So how much influence do online reviews have on product purchase decisions. Today quite a bit. A product can succeed or flop based on the reviews. However, can you manipulate the results with reviews. My feeling is yes and no. If you start posting glowing reviews of your product, customers can read right through it. Honest feedback is the best advertising, when it comes to online reviews.
You as a business need to read the feedback and not only read the positive but acknowledge the negative. The negative is the way you can change your offering and win over customers for life. But whatever you do – don’t start arguing with people online. It will backfire.
Social Media really creates opportunities for you to shine in the area of customer service. If you ignore issues, the customers will just not buy. But when you listen, skeptics become believers and often fans.