E-reputation: 20 key figures to know
Posted: Sat Dec 28, 2024 6:59 am
E-reputation , also calleddigital reputation, is characterized by the perception that Internet users have of a brand or a company. This image is formed by all the information consulted by consumers, on the web, thanks to search engines, review platforms, social networks, blogs or discussion forums. These public and virtual places on which Internet users can express themselves freely were born with web 2.0 and have developed new challenges for organizations. Here are 20 key figures to know to understand the importance ofe-reputationfor the sustainability of your business.
1. What is the online consumer behavior?
2. Google e-reputation
3. The challenges of e-reputation
4. The risks of a bad e-reputation
Conclusion
online-consumer-behavior
1. What is the online consumer behavior?
Offers are multiplying and consumers no longer know which buy belarus cell phone number list company to turn to. They will then do research via Google or social networks, then turn to customer reviews to make their choice. Here are some figures that illustrate the behavior of online consumers as well as their relationship with customer reviews
1 - 92% of Internet users use search engines to find information on the Web 1 .
2 - According to 65% of Internet users, the most reliable source of information is online research 2 .
3 - 83% of consumers no longer trust advertising, but rather recommendations from online users 3 .
4 - 74% of consumers refer to social networks before making a purchase 2 .
5 - 87% of French people read customer reviews before making a purchasing decision 4 .
6 - 85% of consumers trust online reviews as much as recommendations from those around them 5 .
7 - 97% of consumers read online reviews when searching for businesses nearby and 12% of them do so daily 5 .
e-reputation-Google
2. Google e-reputation
Google is the first player in your digital reputation , especially with Google My Business. The local SEO tool allows your business to appear in localized search results. During the search, Google will display an establishment profile: this is a profile made up of information relating to your points of sale such as the name, address, opening hours, telephone number or even customer reviews. In other words, Google is the online showcase of your business. It is essential to work on your image to gain the trust of your prospects.
8 - 94% of Internet users only consult the first page of Google results and use only the first 10 search results to form their opinion 2 .
9 - 74% of consumers research on Google before purchasing a product or service according to a Nielsen study 6 .
10 - 46% of searches on Google are made to find out about a product or service according to a barometer created by Ifop 7 .
11 - 74% of Internet users type the name of the brand into Google to find out about it before making a purchase 8 .
12-15% of consumers don’t trust businesses without reviews 9 .
e-reputation-issues
3. The challenges of e-reputation
Your digital reputation is essential for the sustainability of your business. Indeed, an IFOP survey conducted for Réputation VIP highlights that 96% of Internet users are influenced by a brand's e-reputation when making a purchase. When a company has a negative e-reputation, 30% of them do not make a purchase 10 .
13 - 74% of consumers trust local businesses with positive reviews 2 .
14 - 90% of consumers are influenced by positive online reviews before making a purchase, while 86% are dissuaded after reading negative reviews 11 .
15 - Online reviews influence 67.7% of purchasing decisions 2 .
16 - 8 out of 10 users say that reading negative information has dissuaded them from their purchase 2 .
bad-e-reputation-risks
4. The risks of a bad e-reputation
It is essential to take into account the risks of a bad reputation on the web. It can strongly impact your company and directly its brand image, its growth, its turnover and its sustainability. A few key figures show the importance of taking care of your online image.
17 - If two negative reviews appear on the first page of a Google search, the company risks losing 44% of its customers 12 .
18 - Businesses are likely to lose 22% of their business when a prospect finds a negative article on the first page of Google search 2 .
19- 60% of consumers lose interest in a brand because of negative reviews 2 .
20 - The probability of purchasing decreases by 51% after reading a negative review 13 .
Conclusion
To conclude, Internet users are conditioned by customer reviews, and consequently by your company's e-reputation . The first contact with your prospects is online, so it is at this precise moment that you must convert them, through a good reputation in order to generate more traffic in store . Indeed, when reading negative comments, a user will be dissuaded from any collaboration with your company. Consumers are demanding and will not give you the benefit of the doubt. The best way to control your e-reputation is to integrate customer review management tools, they will allow you to have a global vision of your company's reputation and to control it for each of your points of sale.
Ebook-customer-reviews
References:
1 - Pew Internet Study
2 - Net Offensive
3 - Marketing Land
4 - Ifop Study for Opinion System
5 - BrightLocal Consumer Review Survey
6 - Nielsen Study
7 - Ifop Barometer
8 - Semji.com
9 - Bright Local Marketing Platform
10 - Ifop Survey for VIP Reputation
11 - Dimensional Research
12 - E-marketing
13 - Wharton Customer Analytics
1. What is the online consumer behavior?
2. Google e-reputation
3. The challenges of e-reputation
4. The risks of a bad e-reputation
Conclusion
online-consumer-behavior
1. What is the online consumer behavior?
Offers are multiplying and consumers no longer know which buy belarus cell phone number list company to turn to. They will then do research via Google or social networks, then turn to customer reviews to make their choice. Here are some figures that illustrate the behavior of online consumers as well as their relationship with customer reviews
1 - 92% of Internet users use search engines to find information on the Web 1 .
2 - According to 65% of Internet users, the most reliable source of information is online research 2 .
3 - 83% of consumers no longer trust advertising, but rather recommendations from online users 3 .
4 - 74% of consumers refer to social networks before making a purchase 2 .
5 - 87% of French people read customer reviews before making a purchasing decision 4 .
6 - 85% of consumers trust online reviews as much as recommendations from those around them 5 .
7 - 97% of consumers read online reviews when searching for businesses nearby and 12% of them do so daily 5 .
e-reputation-Google
2. Google e-reputation
Google is the first player in your digital reputation , especially with Google My Business. The local SEO tool allows your business to appear in localized search results. During the search, Google will display an establishment profile: this is a profile made up of information relating to your points of sale such as the name, address, opening hours, telephone number or even customer reviews. In other words, Google is the online showcase of your business. It is essential to work on your image to gain the trust of your prospects.
8 - 94% of Internet users only consult the first page of Google results and use only the first 10 search results to form their opinion 2 .
9 - 74% of consumers research on Google before purchasing a product or service according to a Nielsen study 6 .
10 - 46% of searches on Google are made to find out about a product or service according to a barometer created by Ifop 7 .
11 - 74% of Internet users type the name of the brand into Google to find out about it before making a purchase 8 .
12-15% of consumers don’t trust businesses without reviews 9 .
e-reputation-issues
3. The challenges of e-reputation
Your digital reputation is essential for the sustainability of your business. Indeed, an IFOP survey conducted for Réputation VIP highlights that 96% of Internet users are influenced by a brand's e-reputation when making a purchase. When a company has a negative e-reputation, 30% of them do not make a purchase 10 .
13 - 74% of consumers trust local businesses with positive reviews 2 .
14 - 90% of consumers are influenced by positive online reviews before making a purchase, while 86% are dissuaded after reading negative reviews 11 .
15 - Online reviews influence 67.7% of purchasing decisions 2 .
16 - 8 out of 10 users say that reading negative information has dissuaded them from their purchase 2 .
bad-e-reputation-risks
4. The risks of a bad e-reputation
It is essential to take into account the risks of a bad reputation on the web. It can strongly impact your company and directly its brand image, its growth, its turnover and its sustainability. A few key figures show the importance of taking care of your online image.
17 - If two negative reviews appear on the first page of a Google search, the company risks losing 44% of its customers 12 .
18 - Businesses are likely to lose 22% of their business when a prospect finds a negative article on the first page of Google search 2 .
19- 60% of consumers lose interest in a brand because of negative reviews 2 .
20 - The probability of purchasing decreases by 51% after reading a negative review 13 .
Conclusion
To conclude, Internet users are conditioned by customer reviews, and consequently by your company's e-reputation . The first contact with your prospects is online, so it is at this precise moment that you must convert them, through a good reputation in order to generate more traffic in store . Indeed, when reading negative comments, a user will be dissuaded from any collaboration with your company. Consumers are demanding and will not give you the benefit of the doubt. The best way to control your e-reputation is to integrate customer review management tools, they will allow you to have a global vision of your company's reputation and to control it for each of your points of sale.
Ebook-customer-reviews
References:
1 - Pew Internet Study
2 - Net Offensive
3 - Marketing Land
4 - Ifop Study for Opinion System
5 - BrightLocal Consumer Review Survey
6 - Nielsen Study
7 - Ifop Barometer
8 - Semji.com
9 - Bright Local Marketing Platform
10 - Ifop Survey for VIP Reputation
11 - Dimensional Research
12 - E-marketing
13 - Wharton Customer Analytics