The psychology of online reviews
from Business 2 Community
We are thrilled when we get positive reviews — it’s a reaffirmation that the investment we’ve made in the customer’s experience has been worthwhile. But correspondingly when we get negative reviews, that’s why it can feel so personally wounding. Yet to truly exploit reviews, it is essential to look at all of them — whether they’re good or bad. To do this, we need to understand shopping psychology, to see the reviews through our customers’ eyes so we can strategize accordingly.
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