What does review management look like in German companies what is being done well where is there room for improvement We look at that and much more in the follow-up study with over managers and owners from small and medium-sized companies in Germany France Spain and Italy. Now that weve explored the importance of user-generated reviews for customers lets listen to the business side. In the article we go into the results of the participants from Germany. Highlights of the study For of companies online reviews lead to increased sales and profits. find the value of reviews is worth the time and money spent collecting and managing them. of companies delete negative reviews.
There is a contradiction between customers and companies regarding the frequency of responses to reviews. Review management in German SMEs What is review management Review management is the business process of monitoring analyzing responding to and generating customer reviews across multiple online Specific Database review platforms. The goal of review management is to support a companys marketing strategy and improve the companys business performance. Review management includes Actively collecting reviews Asking customers to leave reviews. Responding to reviews Responding to both negative and positive reviews is crucial for successful review management.
Use the reviews for marketing purposes Businesses benefit from reviews by using them to advertise and improve their reputation. In the following we want to look at how German companies benefit from reviews and how they perform in terms of review management. How companies benefit from reviews Customer ratings are feedback from real users about companies and their products and services. Businesses use the feedback to improve their customer service offerings and image. Use of reviews In addition online reviews lead to increased sales and profits for of companies in Germany. This value is highest in Germany and the Netherlands. In France Spain and Italy between and increases in sales are recorded.