Benefits from Online Reviews
For customers, it’s never been easier to interact with brands. If you love the shirt you ordered, you’ll be able to leave a glowing review on the company’s web site. If the service at a new restaurant was awful, you can tell the world on a customer review website. If you cannot figure out why your package hasn’t arrived yet, you can ask the brand on social media.
Your voice as a customer is loud and clear.
Even as customers like being heard and having a say, businesses also benefit from consumer feedback. Online reviews and other feedback mechanisms can be used to improve nearly all parts of a business, from the quantitative (like higher ROI, profit, and click-through rates) to the qualitative (like the building of trust with customers, better brand reputation, and customer satisfaction).
If your business isn’t yet using on-line reviews, here are 5 ways to begin creating them work for you.
1. Stop fearing the negative review
Many brands are reluctant to implement on-line review systems because they are afraid of airing their dirty laundry, but that’s really a misguided concern.
First of all, most on-line reviews are positive, believe it or not. Second, studies have shown that almost 85% of shoppers think user reviews are valuable; therefore your brand will please shoppers by having reviews. But don’t think that means you need universally positive reviews; customers trust reviews’ legitimacy more when some are positive and some are negative.
2. Choose wisely where to put your review form
Putting your review section in easily accessible part of the site—at checkout, for example—makes your brand appear more trustworthy and customer-focused, which promotes customer loyalty and retention. And if customers can easily see and read others’ feedback, your word-of-mouth marketing will improve substantially.
A/B (or split) testing shows that brands using on-line reviews will increase sales by as much as 58% likely because as a result of 71% of customers are more confident in their purchases after reading reviews.
The homepage and the about page, the shopping cart screen, search results page, and social media business pages can also be effective places to invite customer opinions.
3. Address bad reviews and incorporate them into operations
Never let a customer complaint, whether in an internal review section or on social media, sit. Create the best of bad situation by reaching out to the client and genuinely trying to solve the problem. Your brand can appear human and caring, and customers can feel valued.
Not convinced? Research from People Claim found that 95% of shoppers still continue to do business with a brand they once criticized if issues are handled quickly and completely.
Impressive as that static is, the advantages do not stop here. Handling client complaints will satisfy the unhappy individual in the short term, but it additionally helps you understand why your business is getting bad reviews in the 1st place. Really pay attention to negative feedback and use it to course-correct and to improve your company.
Offering better products, services, and client support based on client feedback can organically improve sales and ROI, and it’ll also improve client retention by showing shoppers that you value their opinions.
4. Personalize your requests for feedback
The little things that are lost in an e-commerce transaction—sales associates greeting customers as they walk into the store, serving hands on the sales floor—can make a big difference in the overall client experience. Personalizing feedback requests will facilitate bridge that gap.
Instead of providing review fields on your website only, or queuing up a generic email blast, send out personal requests for feedback. Using customers’ names and being honest concerning why you are gathering shoppers’ comments will make people more probably to write authentic reviews.
5. Get on social media and third-party review sites
It may seem safe to accept feedback only through channels you are able to regulate, like your website, but it’s imperative to be on third-party sites, as well.
Research from Google finds that corporations with reviews-based on-line ratings have 17% higher click-through rates than those who do not have them, which means your company will get in front of additional potential consumers. Social media reviews also have a major impact on traffic. So major, in fact, that Sociable Labs found that three-fourths of people have clicked through a brand’s website because of something they read on social media.
Don’t let the fear of the unknown keep you from tangible benefits like those.
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Online reviews will appear as if they offer only superficial or customer-focused benefits, but that couldn’t be beyond the reality. The beauty of client comments is that they are good for the company and also for the customer at the same time, building everything from client loyalty and brand image to cold, hard sales figures.
Companies bend over backward to drive profitability and please customers. Why not do it easily and effectively with a simple online review form?