Let’s face it, it is becoming increasingly important to win the trust of your target market to effectively convert them into customers. Considering the number of businesses coming online with their products and services, and the number of times the consumers face fraud, it is only obvious for them to make sure they are interacting with the right brand before committing to it.
So we decided to delve a little deeper into why customer reviews are what your business needs to get more sales and how you can get them.
Why are customer reviews so important?
According to an interesting infographic by Invesp and endless researches online, there are about 90% of consumers who read online reviews before visiting or interacting with a business. Let’s just say they want to make sure they are not engaging with a brand known for being fraudulent and don’t really want to waste their time researching or exploring how good the business is on their own by hit and trial of purchases.
Fair enough, right?
If that wasn’t enough, here’s a number that will leave you astonished yet saying, ‘I can understand why’ – 88% of consumers trust online reviews as much as personal recommendations.
Pretty obvious, correct?
We too tend to sway more towards brands that our friends and family keep discussing. And we prefer to use products that have been known to be good – again, from experiences of those we know. The same holds true when it comes to consumers who want or are shopping online!
Here’s another interesting fact. Customers are likely to spend 31% more than intended on businesses that have ‘excellent’ reviews online! Reason enough to pay attention to your customer reviews, right?
In fact, 72% of the consumer market will take an action your business wants them to only on reading a positive review about it. The reason being they are able to build trust with this brand that has customers like him happy and satisfied with the experience.
Yes, customer reviews do play an important role.
Wondering how you can encourage your customers to review your business? Well, here are a few hacks we stole from the pros!
1. Email them, of course!
The very first way to get your customers to leave reviews for your business, is to ask. Send them an email within 24-48 hours of their last interaction or purchase from you. This is only to make sure that the product or service they bought is still on their mind, making them more likely to share their reviews with you.
For example, Amazon sends out an email 24 hours after the product delivery to ask its customers if the product met the standards promised on their store.
2. Ask them before they leave
Another great way to not let a customer slip away without reviewing your product, is to ask them before they leave your website or ask them when they make another visit. At both the instances, the customer is sure to remember his last purchase from you and is in a better position to leave a rating or a review for your product.
For instance, here’s an on site retargeting campaign that nudges the visitor to leave a rating / review just as he shows an exit intent.
3. Let them know of your review profiles
Google and Yelp reviews help consumers across the world understand how good or bad a business is. It helps them look at the experience of other consumers like him and then decide if he’d like to interact or purchase with the brand in question.
So why not let your existing customers know that their reviews matter and link them to your review profiles? Adding a Yelp badge and Google review badge in your emails or displaying them on your site is a great way to encourage this action.
4. Incentivise customer reviews
While Yelp won’t allow you to do so, you can use this strategy to get reviews on other channels – Google and Facebook particularly. Go ahead and offer your customers an additional 5% off on their next purchase or a freebie/sample they could make use of for just reviewing your product. You would be surprised how many people are willing to do so for you!
For instance, here’s a campaign that does just that.
5. Don’t leave out the feedback
Happy and loyal customers are always more than willing to share feedback on their last interaction with you. Just because it isn’t in the typical review format, doesn’t mean you couldn’t use it as social proof for your other customers! Go ahead and ask the customer if they’d be like to review your product as well when he sends a feedback, but make sure it is very intuitive and easy for him to do.
Every feedback is a review in hiding, so dig deeper!
6. Nudge your social fans
Let’s be honest, if a consumer decides to follow you on social media, it is likely that he has had a good experience with your business and would like to engage with you again. Why not use their liking to your advantage?
Every now and then, push your social fans to leave a review for your products and services. Let them know that you value their opinions and would like to make their next experience even better. Knowing it is for their benefit, a lot of your fans are going to complete the action.
7. Don’t forget your mentions
There are a lot of people who are talking about your brand (good and bad). To be able to identify them, it is important to make social listening and setting up Google alerts in your strategy. So when someone tweets about you or mentions you in their blog, you could reach out to them personally and encourage them to review your business where you’d like them to.
Since these are people who are already talking about your brand, they’d be more than will to write a review.
Although getting reviews is extremely important, at the core of it, it is all about offering a great experience to your customers and prospects.
It is absolutely important to also pay attention on the negative reviews your business generates online. They could drag down your reputation in the market and actually start costing you customers. Make sure resolving the current issues and concerns remains a part of your ‘getting a review’ strategy.
In what other ways do you think a business can get their customers to drop reviews?