Lorenzo Carreri knows CRO, a pragmatist in all the right ways; he focuses on understanding the customer journey and leveraging data whenever possible.
Why we love it
This happens all the time.
There's a difference between reaching out to a customer and solving a problem someone had with your product v. just hiding the bad reviews.
We're always reminded of brands that embrace bad reviews to their advantage, as long as the product actually is good.
Craft and Commerce in San Diego plays a track of their employees reading bad yelp reviews when you go to the bathroom. They are hysterical.
A point that Lorenzo makes that we think is ignored a lot, people are comparison and platform shopping, they're going to look at a few options before they decide to make a purchase and really high reviews raise questions.
When most people read reviews they want to read a few of each star rating so they have a good idea of an honest spectrum of reviews.
What we'd love to know more about
Why is this still a practice that brands actively participate in?
Is there a better way to segment reviews as products and expectations are always different for different people?