Reviews are a powerful tool for promoting a business. Data Insight research states that 99% of customers read reviews before making a purchase or choosing a particular company. It is other people’s experiences that help people make decisions. A large number of good reviews creates the company’s image as a reliable seller. This way, people understand that the product has been tested and approved by other buyers.
However, there is a problem: customers are more willing to write reviews when something disappoints them. However, if a product or service meets expectations, people are too lazy to share their impressions online.
What is the benefit of reviews?
Traditional advertising is aimed at sales and will never tell about all the nuances of the product. Meanwhile, in the reviews on the site, real people share their experience after the purchase as honestly and in detail as possible.
Therefore, reviews play an important role in forming a positive reputation for any business. They increase trust in the company, attract traffic and help improve the product.
Free audit
Provide important information about how the business operates and what needs to be improved. This allows the company to avoid expensive audits and not waste time on surveys. Clients report all strengths and weaknesses for free in reviews.
Country email list is relatively inexpensive, especially when compared to traditional advertising or paid digital advertising. Once you have a list, sending an email country email list campaign is much cheaper than other forms of promotion. In conclusion, Our data source is various platform. We taken all data from trusted sites and opt in data source only.
Content source
Reviews are great content for social media. Publishing real customer opinions on your website or social media increases brand trust and helps attract new users. It’s fresh, organic content that allows you to interact with your audience.
Loyalty Score
Reflect how much customers care about the company. Even a negative review is a chance to improve relations with the client. By solving their problem, the company can turn a one-time purchase into long-term cooperation.
Motivation for the company
Affect the motivation of the company and its employees. Good reviews of products inspire and give strength, bad ones force you to look for new solutions to satisfy the most demanding customers.
Negative reviews also motivate the company to improve the quality of the product. After all, customers point out not only the advantages, but also the disadvantages of the product or service. If a problem is mentioned regularly, this is a signal that it needs to be solved.
10 Ways to Get Feedback
Statistics show that most people leave reviews online several times a month, and 18% of them do so once a month. About 14% of consumers write reviews once every 1-3 months.
To collect more real reviews, a company needs to act in three directions:
- Encourage customers to be active
- Motivate employees to collect feedback
- Automate work with feedback
Let’s talk in more detail about the best ways to get feedback:
WhatsApp mailing
WhatsApp is the most popular messenger in Russia. According to the Mediascope service, WhatsApp is actively used by 78% of the population. The average user spends about 30 minutes a day on it.
Sending messages via WhatsApp is one of the best ways to get customer feedback. According to Aisensy statistics, messages in this app are opened by 98% of users, while the figures for email and SMS are only 21%.
Feedback form
A feedback form on a website is a convenient way to get providing marketing services for businesses customer opinions. We often see such forms on websites of online stores. They are used to contact the operator, send questions or feedback. The advantage of such forms is that the client does not need to register or create an account. It is enough to write a couple of sentences.
There are 3 ways to create a feedback form:
- Use a constructor: there are many services on the Internet for creating such forms. They are easy to set up, and you don’t need any special skills for this.
- Create a form yourself: all the necessary instructions can be found online, no programming skills required.
- Integrate with social networks: You can add widgets to your site that show comments directly from social networks. Then customers don’t even have to leave their social network to post a review.
Email newsletter
Email newsletters are an effective method of collecting customer feedback. You can directly email customers a link to a review site or a feedback form that will allow them to easily leave their comments and suggestions.
SMS mailing
SMS to the phone generates more interest than emails. However, sending links to feedback forms does not provide high conversion. It is better to offer customers to send their feedback in response. Make sure that sending is free for the customer.
Push notifications
Push notifications are short messages that remind users to leave a review. This format is well suited for companies that have a mobile app.
While push notifications can sometimes be perceived as intrusive, they can be a great way to remind customers. For example, delivery services or booking apps can use push notifications to request feedback after an order has been completed.
Social media
On social media, companies ask users to share their impressions and mention the brand account in their photos or videos. This helps not only collect opinions about products or services, but also expand the audience by attracting potential customers.
QR code
A QR code is a modern and convenient tool for collecting reviews in an offline environment. A QR code can be placed on product packaging, at the entrance to a building, or on a restaurant menu. It can redirect customers to reviews in Yandex or Google, or it can send the buyer to your website or platform. This allows the company to manage the reviews received.
Personal request to leave a review
In a small business or in the B2B sector, where the connection with the customer is closer, a personal request for feedback can be very effective. When a manager or company leader personally asks the customer to leave a review, it will strengthen the business relationship.
Reward for review
Many companies encourage their customers to leave reviews by offering a gift for it. For example, they can award cashback, points, provide additional discounts and bonuses, or even transfer money to a card.
For example, on the Russian marketplace Wildberries, sellers often put a card in the parcel with the offer: “Leave a positive review and get 200 rubles on your card.”
Competition for the best review
Launch a contest for customers, asking them to leave an opinion about the company. This approach always attracts attention and increases interest. Prizes can be inexpensive, because many people are satisfied with the fact of winning.
For example, a bookstore might offer a free subscription to phone number it exclusive publications, and a massage parlor might offer a free session of any type of massage. You can post information about the promotion on the company’s social networks or on a website where customers leave reviews.
Received feedback: what next?
As we mentioned earlier, customer reviews are an effective and cost-effective way to audit a business. Instead of expensive research, it is enough to collect and analyze customer opinions.
Here are the main steps to take after collecting feedback:
- Analyze reviews: Study each review to understand general trends and individual concerns .
- Categorize feedback: Divide feedback into groups based on topics such as product quality, service level, usability, etc.
- Assess feasibility: Consider which of the proposals are realistic to implement. Not all ideas will be feasible due to budget, time, or other resource constraints.
- Implement changes : Implement the most valuable ideas in order of priority. Monitor their implementation and evaluate whether they have impacted customer satisfaction.
What not to do: typical mistakes when working with reviews
When dealing with feedback, it’s important to avoid some common mistakes that can degrade customer engagement and impact your business’s reputation.
Let’s look at the main ones:
Ignoring
Not responding to a review is one of the biggest mistakes. Customers need confirmation that their opinions are heard. Company responses help build trust and increase customer satisfaction.
Even a short answer like “Thank you for your opinion!” or “We will definitely take your suggestion into account”, “We strive to become better thanks to you” can significantly increase customer loyalty. In case of a controversial situation, ask the client additional questions to better understand his problem.
Uncomfortable shape
Complex forms with many fields, mandatory registration on the site or captcha scare off customers. Your task is to minimize the number of steps for the buyer who wants to leave a review. To simplify this process, develop an accessible form that can be filled in a few clicks.
It is useful to use popular authorization methods through social networks. The client does not need to perform unnecessary actions, such as creating a new account. Therefore, he is more likely to want to leave a review.
