Like it or not customers write reviews all the time. More importantly, they read reviews even more. Do you know that 85% of all consumers trust online reviews as much as they trust recommendations from their friends. In other words, they read and believe reviews.
It’s been estimated that only about 1 of 10 customers who have a great shopping experience will write a review for others to read. On the other hand, about 10 of 10 customers who have a bad experience will write a review. Human nature compels them to warn other people so they won’t have to have the same bad experience.
So here’s the scary math. If you want your store to maintain a 4-store average, you’ll need 30 customers to have a great experience every time someone writes a bad review. Here’s why.
A single 5 star review combined with a single 1 star review gives you an average of just 3 stars.
(5 + 1) ÷ 2 = 3.0.
Two 5 star reviews combined with a single 1 star review gives you an average of just 3.666 stars. (5 + 5 + 1) ÷ 3 = 3.7.
Three 5 star reviews combined with a single 1 star review gives you an average of 4.0 stars.
(5 + 5 + 5 + 1) ÷ 4 = 4.0.
The success secret is to read your reviews to discover what your customers love and hate about your store. After knowing these things you can develop a plan to ensure the things they love happen more often and the things they hate happen less often.
About Mike Petersen: Dr. Mike Petersen is the
president and co-founder of The Furniture Training Company (FTC). Mike's
extensive educational background in learning and teaching is why FTC is
able to create instruction that actually changes behavior and improves
About The Furniture Training Company: Designed
to improve sales success, the Furniture Training Company's online sales
training program has been used in more than 1,000 retail locations by
over 30,000 salespeople. FTC is the creator of custom sales training for
such notable companies as Klaussner, Cozzia, Guardsman, and O.W. Lee.
Mike Petersen can be reached by calling 866-755-5996 or emailing firstname.lastname@example.org.
Furniture Industry News and in depth magazine articles for the furniture retail, furniture manufacturers, and furniture distributors.
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