Talking about digital marketing, especially in this unprecedented crisis because of the COVID-19 situation will lead shoppers to the online business which is shifting their habit from traditional buyer to online customer. It is essential for them to read reviews before making a decision and trust the brand that will impact the brand's reputation. the impact of online customer review on the brand reputation
Gaining customer's trust is an important part of every business that will open the possibility to turn them into loyal customers. In another word, it will be increasing the level of sales and guide a company to gain business revenue. However, in online businesses, a successful business depends on online user reviews.
Most online shoppers would do a "little" research by googling, or through social media, and even word-of-mouth to collect information as much as they need to make conclusions about the brand. Looking at how another customer as a personal recommendation is a prime step for shoppers to find out not only the product itself but also the virtual store reputation which is put the online customer reviews at the top of the game of online-shop. Positive reviews and at least 4-star will show the brand performance. At this point, the potential customer will trust the business and willing to become loyal customers if they are satisfied with the brand and the services. Because users most likely to do business with "excellent" reviews and do not want to purchase from a business that has negative online reviews. Therefore, there is an important task for the online business to concern about and do not underestimate consumers' voices. If the business has to deal with negative reviews then what would an online business do? First, admit if make a mistake and do not refuse for what customer experiences; second, analyze the problem and solve it by giving the best services next time which is mean that taking shoppers complain to make the brand stronger by the time; third is show what the best from the brand, for example, good quality, quick delivery, special design, consistency, et cetera.
Brand reputation in online business is made up based on customers' experiences on how they feel, hear, think about its business which is collaborated about customer satisfaction. In other words is not only the products must surpass consumers expectation, but also packaging and other services for instance customer services that quickly respond to any question about the brand. Basically, creating positive reviews in digital business is the combination of how the business work; starting from choosing the materials, processing, quality control, packaging, storage and delivery, and customer services. All those elements connected with one another.
What the benefits of getting good reviews for an online business that leads to a good reputation?
- get the customer's heart which is also known as "trust". When potential customers read positive online reviews about the brand, it leads to purchasing the product and attract loyal customers
- Increasing business revenue because shoppers decide to buy after seeing other consumer experiences from the reviews they write
- It guides to outstanding among others, in other word is distinguished from competitors. To achieve a higher level of success, the online business must pay attention to reputation because it is a big deal for any kind of business
- Getting more customers. Basically, if one consumer is satisfied with the brand, they will recommend the brand to their friend and family which is free advertising and lower marketing costs
- Written by Acik Mardhiyanti
- Do not copy this article without permission
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