Why and How to Increase Customer Feedback
Source: Max Pixel
As consumers, we all rely on other customers’ reviews in order to make our purchase decision. Some sites, like Yelp and TripAdvisor, are dedicated to providing consumer reviews, while large online marketplaces like Amazon and eBay thrive on shoppers’ reviews. Why? Reviews are valuable and help drive sales conversions. In fact, market research shows that adding just one review to a product page results in a 10% increase in orders. It also improves your search rankings; e-retailers typically see a 15% to 25% increase in traffic to a product page that has reviews. After all, 69% of customers look for online reviews of a business, and 72% report that they put a lot of trust in online reviews.
If you aren’t getting actively working to get positive customer reviews, you need to start.
So, how do you get a review? Unfortunately, it’s not as obvious as simply providing a great product, service and customer care. Customers who are satisfied aren’t generally motivated to leave reviews unlike dissatisfied customers who like to make their grievances known.
But when it comes to encouraging a happy customer to leave a positive review, you need the right timing, tools and approach.
1. Ask and you shall receive
A happy customer isn’t thinking about what’s best for your business or how valuable a review can be for it. That’s why it’s important to request a review. The way you make the request also matters, which brings us to the next tip…
2. Use the right wording
It’s always somewhat awkward to ask a customer to do something on your behalf. But, that can easily be solved with the right wording. Instead of point-blank asking your customer to leave a “review,” invite them to leave “feedback.” After all, inviting someone to leave feedback is much more discrete than asking for a review.
3. Yes, you’re busy and automating your invitation for feedback might be the easier option, but it won’t be as successful. You’re much likelier to get a positive response if you write an email with a personal touch that speaks directly to the customer.
4. Use the right tool
Make sure to use a customer feedback tool that is easy for customers and offers multiple ways to leave feedback. One of our favorite tools is Yotpo, which allows e-commerce sites to easily generate reviews, ratings, questions & answers and more. If you have a WordPress site, you can simply install a plugin to enable feedback on your site.
5. Time it right
When do you have your customer’s full attention? When your product arrives or your service is provided. These are opportune times to invite feedback. Include a personal note in your customer’s package that invites them to leave feedback. If you perform a service, hand them the invitation once you’ve completed the work.
6. Use social media interaction
According to a recent study, a whopping 71% of customers who have a positive experience interacting with a business via social media are likely to recommend it to others. Word-of-mouth recommendations are one of the most powerful types of reviews any business could ask for!
To sum up, growing your customer reviews (feedback) takes a multifaceted strategy but the ROI is huge. The more your reviews grow, the more your business will as well. So make sure to invest time and effort into soliciting feedback. Sometimes all it takes is writing a nice personal email with an honest interest in learning about your customer’s experience.