Customer Experience: Tactics to Get Great Customer Reviews

When it comes to a new business, every successful marketer knows that the advertising by word-of-mouth advertising trumps it all. When your prospective customers or clients hear the positive opinions of other customers it builds trust and influences decision-making in a way that regular advertising can’t do so.

More specifically, customer reviews are the new word of mouth. People are looking for them, learn from them, and base their buying decisions on them. Positive reviews can spread quickly and lead to explosive sales, thus you need to be careful about negative reviews that can cause a business to take a step back.

Getting good reviews isn’t just about having your products and services on the market and hoping that customers are satisfied with them. In this article, created by the Digital Marketing Institute we will dive into 4 important tactics that you can use to ensure customers are satisfied and willing to leave positive feedback for your product or service.

The first thing a potential client will do is look at other online reviews for your business, but why do people look at online reviews;

Usually, there are four reasons why a person would do that:

Most probably to:

• To get social proof from customers who have used the product or service
• To learn more about the product
• To reduce the possibility of making a bad purchase
• To get a better sense of the product’s benefits and limitations

Naturally, the goal for any business is to get positive reviews and use them to boost sales and grow their brand online.

The first tactic you should follow is to ask for Reviews across a Range of Platforms:

You have to make it as easy as possible for people to leave an online review. The more effort it takes to leave a review, the less likely someone is to dedicate the time to leave the review you want. Social media and third-party review sites are great platforms to help get the good word out about your company, product, or service.

Some of the most effective platforms include:

• Facebook
• Instagram
• TikTok
• YouTube
• Google My Business

There are also many niche review sites (depending on your industry) that may be effective for eliciting great customer reviews. For example, Trip Advisor works best in the travel sector for restaurants or cafés.

The key is to keep it simple and ask for reviews, so there is no confusion about what you want your visitors to do.

The second tactic is that you need to respond to Reviews either positive or negative.

It’s important to be proactive when it comes to customer feedback. You have to make sure that you or someone from your team has time to go through them and respond. Positive reviews are easy to respond to. A simple acknowledgment and thanks for someone taking the time to leave one is enough. Thus, negative reviews require more time and attention.

It is important that you know how to respond to negative reviews in a polite way. Pay attention to what the reviewer is saying and respond with either a solution or an opportunity to contact the company to rectify the situation.

Moving on, the third tactic which is very important is that you need to make the most of your website.

Your website is a great tool for getting customer reviews. Your web pages and blog posts should be optimized to allow visitors to leave their comments. If you have an e-commerce site, you may want to consider adding live chat to receive instant feedback from customers. Chatbots are also useful to help answer queries and use automation on platforms such as Messenger, Instagram, SMS, and email. These functions can satisfy people’s “I want everything right now” mentality and it can also provide value as it reduces response times and enhances your customer service.

Promote Your Reviews

The last and fourth most important tactic is that you need to promote your reviews. If you already have great reviews, you need to promote them! There’s no point in having them hidden away. It will encourage people to buy from you, but also it may prompt them to share their own thoughts.

Consider putting reviews on your website homepage. If you have product pages and reviews that relate directly to that product, include them there. You can also add a ‘Testimonials’ page where all your reviews are housed and people can access them easily.

There are other useful tactics that you can follow to get great customer reviews, thus there is no formula but you can start with the four tactics that we listed above. Customers trust what other customers say so it’s worth putting the effort in to learn more about your customer base and products or services.

You can find more information here: https://digitalmarketinginstitute.com/blog/7-tactics-to-get-great-customer-reviews

Source: Digital Marketing Institute

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