pulse points
Useful facts and tips for spa professionals.
Consumers Heavily Swayed
by Online User Reviews
R
esearch by social commerce solutions provider,
Reevoo, reports that more and more people consult
online user reviews and their social circle’s
recommendations before making purchase
decisions.
Of the 1,000 U.K. consumers surveyed, 88
percent say they “sometimes or always” consult
reviews when making a
purchase while 60
percent are likely to
purchase from a
website with
customer
reviews.
Earn your
prospects’ and
customers’ trust by
strategically targeting credible influencers among your target
audience to tell your brand or product story on your behalf.
Carefully monitor reviews about your spa,
product or treatment on review
websites like Yelp!, Epinions,
Amazon, to name a few.
Keep in mind that a single
bad review could cost you multiple potential clients, so be
quick to do damage control by
immediately addressing the
issue with your staff or
implementing necessary
changes within your
spa in order to ensure
a better customer
service experience,
product and online
reviews in the future.
The research further revealed that:
80%
Of consumers use multiple
channels to shop. Among
the most popular channels are mobile and
social networks.
67%
Of consumers have concerns about the
trustworthiness of reviews. With consumers becoming online savvy, some
suspect positive reviews might be paid for
and bad reviews might be hidden.
14 PULSE
■
September 2012