How Online Reviews can Make or Break CX
Research by Capterra shows that more than half of online shoppers (57%) think user reviews are the most important deciding factor to purchase a product or service. Yet many retailers do not take online reviews as seriously as they should, says CX thought leader Blake Morgan. She shares her insights on how businesses should manage reviews. Link to article
Morgan explains that responding to both good and bad reviews not only improves the relationship with individual customers, but also shows everyone else that you really care about the customer experience. How can retailers best respond to reviews?
Discover all the insights on Capterra: https://www.capterra.com/resources/cu...
0:26 - Intro
0:56 - The value of online reviews
2:09 - Incentivizing customers to publicly share online reviews
4:11 - How companies can stand out in their review form
5:54 - How companies should respond to negative reviews
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