7 lessons that I have learned from online reviews in eCommerce

7 LESSONS THAT I HAVE LEARNED FROM ONLINE REVIEWS IN ECOMMERCE - Ben M Roberts
Retail is a fickle business. Buying and selling things online is even more fickle. In ecommerce especially it takes but a moment to leave a review, voice an opinion or share a story about an experience with a company or brands products online. I've been involved in online reviews for a fair while now, and there are some things...

5 key reasons why you should never delete negative online reviews

5 key reasons why you should never delete negative online reviews - Ben M Roberts
Reviews are everywhere. You may be able to run for a short while, but even Mo Farah wouldn’t be able to keep running forever. Even if you could, would it actually do you any good? No. Despite all the articles, blogs, podcasts, and the like talking about online reviews, there are still some big misconceptions, and maybe by writing this,...

Why ecommerce companies should look at company reviews as well as product reviews

Why ecommerce companies should look at company reviews as well as product reviews
If you work for/run an eCommerce company you should know by now that it’s pretty much common sense to incorporate product reviews into your marketing mix. The evidence is undeniable (i’ve compiled a few of my favourite review statistics here), however there are far fewer articles looking at the benefits of online reviews of eCommerce companies themselves. That’s what I...

Online Reviews: You learn from complaints not praise

ONLINE REVIEWS: YOU LEARN FROM COMPLAINTS NOT PRAISE - Ben M Roberts
Five star reviews tell what you are currently doing well. Anything else shows you have room to improve. Everyone loves to be told that they are doing well. There is nothing wrong with that. Praise can lead to increased motivation, increased drive, and essentially a happier workforce. However, I have found that this actually does very little, especially in the...

How do you motivate your staff to take online reviews seriously?

HOW DO YOU MOTIVATE YOUR STAFF TO TAKE ONLINE REVIEWS SERIOUSLY? - Ben M Roberts
It is all well and good people like me and and other commentators to talk about how powerful ratings and reviews can be for your business, but really when it comes down to it, it can be much harder to actually get buy in from everyone else in the company, even if the highest level managers and directors make...

Some of my favourite Online Review Infographics – 2016

I'm going to put it out there, i'm a sucker for a good statistic. But, I am also acutely aware of how limiting numbers can be and how taken out of context: Remember this quote by British Prime Minister Benjamin Disraeli: "There are three kinds of lies: lies, damned lies, and statistics." That being said, statistics are extremely useful. The stats included...

First Party Reviews Vs Third Party Reviews – Which is better?

FIRST PARTY REVIEWS VS THIRD PARTY REVIEWS – WHICH IS BETTER? - Ben M Roberts
According to Brightlocal’s 2016 survey: 43% of consumers search for a business by reviews at least one time per month (vs. 38% in 2014). That’s a fair old percentage, and one that should make you stand up and take note. Now that i’ve got your attention, there are two types of online reviews that will be potentially shown when you search for...

My one golden rule when asking for ratings and reviews

MY ONE GOLDEN RULE WHEN ASKING FOR RATINGS AND REVIEWS - Ben M Roberts
Some people will agree with me, others will not. Either way, I am a firm believer that asking for reviews is in no way a bad thing. That is as long as they are asked for in the right way. So, my golden rule . . . Do not, under any circumstances bribe or ask for a specific type of rating...

The Online Review Iceberg – Why the posting of a review is just the tip of the iceberg

The Online Review Iceberg - Why the posting of a review is just the tip of the iceberg | Ben M Roberts
Potentially the use of an iceberg is a tired cliché when it comes to business. However, in the case of online reviews it is a pretty accurate analogy. This is because a review is the visible, tangible result of a lot of time, and effort spent on things that aren’t necessarily visible. Note that I said necessarily visible there; because,...

Online Reviews – Breaking down ‘REVIEWS’ into the sum of its parts

Online Reviews - Breaking ‘REVIEWS’ down into the sum of its parts - Ben M Roberts
Reviews are important. More people and businesses are noticing, and finally starting to do something about it. In this post I do something really clever (well I think so anyway), I attempt to break down ‘REVIEWS’ into the sum of its parts in order to describe and explain their benefits to both businesses and customers alike (I told you...