The power of word-of-mouth reviews

When a business launches, the go-to strategy is usually an advertising or marketing campaign. Building brand awareness matters, but what often gets overlooked is that one of the most powerful promotional tools is still word of mouth and online customer reviews. A recommendation can sway a buying decision far more than a big marketing campaign.

Having online reviews on a product page significantly boosts visibility and conversion. It directly supports the buying decision. That is why it is vital for a company to look after the customer experience, knowing how to act and respond in an approachable, transparent way when customers need to solve a problem or raise a complaint.

Customer reviews matter

A review is how customers share their experience with a particular brand or product. It is well established that other customers' reviews directly influence a shopper's buying decisions, and when that review comes from someone they know, its effect is doubled.

Products and services work much like films. If, before heading to the cinema, someone looks up reviews or asks friends about a movie and finds nothing but negative comments, they will probably lose all interest in seeing it. Something very similar happens with brands. When a customer has a need, they will likely want to research the product first and turn to the internet. Almost certainly, if all they find are negative reviews of the brand, they will look for a competitor that can offer a better service.

It does not matter how much a company spends on advertising campaigns, TV or radio ads, billboards or any other format. If a customer hears or reads a negative comment about the product or the brand, their perception will change.

Social media and word of mouth

The power of word of mouth has grown even stronger with social media. Its ease of use, freedom of expression and broad reach mean any customer can spark a wave of comments — negative or positive — about a particular brand or product.

It is common for a customer who is unhappy with a product or brand to openly and visibly share their dissatisfaction or a bad experience with the brand, such as poor customer service.

It is almost inevitable that customers will speak badly of a company at some point, both on social media and on its website. It is important to look after this space, but remember: very often, a negative review is an opportunity, and it is better to have them than to have none at all.

Online reviews are the word of mouth of the internet, and they have had a positive impact on businesses. Platforms like Revi help manage the review system on a company's website, building greater customer trust. More trust means more sales. Revi also lets you share your best customers' reviews on social media to reach a wider audience.

If you are interested in starting to manage your review system and enjoying all its benefits, get in touch with us and we will help you.