Home » Omnichannel, video, photo: online and in-store, customer reviews are re-inventing themselves Omnichannel, video, photo: online and in-store, customer reviews are re-inventing themselves As e-commerce returns to growth, online retailers need to optimise customer reviews to stay ahead of the game. We look at the strategies of Amazon, Shein, Temu, Fnac Darty, Decathlon, Picard, Damart, Leroy Merlin and Carrefour. Through Morgane Monteiro, Sophie Baqué. Published on 14 October 2024 à 11h19 - Update on 07 November 2024 à 19h29 Resources Key points Text format is still in the majority: 85% of customer reviews are text-based, according to Custplace 54% of shoppers have more confidence in customer reviews containing photos, according to Verifield Advices by Skeepers Photos included in customer reviews increase the natural referencing (SEO) of product information sheets and represents an opportunity to promote store visits. Originally, customer reviews took the form of a simple rating out of 5 or 10 based on stars, accompanied by text. These now take several forms, including text, photos, videos and audio. Text is still the most common format, with 85% of customer reviews, according to the review management platform Custplace (based on a panel of 500 major companies in all sectors). However, photo and video formats are on the increase, particularly in the beauty, restaurant and automotive sectors. Store to web: customer reviews on the rise in stores Customer reviews,… Morgane Monteiro, Sophie Baqué customer reviewse-commerceomnichannel Read more Exclusive [mind Retail Exclusive] How Custplace's AI automates the collection of customer reviews for Darty, Optical Centre and KparK [mind Retail Exclusive] Darty signs up with Custplace for long-term customer reviews Exclusive [mind Retail Exclusive] Blissim transfers thousands of customer reviews to the Sephora website
