According to a study on consumer behavior commissioned by Influence Central, there are 3 key determinants for trust in an online review:
1.) How much the person sounds like me
2.) The amount of detail in the review
3.) Written by a verifiable purchaser
The takeaway? While all positive reviews are valuable, reviews that are stories written by your average customers about common repairs, services and everyday visits that resulted in great experiences will inspire the most trust, and have the most influence.
Since 1990, Bob Cooper has been the president of Elite (EliteWorldwide.com), a company that strives to help shop owners reach their goals and live happier lives, while elevating the industry at the same time. The company offers one-on-one training and coaching from the industry’s top shop owners, service advisor training, peer groups, along with online and in-class sales, marketing and shop management courses. You can contact Elite at [email protected], or by calling 800-204-3548.
