The power of the consumer has increased significantly in recent years; companies increasingly hear the opinion of consumers. It is a very interesting trend worth analyzing. Everything is due to the arrival of the internet at the end of the 20th century, which supposes a new communication channel between the consumer and the company. A substitute is for the customer service phone, but whose potential goes much further. opinie is the perfect option there.
At the moment, the opinions condition, to a large extent, many of our most habitual decisions. So, before choosing a restaurant, booking a hotel, watching a movie, or choosing a book, we analyze the opinions you have.
A very simple example: let’s say we want to go on vacation to Barcelona and see a hotel that we like. The first thing we do is read the opinions of customers who have stayed there to know what the service is like. A bad review will suffice for us to consider changing hotels.
Only with this case we already verified what can come to influence the opinion of another person and the little that companies can do, except to improve their services.
Another cause of the increase in consumer power is social networks. These have become a great forum of opinions and a benefit or a detriment to the brands since, according to the case, they can improve or worsen their brand image. A recent case is that of Nutribén. They launched a campaign whose motto was “The important thing is to grow on the top and not the width.” It had a great impact on Twitter, where he was branded as gordófobo and nothing appropriate for a product dedicated to babies. The company tried to justify itself, but the criticism did not stop.
Another case is the famous beer Mahou. In this case, after an announcement that told the story of some musicians who played in exchange for beer. He received a lot of criticism from musicians and organizations, and Mahou had to rectify it. He did so through an apology tweet that included an official statement announcing the withdrawal of the announcement.
After this, we can say that the Internet has changed the role they played in and consumers in the past. Now the company is at the service of its public more than ever, taking important decisions and rectifying in the event that its actions do not like the buyers.
You will know your customers better
Analyzing the opinions of your clients will make you approach them and know what their characteristics, expectations, and desires are. Not only will you learn a lot, but above, they will notice your interest.
It shows interest for your customers.
Customers like that the company shows interest in knowing their opinion and is concerned about satisfying their needs and expectations. Interacting with them and answering their opinions will help to achieve greater proximity, something very necessary in the online environment.
Your customers are used to value.
Do not make the mistake of preventing comments from trying to “dodge” possible bad reviews. In the technological era, where users are increasingly accustomed to using social networks to comment on any topic, it is positive that eCommerce gives you the option to give your opinion about your experience as buyers. This, in addition to satisfying your current customer, can encourage others to try your online store.