THE IMPACT OF NEGATIVE REVIEWS ON E-COMMERCE?

May 10, 2018 / 2 min read

Topics

Customer ExperienceLocal Marketing

THE IMPACT OF NEGATIVE REVIEWS ON E-COMMERCE?

While 85% of internet users use the internet to shop, 87% also say they are influenced by negative information viewed online about a brand, a product or a service. They can abandon their search process and even be dissuaded from making the planned purchase.

Information access

Access to many sources of information and comparators now offers the opportunity to collect relevant information before buying online. This practice is becoming more and more automatic. First and foremost, Internet users seek objective opinions.

88% of internet users consult online reviews, forums, consumer sites and blogs before buying online. 52% of internet users consult reviews on social networks.

Trust and the act of purchase

A user’s trust towards your brand is therefore an essential element in the actual act of purchasing. Experiences and negative reviews relayed online can have a dissuasive effect and can significantly impact your sales.

30% say they gave up the purchase of a product online because of the negative opinions that they had the opportunity to read.

39% will make the decision to postpone their purchase in order to further reflect.

27% will go to the store to view the product and make up their own opinion.

What to do?

Strategically it is essential to manage Internet users’ reviews.

Manage negative reviews

It is important to note that it is normal to have online reviews and moreover, negative comments. Objectively, it is your role to use them to improve your business, your products, your service and to maintain your customer relationship.

By managing the negative reviews you will demonstrate your strength and prove your commitment to your customers. By taking care of your customers in a timely manner you will value your strengths and reassure your future customers.

To learn more about our local marketing platform, click here.

To talk with an expert, click here.


Latest news

google update 2025
Google update 2024 2025
Google Local SEO Update: 2024 Proximity and Experience Boost What changed? In mid-2024, Google rolled out…
More
Why Review Sites Matter More Than Ever for Your Business
Why Review Sites Matter More Than Ever for Your Business
Today’s customers rarely walk into a store or book a service without checking a few review…
More
Boost Your Visibility: Local Citations, Search Local & Organic SEO
Boost Your Visibility: Local Citations, Search Local & Organic SEO
In the competitive landscape of local search, mastering local citations, local search optimization, and organic SEO…
More
How to Optimize Your Google My Business Profile
Create a Google Business Account and Optimize Your Profile
In a hyperlocal digital landscape, being visible at the exact moment a customer is searching for…
More
Who Is the Target Audience?
Who Is the Target Audience? Why This Question Is Key to Your Success
Understanding who is the target audience for your business isn’t just marketing jargon; it’s the fundamental…
More
Social Listening
Master Your Brand’s Narrative with our Social Listening Solutions
In today’s dynamic digital landscape, truly understanding your audience requires more than just a presence –…
More
CRM
Strengthen Customer Relationships with Lanla’s CRM-Inspired Solutions
Effective customer relationship management (CRM) goes beyond just managing contacts — it’s about truly understanding and…
More
Mystery Shpopping and Conformity
Mystery Shopping: The Key to Consistent Brand Experience
For restaurant chains, hotel groups, senior living networks, bus & taxi fleets, retail businesses, and more,…
More
What Is Omnichannel — And Why It Matters for Your Brand’s Reputation
What Is Omnichannel…
…And Why It Matters for Your Brand’s Reputation What is omnichannel? It’s a strategy that connects…
More
Social listening
Integrate Social Listening into Your Local Marketing Strategy
Online conversations shape the way customers perceive your brand. That’s why using powerful social listening software…
More
Tout savoir sur le NPS : l'Indicateur clé de la satisfaction!
All about NPS: The Key Indicator of Satisfaction!
Imagine your customers talking about your business to their friends and family. What are they saying?…
More
Le Carré de l'Expérience Client
The Customer Experience Square
A Simple Model, Complementary Methods! The Customer Experience Square is a way to explain all customer…
More
Utilite des metriques client
How Metrics Can Transform Your Business
Customer Experience (CX) is now a crucial pillar for the success of any business, and metrics…
More
Local Listings Management
Google Updates Logo Display Requirements
Businesses now need to ensure that their logo “looks as intended on a purely white background…
More
Diversifiez vos méthodes pour une expérience client optimale
Diversify Your Methods for Optimal Customer Experience
When evaluating your marketing strategies or operations, you might wonder if relying on a single method…
More
Valeur vs coût : 4 éléments influençant la perception des clients
Value vs Cost: 4 Elements Influencing Customer Perception
In today’s competitive marketplace, value is far more than a matter of price. The phrase “value…
More