Social Media Considerations

A factor in both trust and persuasion. In trust, users expect to see customer ratings and reviews against the goods or services offered for sale by reputable e-commerce sites. In persuasion, ratings and review comments support both ‘social proof’ and ‘social learning’ persuasion techniques.

Customer service comments are a trust factor because they are one of the most significant ways to assess both the site and the organization. Users specifically search the web to find and review other users comments about organizations and the services they offer. Making provision on your site for these comments (and providing a good …

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