Big Buyer is Watching: Impact of consumer review system

Big Buyer is Watching: Impact of consumer review system 

Customer loyalty became a hot topic these days. Organisations are increasingly competing with each other to win over customers.

Customer reviews model have completely revamped the customer behaviour and their spending habits.

Now a day’s customer reviews play a vital role in deciding the fate of a product or service. Google, Amazon, and Ebay provide options for customers to leave reviews for a product or service. Shopping trends largely depends on the reviews left by the customers on these websites. New customers make purchase decision for a particular product or service after reading the reviews left by the customers.

Public reviews system not only effects the sales of organizations but it also gives information about organizations culture.

For example, recently I was searching for a good hospital in UAE. I decided to do some online search and I came across several reviews left online by current and former employees.

One employee wrote

Very Bad place to work after New Management (Ownership changed)

“ Dirty politics, all good doctors and medical staff left or terminated,, higher management within the hospital has no medical qualification or understanding , lack of proper medical director, CEO is highly biased and has monopolized the place.

You may have good scope if you are a …….and only from certain sect.of religion.

Not recommended for others, you will suffer with hard work low salary, frustration and highly insecure feeling.

Only the goodwill and name of the previous owner is helping so far.

To avoid lifelong bad experience, apply somewhere else.”

Imagine you are a patient or a job seeker looking for a good hospital in the UAE. You decide to go online and came across the above review. What will be your thoughts?

Will you choose this hospital as a patient? Will you consider applying job at this place or look for another employer?

Customer service is directly linked with employee motivation. Hence lack of employee motivation results in poor customer services

Five ways to get good public reviews?

1.      Create and actively monitor different spaces to leave reviews.

2.      Respond to every review even negative one

3.      Share positive customer reviews you have already received

4.      Make your customer feel special and give them positive review first.

5.      Ask the customer in person.