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Based on all these surveillance, the marketing department has every interest in organization customer opinions proactively and therefore taking control of what customers’ state. It is a real advertising lever to exploit. All the more because, when asked, customers are usually positive! Note that, on average, 83% of buyers contact after a purchase share a constructive opinion.

It is, therefore, up to you, the marketing manager, to take the initiative to review your customers. Without solicitation from you, only 1% of your clients will spontaneously express their advice. It is often the most unenthusiastic experiences that emerge, dissatisfied customers being often more talkative than others. By soliciting your customers directly, after a purchase, for example, you can get a return rate of almost 25%—a real showcase for your trade.

Value of E-reputation

"A negative view on Social media means 10,000 Euros in lost sales at Pierre & Vacancies”. A number of organizations have gone bankrupt because of a bad reputation or lack of online reputation.

Take the example of a particular customer who is looking for a garage to mend his car. When searching the web, the customer finds two garages nearby: one has an approval score of 4.5 / 5 while the other only displays a score of 2/5. Which do you think he will choose?