Customer reviews have a tremendous influence on consumer decision-making. In fact usage of customer reviews is increasing across all industries and types of business. 88% of consumers claimed that the reviews they read impact their buying decisions – and 92% of consumers read reviews to determine quality of local businesses.
BBB is a leader in providing a platform for consumers to post and read reviews on local businesses. Over the past several years, BBB has seen a marked increase in the number of reviews posted and read on local companies. So far in 2017, BBB Serving Delaware has received 4,326 reviews on local businesses, a 50% increase over the same time period in 2016. This trend in Delaware follows national trends.
Many businesses are trying to get their minds wrapped around customer reviews and how to manage this platform for customer feedback.
“Businesses realize that they may no longer control the message or story that is told about their business – that control is now in the hands of their customers. Businesses do realize that they can control the experience that their customers have—and that experience will be the story that exists on review platforms,” says Christine Sauers, BBB of Delaware President.
“Customer reviews can create a positive image for businesses. 80% of consumers trust online reviews as much as personal recommendations,” says Sauers.
The Better Business Bureau Serving Delaware is hosting an important panel of experts to discuss online customer reviews and strategies to manage obtaining and responding to them on November 2, 2017 at the Hilton Christiana. The panel is presented by Marlette Funding, and additional sponsors include the Delaware Association of Realtors and Delaware Business Times.
Molly DiBianca: Attorney, Young, Conaway, Stargatt & Taylor
Briana DiFebo: Senior Director of Customer Experience, Marlette Funding
William Swain: Director of University Relations, Wilmington University
Lyle Wedell: Digital Marketing Manager, Horizon Services
For more information and to register visit: https://www.bbb.org/delaware/news-events/events/2017/managing-your-online-reviews/
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