Key Takeaways:

1. Reviews influence the vast majority of consumers' (89%, in fact) purchasing decision. That means it’s never been more important to manage your online reputation. Listening and engaging with what your customers are saying online can help you build trust and credibility, and improve your bottom line.
2. Health checks for retention: product consumption (how often are customers returning to buy again, how is the AOV changing, what's the frequency of their re-purchases?), service utilization (are customers using what they bought?), feedback (are customers talking about you, why don't they want to leave a review?), support escalations (what issues are being escalated and how are customers communicating inbound support issues?), and business outcomes
3. Consumers are trusting each other more and more -- they simply don't go to the brand, first. You're either transparent or you're not -- but consumers' voices will be heard. The question is how you want to manage it. Develop a consumer review collection strategy where you can get ahold of your feedback... good or bad.

Full Shownotes:

• https://www.emarsys.com/en/resources/podcasts/customer-reviews-retention-brian-merritt