Einstein said, “The definition of insanity is doing the same thing over and over again and expecting different results.” It’s time for retailers to heed that warning. While most retailers understand the importance of providing exceptional customer experience, many still aren’t really listening or taking action on customer feedback. That’s a problem — 92% of customers trust peer recommendations over traditional advertising. If you’re not in tune to what people are saying about your brand, you’ll lose business to other retailers who are.

The 2020 Retail Reputation Report has significant business implications for retailers. We found a strong correlation between a brand’s Reputation Score — an industry index of visibility and customer sentiment on the web — and retail store sales growth.