Jacob points out that customer reviews indeed are very important for any company. This because buyers generally want to get information about the product through reviews rather than from the product specs. I can strongly relate to this. Even tough the product specs interest me, the reviews and experiences from others are the most important thing. The reason for this, as Jacob accurately points out, is that the customer reviews feel less jaded. Information coming from the company itself can’t be trusted, or so you feel, because they obviously want you to buy the product. So to get information about a product from a source who definitely won’t point out any possible flaws isn’t worth much.
An important fact about reviews is that most people who actually takes the time to write about a product, writes a good review with the intention to help other customers.
Jacob points out that reviews actually can benefit the company as well. As mentioned before, reviews give customers good information about the products, something that all serious businesses should appreciate. But above that, something that is maybe even more valuable, the company gets feedback from their customers.
Jacob also talks about the fact that his company monitors the reviews to, as he claims, get rid of reviews that aren’t helpful to the other customers. He claims that they don’t delete negative reviews simply because they are negative, and I think that might be true. However, I will always be suspicious since us users can’t check what reviews was deleted. A better solution to minimize the effect of bad reviews (with bad I mean pointless slander or spam) is to keep them visible on the site, but minimize them as default and mark them as bad. This way all suspicion can be cast aside and those who want to read all review have the option to do so, while others doesn't have to be bothered.
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4 comments:
I too can really identify with using customer reviews. The official specs usually help me weed out a handful of candidate products, while the customer reviews finish off the process.
It would probably be a good idea to just hide bad reviews to clear out any suspicion as Patrik suggested.
Personally, however, I'm not too worried about companies deleting reviews since offereing accurate information will lead to satisfied customers, which in the long run (and here I assume major companies think about the long term) will be far more valuable to the company than a couple of extra products sold.
I can also relate to prefering customer reviews over information coming from a company that obviously is trying to sell its products. The product specs are there to let me know what kind of product is in question, but they won't let me know whether the product really is any good or not. That's where the reviews come in. Somehow you can put more trust in what is said in reviews is accurate. As you say, if people have taken time to write reviews, that they then do it with good intentions. And even if there are faulty reviews out there, the mere number of reviews make up for that, where multiple, independent sources makes up for any lack of trust.
I agree that in the end everybody gains from having customer reviews on site, obviously the customers do, but especially the companies themselves, as they get a feedback that can guide them to offer better products in the future. It will help them to get to know their customers.
Customer review is sharp-witted for the firm. Because customer reviews can influence to product which is profit. Patrik suggested that hide bad reviews to clear out any suspicion for the product. But I think it is pretty risk because there are many place to write customers opinion for the product. Just hide bad review can lead nonconfidence. I think that way to have good reviews are put effort on improvement. Here customers voice and try to fix what customers want. Than customers will have confidence toward company.
customer reviews, or customer complaints become a very important agenda to deal with for companies. some companies do allow negative comment "in their yards" but still many companies don't. However, one thing to be noted is that not allowing within your site doesn't mean that the negative feedback go away, but, rather it will be posted somewhere else.
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