to friends and family. The worse the experience, the more people they tell. On average, consumers tell 15 people about their good customer service experiences, and 24 people about their bad experiences. Another survey of 3,600 consumers, located in the U.S. and Canada, revealed that 79 per cent of consumers trust online reviews as much as personal recommendations.

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Via Salesforce

Martina Mercer

Martina Mercer is an award winning copywriter and digital marketer. She specialises in psychology delivering marketing that identifies consumer profiles and connects customers with brands. As an expert in proximity marketing, Martina is one of the only experienced beacon marketers in the UK highlighting her commitment to developing her skills in an ever changing consumer focused world.