Customer content rivals brand marketing

The widespread availability of online customer reviews and the sharing of brand experiences on social media mean a high-quality product and an excellent shopping experience are no longer sufficient qualities to persuade shoppers to part with their money. 

That’s according to the Shopper Experience Index, an annual report from UGC solutions provider Bazaarvoice, based on a survey of more than 7,000 global shoppers.

Why it matters

Customer reviews and user-generated content (UGC) in the form of photos and videos are now vital as social proof for buyers. Shoppers are becoming brands’ best salespeople.

Takeaways 

• Reviews are essential for conversion. Globally, 86% of shoppers read shopper reviews when browsing or buying, 75% look at photos and videos from other shoppers.
• Peer content adds credibility. Three quarters (74%) of global shoppers agree that shopper photos increase their likelihood of buying a product, while more than half (53%) say peer content makes them more confident in their purchase decision. 
• Social commerce is on the rise. Over half (52%) of shoppers have bought something on social media. The convenience and ease of social commerce, thanks to the boom in shoppable content from platforms such as Instagram and TikTok, is making it a go to. 

Key quote

“Brands need to rethink their paid media and content strategies and capitalize on influential peer-to-peer conversations to inform, inspire, and convert. Unfiltered user-generated content elevates authenticity, which in turn drives trust” – Zarina Lam Stanford, CMO at Bazaarvoice. 

Sourced from Bazaarvoice [Image: Getty]