7 Strategies to Secure Outstanding Customer Reviews
Every proficient marketer understands that word-of-mouth recommendations surpass all other forms of advertising when it comes to attracting new business. When potential customers hear Customer Reviews from others, it fosters trust and wields a powerful influence on their purchasing decisions that conventional advertising simply can’t match.
In today’s digital age, customer reviews have become the modern-day word of mouth. People actively seek out reviews, derive knowledge from them, and use them as a basis for their buying choices. Favorable reviews can circulate rapidly, propelling sales to new heights, while negative ones can impede revenue growth and push businesses a step back.
Fortunately, securing remarkable customer reviews doesn’t depend solely on having your products or services in the market and hoping for the best. There are specific strategies you can employ to ensure customer satisfaction and encourage positive feedback.
Why People Rely on Online Reviews
Typically, individuals turn to online reviews for four primary reasons:
To gain social proof from other customers who have utilized the product or service.
To gather more information about the product they intend to purchase.
To mitigate the risk of making a poor purchase.
To gain a better understanding of the product’s advantages and limitations.
For any business, the ultimate goal is to accumulate positive reviews and leverage them to boost sales and fortify their online presence.
Here are seven effective tactics to garner outstanding customer reviews.
Request Reviews Across Multiple Platforms
The initial step in accumulating positive online reviews is to streamline the process for customers to leave feedback. The more straightforward it is to write a review, the more likely customers will take the time to do so. Leverage social media and third-party review sites as convenient platforms for spreading the word about your company, product, or service.
Some of the most impactful platforms include:
Google My Business
Depending on your industry, niche review sites, such as TripAdvisor for the travel sector or OpenTable for restaurants and cafes, can also be highly effective.
The key across all platforms is simplicity. Make it clear and easy for visitors to leave reviews, leaving no room for confusion about your expectations.
Maximize Your Website’s Potential
Your website serves as a valuable tool for garnering customer reviews. Optimize your web pages and blog posts to allow visitors to leave comments swiftly and effortlessly. Additionally, provide clear links to all your social media channels.
For e-commerce sites, consider implementing live chat to receive instant feedback from customers. Chatbots can also assist in answering inquiries and automating interactions on platforms like Messenger, Instagram, SMS, and email. These functions cater to customers’ “I want everything right now” mentality, offering value by reducing response times and enhancing customer service.
Solicit Reviews via Email
If inbound marketing is part of your strategy, utilize email at crucial points in the customer journey to nurture and convert leads. For instance, send a follow-up email after a purchase (with a timeline suitable for your brand) requesting a review. This personal touch often elicits the most honest feedback, helping you boost sales or make necessary adjustments based on patterns in responses.
Alternatively, consider including a link to an online survey. Surveys are easy to set up and allow for efficient data analysis. With surveys, you have control over the information collected, giving you valuable insights into your customers.
Incentivize and Reward Reviews
To encourage more reviews, or simply to show appreciation to your customers, contemplate adding incentives to the review process. People believe their time is valuable, so provide them with a reason to share their thoughts. Incentives like discounts, coupons, gift cards, or contests can motivate customers and potentially boost future sales when they return to your business.
When using this tactic, ensure that your reward system aligns with your company’s goals. While incentives can enhance the positivity of reviews, it’s essential to maintain transparency and authenticity, ensuring that reviews are genuine expressions of customer satisfaction.
Perfect Your Timing – Know When to Ask
The timing of your review requests significantly impacts the effectiveness of your efforts and your overall customer service. Whether through social media, your website, or email, choosing the right moment is critical. You wouldn’t want to irritate a customer and receive a negative review that others will see.
This necessitates a deep understanding of your customer journey. Know where and when customers interact with your brand to pinpoint the most impactful channels and touchpoints for soliciting reviews.
A few opportune moments to request reviews include:
After a product order.
Upon product re-order.
Following a social media tag.
In response to a blog or landing page comment.
After downloading an asset like an ebook.
As part of a customer referral process.
The aim is to approach customers when they’re content or satisfied, increasing the likelihood that they’ll convey those positive sentiments in their reviews.
Promote Your Existing Reviews
If you’ve already amassed great reviews, showcase them! Don’t let them languish in obscurity. Promoting positive reviews not only encourages more sales but also prompts customers to share their experiences.
Consider displaying reviews prominently on your website’s homepage. If you have product pages with relevant reviews, feature them there as well. Create a dedicated ‘Testimonials’ page where all your reviews are easily accessible. Additionally, consider adding a ‘Tell us what you think’ form or function for customers to submit their own reviews effortlessly.
Respond to Reviews (Both Positive and Negative)
Proactive engagement with customer feedback is essential. If you’re actively seeking reviews, allocate time for you or your team in marketing, sales, or customer service to review and respond to feedback.
For positive reviews, a simple acknowledgment and expression of gratitude for the customer’s time are often sufficient. However, negative reviews require more attention.
Did you know that 94% of consumers say a negative review has deterred them from a business? On the flip side, 45% are more inclined to engage with a company that responds to negative reviews, according to Review Trackers.
Hence, it’s crucial to carefully consider the reviewer’s comments and respond with either a solution or an invitation for further contact to address the issue. Timely and constructive responses to negative reviews can demonstrate your commitment to customer satisfaction and mitigate the impact of unfavorable feedback.
Incorporating these tactics into your business strategy can significantly enhance your online reputation and drive positive customer reviews. However, for expert assistance in optimizing your online reputation, turn to Build Brand Better, the premier online reputation management company. We are dedicated to helping businesses like yours thrive in the digital world.
Choose Build Brand Better for a Stellar Online Reputation
At Build Brand Better, we specialize in crafting and maintaining impeccable online reputations for businesses across various industries. Our comprehensive suite of services includes review monitoring, review generation, online presence management, and crisis management. We understand the pivotal role that positive customer reviews play in shaping your brand’s image and influence.
What is online reputation management (ORM)?
Answer: Online Reputation Management (ORM) is the practice of monitoring and influencing an individual’s or a company’s online presence to shape a positive public perception. It involves managing online reviews, social media mentions, and other digital content to build a favorable reputation.
Why is online reputation management important?
Answer: ORM is crucial because people often form opinions about businesses and individuals based on what they find online. A positive online reputation can boost trust, credibility, and customer trust, while a negative one can harm relationships and business opportunities.
How can negative online content be removed?
Answer: Negative content can sometimes be removed by contacting the website owner or the platform hosting the content. However, removal is not always possible. ORM companies can help bury negative content with positive content and mitigate its impact.
How long does it take to see results from ORM efforts?
Answer: The timeline for ORM results depends on the current state of your online reputation and the strategies employed. Some improvements can be seen within a few weeks, while more significant changes may take several months. Consistency is key.
Can I manage my online reputation on my own?
Answer: Yes, you can manage your online reputation to some extent on your own by monitoring and responding to reviews and social media comments. However, professional ORM companies have the expertise and tools to handle complex issues effectively.
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