The Design Guide For Online Customer Reviews
Six Principles For Maximizing The Value Of Customer Reviews
January 18, 2008
Why Read This Report
Online customer reviews are a trusted source of product information for consumers — and therefore a potentially valuable sales asset. But many sites do not implement these tools effectively. To get the most from online reviews, Forrester recommends that firms follow six principles: 1) Help customers write great reviews; 2) encourage them to describe themselves to other shoppers; 3) integrate reviews throughout the research process; 4) design product pages to highlight review content; 5) let customers control which reviews they see; and 6) use reviews to showcase great customer service. We expect online customer reviews to get more sophisticated in the coming years, giving rise to new features like social navigation, review syndication, personalized reviews, and review-based quality metrics.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Customer Reviews Help Shoppers And The Companies They Buy From
- The Anatomy of An Online Customer Review
- The Six Principles For Designing Great Online Reviews
WHAT IT MEANS
- Customer Reviews Will Get More Sophisticated
- Supplemental Material
- Related Research Documents
Elevate Your Customer Experience With End-To-End Customer Service
January 17, 2017 | Riccardo Pasto
Identify And Evaluate Technology Partners To Streamline Global Expansion
December 9, 2016 | Lily Varon
The India Customer Experience Index, 2016
November 2, 2016 | Amit Bhatia