Generating customer reviews is no longer an option. It's a prerequisite for your business' survival, whether on Google, Facebook, Amazon, Yelp or any other platforms. But how do you go about it? When to ask? How to ask? We tell you all about it.
October 17, 2023
You won't be surprised to learn that 95% of buyers read online reviews before making a purchase. We all do.
But did you know that 72% of buyers won't even consider buying until they've read at least one review?
This is where customer reviews really come into their own.
But these are not the only benefits of generating customer reviews.
Imagine you stumble upon an unfamiliar brand while browsing Amazon. You're hesitant to make a purchase, right? Well, you're not alone.
Trust is the foundation of any successful business, and customer reviews play a pivotal role in building that trust.
When potential customers see positive reviews from real people (on Google, Facebook, Tripadvisor, and so forth), it instills confidence in your company.
Reviews act as social proof, reassuring them that others have had positive experiences with your product or service.
Standing out from the crowd is a challenge.
When customers leave glowing reviews on Google, they become brand ambassadors, spreading the word about their fantastic experiences.
These reviews act as powerful endorsements, increasing brand visibility and attracting new customers who may have otherwise overlooked your offerings.
Customer reviews provide valuable insights into your products or services.
They offer a unique window into the customer experience, highlighting what works well and what could be improved.
You gain valuable feedback that can help you refine your offerings and enhance customer satisfaction.
Before making a purchase, most consumers conduct thorough research online (usually on Google or Facebook).
They compare prices, read product descriptions, and, you guessed it, check customer reviews.
And positive reviews act as persuasive tools, nudging potential customers closer to the checkout page.
They provide a glimpse into the real-world benefits and value your product or service offer.
Indeed, 94% of Internet users say that a positive review encourages them to buy (according to a Brightlocal’s study).
What’s more, a Medill Spiegel Research Center’s study tell us that a product with 5 reviews is 270% more likely to be purchased than a product with no reviews at all.
One of the prime opportunities to ask for customer reviews is right after a successful purchase.
Strike while the iron is hot!
Reaching out to your customers shortly after they receive and experience your product or service. You’ll catch them at a moment of satisfaction and delight.
This timing ensures that their positive experiences are fresh in their minds, making them more likely to provide glowing reviews that will capture the attention of potential buyers.
A 2022 study conducted by the Universities of Nevada and Arizona proves it.
They have taken a close look at how the timing of the request affects customers' chances of posting reviews.
To do so, they examined 4 distinct time periods: 1 day, 5 days, 9 days and 2 weeks after purchase.
Here are the details of their findings:
As you'd expect, the number of people writing reviews decreases over time.
That said, it's still a good idea to follow up after 9 days and 2 weeks.
If you leave it to them, customers are unlikely to take the initiative to share their review weeks later.
Study figures prove it: without a formal request, the number of reviews submitted is close to 0 after such a long time.
Another strategic moment to request customer reviews is when your customers achieve significant milestones or accomplishments with your product or service.
For instance, if you offer a fitness app, reaching out to customers after they've completed a challenging workout program or achieved their fitness goals can yield powerful testimonials.
Celebrate their successes and invite them to share their journey through a review. You’ll not only gather valuable feedback but also cultivate a sense of community and loyalty.
Great customer service can leave a lasting impression on your customers.
When you go above and beyond to resolve an issue or exceed their expectations, it's the perfect time to ask for a review.
You just demonstrated your commitment to their satisfaction.
Customers will be more willing to share their positive experiences and highlight the exceptional care they received.
Don't limit yourself to a single moment for requesting customer reviews.
Incorporate review requests into your regular touchpoints with customers.
This could be through email newsletters, order confirmation pages, or even personalized follow-up messages.
Make it a consistent part of your marketing strategy.
You’ll increase the chances of capturing reviews from satisfied customers and continuously building your business' reputation.
Discover the e-book on the Top 10 best practices for an e-commerce website in 2023 co-created with Karmen, Datashake and Loyoly.
Now that you know when to ask for customer reviews, let's explore the various marketing channels you can use to seek those valuable feedbacks.
Email remains one of the most effective and versatile channels for requesting customer reviews.
It allows you to reach a wide audience, personalize your message, and provide direct links for customers to leave reviews.
What’s more, these review request emails can generate up to 27.5% of purchase returns (according to Yotpo).
Craft a simple but compelling subject line that grabs attention and encourages customers to open your email.
For example, you could use "How was your experience with" and personalize it with your company name.
Personalize the email by addressing the customer by name and referencing their recent purchase or interaction.
Clearly explain why their review is important and how it can help improve your product or service.
Insert a direct call-to-action (CTA) in this email, with a prominent review link to make it easy for customers to leave their feedback.
Subject: Your Opinion Matters! Help Us Shape a Better Experience
Hi [Customer's Name],
We hope you're enjoying your recent purchase from [Your Business]! We would love to hear about your experience.
Your opinion matters to us, as it helps us improve our product and provide you with the best possible experience.
Please, share your thoughts by leaving a review. It only takes a few minutes, and your feedback will make a significant impact.
Click here [Insert Direct Review Link] and let us know how we're doing.
As a token of our appreciation, we're offering a special discount of 10% off your next purchase. It's our way of saying thank you for your time and feedback.
We truly value your support, and we look forward to hearing from you!
With high open and response rates, SMS offers a personal touch and convenience.
It allows you to connect with your customers in real-time and reach them wherever they are.
Also, SMS ensures a seamless and frictionless review process.
Their concise nature encourages customers to take prompt action, increasing the likelihood of receiving valuable reviews.
Keep your SMS concise and engaging, grabbing attention in a limited character space.
Use a friendly and conversational tone to connect with your customers.
Display a link as a shortened URL.
Personalize the message by including the customer's name and referencing their recent purchase or interaction.
Don't mention other subjects in your message, for better clarity.
Consider sending SMS reminders to those who haven't left a review after a certain period.
Hi [Customer's Name]!
Thanks for choosing [Your Business].
We'd love to hear about your experience.
Please, share your feedback here: [Insert Shortened Review Link].
This helps us serve you better.
Thanks in advance! 🌟
QR codes are perfect for asking customers to leave their review directly in-store.
They can be placed on physical products, packaging, receipts, or marketing materials, allowing customers to leave reviews effortlessly using their smartphones.
Design visually appealing QR codes that stand out and capture attention.
Ensure the QR code leads directly to the review submission page or landing page.
Provide clear instructions next to the QR code, guiding customers on how to scan and leave a review.
Monitor the usage of QR codes and track the number of reviews generated to assess the effectiveness.
Scan the QR code below to share your experience with [Your Business].
We value your feedback, and it helps us improve our product and service.
As a thank-you, enjoy 15% off your next purchase.
We appreciate your support! 🙌
Social media offers a vast and engaged audience for seeking customer reviews, especially on Facebook.
There, you can tap into your followers' networks, increasing the reach of your review requests.
Social media also allows for interactive engagement, fostering conversations and building brand loyalty.
Choose the right social media platform that aligns with your target audience.
Craft visually appealing posts that highlight positive customer experiences or showcase your product in action.
Encourage customers to share their reviews as comments on your posts or through direct messages.
Respond promptly and engage with customers who leave reviews to show your appreciation and build a sense of community.
Consider running contests or giveaways tied to leaving reviews to incentivize participation and increase engagement.
🌟 Calling all happy customers! 🌟
Have you had an amazing experience with [Your Business]?
We'd love to hear about it!
Share your thoughts and help us spread the love. 💖
Comment below with your review or send us a direct message. We'll feature some of our favorites and give you a shout-out! 🎉
Thank you for being part of the [Your Business] family!
Your feedback means the world to us. 🌎✨
Add review request pop-ups or widgets to your website. They can effectively capture customer reviews at the point of interaction.
It provides a seamless and convenient way for customers to share their experiences, without needing to navigate away from your site.
Pop-ups or widgets can be strategically placed on key pages, such as the thank you or confirmation page after a purchase.
Keep the pop-up or widget visually appealing and unobtrusive to enhance the user experience.
Clearly communicate the value of leaving a review and how it contributes to improving your product or service.
Make the review process simple and user-friendly, with clear instructions and visible review submission buttons.
🌟 We'd love to hear from you! 🌟
Tell us about your experience with [Your Business] and help us make it even better!
Click below to leave your feedback and receive free shipping on your next order !
[Leave a Review] [No, Thanks]
Humans are naturally motivated by incentives, and your customers are no exception.
Consider offering them compelling rewards.
By doing that, you can encourage more customers to take the time and effort to leave a review.
Here are a few ideas to consider:
Discounts and Coupons: Offer exclusive discounts or coupons as a reward for leaving a review. This not only incentivizes customers but also entices them to make another purchase, driving repeat business.
Free product or Samples: Surprise your customers by offering a free sample or a small gift in exchange for their review. This tangible gesture of appreciation can create a positive impression and increase the likelihood of receiving valuable feedback.
Contests and Giveaways: Run contests or giveaways where customers who leave a review are entered into a draw to win exciting prizes. This creates a sense of excitement and motivates customers to share their experiences to participate.
Loyalty Program Points: Reward customers with points on your brand's loyalty program for leaving a review. This not only encourages customers to provide feedback but also strengthens their engagement with your company.
Need to generate customer reviews? Take a look at our all-in-one review platform.
Simplicity is key.
Customers are more likely to leave a review when the process is quick and hassle-free.
Here's how you can simplify the review submission process:
Provide Clear Instructions: Ensure that customers understand how and where to leave a review. Insert clear instructions, such as step-by-step guides or even video tutorials, to eliminate any confusion.
Optimize Review Platforms: If you're using third-party review platforms, make sure they are user-friendly and accessible across different devices. Test the process yourself to identify any potential hurdles and streamline the experience.
Mobile-Friendly Experience: Ensure that your review submission process is optimized for mobile devices. Responsive designs are essential for customers to leave reviews on the go.
Take a look at our ranking of the best customer review management platforms
Responding to customer reviews is essential to show that you value their feedback (whether on Google, Facebook, Yelp, or other platforms...).
Here are some tips for responding to customer reviews:
When it comes to reviews, timeliness is key.
And so it is with your answers.
Aim to respond to all reviews promptly, showing that you value your customers' opinions.
Make your responses authentic and personalized to each customer.
Avoid using generic or template-like replies.
Take the time to understand the specific details of their review and tailor your response accordingly.
Express appreciation for the customer's feedback (regardless of the review's sentiment).
Let them know that their input is valuable and plays an integral role in shaping your product or service.
Answer to positive AND negative reviews.
You get a positive review ?
Express gratitude and appreciation for positive feedback. Thank the customer for their kind words, highlight specific aspects they enjoyed, and make them feel valued as a part of your brand community.
Read this article to get more tips on how to answer to positive reviews.
You get a negative review ?
It's not the end of the world. Approach them with empathy and a genuine desire to resolve any issues.
Acknowledge the customer's concerns, apologize for any negative experiences, and offer assistance in finding a solution.
Read this article to get more tips on how to answer to negative reviews.