Consumers are more empowered than ever before. In the online world, customers have a milieu of ways to express their opinions and voice their concerns about the service that a business is offering.
In many cases, online reviews can be the difference between success and failure. Research shows that an increasing number of customers are checking reviews before buying a product or service online, and rejecting companies whose service levels aren’t up to scratch. Businesses operating online recognise this and continue to go to painstaking lengths in protecting their reputations.
For SMEs, a few bad reviews here and there can spell serious danger. Losing a few loyal customers may not seem like a big thing for large businesses, but for SMEs, negative reviews can prove catastrophic.