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Posts tagged with Reviews

How Kia used consumer reviews online and offline

A few weeks ago, I wrote a post asking whether online reviews could work in an offline setting, and the consensus was that this could be a useful tactic. 

To find out more, I spoke to Kia's John Bache, as well as Reevoo's CEO Richard Anson to find out more.

Kia has been using Reevoo reviews in its print and TV ads, as well as in its showrooms. It has worked well so far, and provides a lesson for other automotive brands. 

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Will online reviews work in an offline setting?

We all know that consumer reviews work online, so it makes sense to apply this tactic in an offline setting, on TV, print ads and elsewhere. 

I'm writing this as a result of the recent launch of Reevoo Everywhere, a new product designed to enable brands to use reviews across different channels, but it's perhaps surprising that this hasn't been tried before, or at least not so I've noticed.

So, can this tactic work, and how can brands use reviews offline?  

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Returns: the Christmas present that keeps on giving

Despite the ecommerce industry booming, retailers need to be aware of some of the potential pitfalls of an environment where consumers are unable to touch, feel or try on new items before they buy.

This, coupled with the 'cooling off period’ means return rates are much higher for online retailers than they are for their bricks and mortar counterparts.

Here are some tips for online retailers, which should help them to think and act smarter with their returns policies...

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Seven things companies can learn from the Tesla-New York Times dispute

Recently, the New York Times published a review of the Tesla Model S electric car.

The review, written by a well-known journalist, John Broder, was titled Stalled Out on Tesla's Electric Highway, and as the title suggests, was not favorable to Tesla. According to Tesla CEO Elon Musk, a well-known entrepreneur, Broder's review was, amongst other things, "bogus." Not one to shy away from the spotlight, Musk took to the web to prove he was right.

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After customer goes to jail, NYC restaurant learns that social media can be unfair

Smith & Wollensky is a high-end steakhouse located in New York City but the next time you're visiting the Big Apple, it might not be your top choice for a fillet if you're searching for a restaurant through a popular reviews service like Yelp.

That's because the restaurant is currently suffering from a bout of social media backlash after reports that it made a very bad customer service decision.

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Effective e-commerce: making the most of your time with the customer

Customer experience is now the real differentiator. Once a visitor arrives at your site, it’s vital to make the most of every moment by delivering a compelling and personalised experience.

Customers are more demanding than ever, so it’s essential to be switched-on to what will tip them from being a browser to a buyer, and how to increase basket value. However, this can seem increasingly daunting.

In a world with multiple channels, devices, customer segments, influencers, languages, and currencies, it seems there is no end of variables confronting every modern e-commerce professional.

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10 tips for improving e-commerce product pages

Designing product pages is a fine art. There needs to be enough in there to help customers decide on a purchase, yet there is a risk of overdoing it. 

Here are some tips from Econsultancy's newly-released E-commerce Best Practice Compendium, looking at some essential features and things to try on product pages...

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Why online retailers need to offer free returns this Christmas

60% of UK consumers will not even consider making a fashion purchase online unless they can return unwanted items without being charged. 

A survey conducted by Redshift Research for virtual fitting room supplier Fits.me found that consumers are sensitive to potential returns costs when buying clothes online. 

There are already strong arguments for offering free returns, but in the run up to Christmas this is even more important when people are buying gifts for each other. 

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Effective e-commerce: improving the consumer browsing experience

With an increasing number of retailers turning to the web to grow revenues and acquire customers, e-commerce competition is fiercer than ever before.

When online shoppers are browsing with intent to buy, retailers need to do everything they can to make the process informative and enjoyable, so offering the best possible browsing experience is crucial to keep customers spending.

We recently tested today’s digital highstreet by surveying 1,000 consumers about their attitudes and personal experiences before benchmarking these findings against the performance of the UK’s top 25 retailers.  

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Product Reviews

How to optimise your product reviews for higher conversion rates

Reviews are a great way to increase your conversion rate but the reason we see them fail to have an impact is often down to execution.

The efficacy of reviews depends on the system design i.e. how the reviews are rated, the ease of rating, how they are displayed.

One reason people resort to reviews is to reduce risk and avoid post purchase regret.

This article looks at the contrast between a weak and strong review, and provides three simple questions you should ask to strengthen your product reviews and close more sales.

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Consumers don't trust paid media: report

Brands are increasingly paying for 'Likes', followers and reviews, and despite the risks associated with this activity and the questionable efficacy of the tactic, there may be a logical reason for it.

That reason: according to Nielsen, consumers trust earned media, such as recommendations from friends and online reviews, far more than they do paid media.

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Online reviewers are altruistic [infographic]

People leaving product reviews online are motivated by helping fellow shoppers or to reward companies for good service.

This infographic from Demandforce also looks at how consumers are influenced by reviews, and their importance for local businesses. 

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