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Consumer Reviews: Do Your Customers Have a Place to Rave About You?

Consumer Reviews: Do Your Customers Have a Place to Rave About You?

Yesterday, the UPS man came to our house with a big brown package for my daughter. She tore into it with great enthusiasm, because she knew it was the Halloween costume she’s been waiting for – the bumblebee suit of any tweenager’s dreams, complete with a floofy skirt, striped leggings, a jeweled headband and wings. It turns out that the costume was even better than she expected. The way she expressed this surprised me.

“Mom!” she said. “You’ve got to go write them an amazing review!”

A New Generation of Consumers is Being Raised to Believe Leaving Reviews Is Part of the Deal

It’s impossible to ignore the power of teen and pre-teen consumers on the economy. While these demographic groups aren’t quite as influential as they were when we all had more money, they’re still doing their best to guide their parents’ purchasing decisions.

Another nifty fact to know: the majority of this generation has spent at least part of their time online playing role-playing games like Club Penguin and Neopets. One of the main activities on these sites is a form of virtual shopping, where kids ‘buy’ items to furnish their virtual houses. They rate and review items regularly, trading things with their friends, and even selling those items for virtual cash. It doesn’t take long for the kids to learn that it’s much easier to sell items with good reviews than it is to sell items with terrible reviews.

In other words, a good review adds value to the item the child owns. This is true in virtual spaces, and it’s true in the everyday world of apparel, accessories, toys, and electronics that our kids enjoy on a daily basis. Being able to leave a positive review enhances and augments the enjoyment the kids get from their purchases – and I’d argue, judging from a quick perusal of – that the same is true for adults as well.

Yet many e-commerce sites don’t offer their customers the ability to leave a review. Why is that?

Sometimes the absence of a review function has everything to do with the business owner’s fear. They’re worried that someone will say something bad about their products or services. By not offering a place for customers to leave reviews, the business owner thinks that they’ve eliminated this problem. However, that’s not true: disgruntled customers will share their feelings on other platforms, including their own social media sites like Facebook and YouTube. By being willing to host reviews on your site, at least you have the opportunity to respond to them – and maybe even rectify the situation that has your customer so upset!

And remember, if you remove the opportunity to complain, you’re also removing the opportunity to praise – just as a new generation of consumers, who firmly believe that you’re supposed to praise pleasing purchases!, comes into their own. If you don’t have review functionality on your e-commerce website, the time to change that is now. Not sure how to make that happen? Give us a call. We’re here to help.

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress


Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office