STUDY: Majority of Consumers Feel Leveraging Online Reviews Is Key to Brand Image
Don't fear bad reviews; utilize them!
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It’s no surprise that consumers often take online reviews into account when making purchasing decisions, but a new study reveals that taking proactive measures to leverage information gleaned from online reviews (rather than a more reactionary approach) can positively impact brand image, customer satisfaction, and even employee morale.
According to the survey from “enterprise diagnostic solutions” firm Goodsnitch, the vast majority of consumers (nearly nine in 10 Americans, or 89 percent) believe companies should use both negative and positive customer feedback to enhance/refine products and services.