Four ways to implement customers’ reviews in your marketing strategy and social media.
We have all read the customer reviews on online web shops. Online shoppers tend to rely on buyers who have firsthand experience with products from an online store that they are interested in. A large percentage, between 60%-90% of online users admits that they always read the customers reviews before buying something online.
With that, for expensive products, almost 75% agrees that reading the customers reviews is part of the natural process of buying online.
With this scenario, it is a must that companies succeed in implementing the reviews of their customers in their social media strategy. This is where customers, users, and future clients spend a lot of their free time reading and believing opinions of those who have already bought products.
Integrating customers’ opinions in social networks goes beyond just publishing the opinions on networks and just leave them there. The goal is to show your customers are very proud and happy to buy from your online store. When they understand what your business is about, they will pay more attention to your business.
We will point out that having an independent customer opinion service is needed on your website. You need to strategically use this type of consumer-generated content in your overall marketing efforts, as well as your social media strategy. It is very rewarding when you share your customers experience on all social media and see your credibility grown exponentially.
We will talk about four different ways on how to get the most out of your customers reviews by merging them with the correct social media strategy.
- Stay updated on what your customers think, no matter where they are.
Online shoppers value the products in the online stores because it is very easy to do and sometimes comes with a discount, let’s be honest. Think about Amazon. They also use third party sites to let their customer talk about their shopping experience. We can find the customers´ experiences on multiple websites which makes it hard to keep track of them, but it can be done with organization.
When you enter some general opinion sites like Yelp, or of course Facebook you might be surprised on how much negative comments you have without knowing it. Some of these comments might convince people that your product or service is not good.
Investigate where the opinions about your products come. Make a list and review these websites regularly. Develop a system to respond to criticism and to spread positive opinions in your social networks. It is crucial to answer to all the negative comments, but also the positive ones. This is an easy way to show them that you do not just show up when you are trying to fix your reputation, but show them that you care about all opinions.
- Answer fast on negative comments
One negative comment may have more impact than a dozen positive ones. This is why you need to respond on these questions and solve the problems as soon as possible.
Responding immediately makes the buyer feel important. The sooner you clarify the questions, find the mistake, and fix the issue, the more satisfied your customer will be.
Responding fast gives the users of your website a good impression. They are happy to see that you are trying to solve existing problems.
- Publish the negative and positive comments on your social networks.
Users love reading other people´s comments online. Publishing them on your Facebook page, tweeting them, or adding them to other social accounts increases the trust of the customer because it shows that you are open about everything. You will see more interaction between your customers in the post about “before and after” or customers review in your social media accounts. We know it is tempting, but listen, you do not only want to respond to the positive comments because you will lose all your credibility. Don’t forget to also respond to reviews with only two or three stars. Explain the customer who left a comment how you solved your problem, and do not forget to thank them about their honest comment. Don’t forget to be “you”. The more you are yourself, the more positive reviews you will get. Users are positivily impresses by honesty. It builds credibility, loyalty, and sales.
4. Follow-up your answers on your social media accounts
There are many ways to monitor the impact of the reviews you post on your social accounts. You need to do it the same way that you track other statistics generated by the user. To obtain an accurate image, add to each review the URL of the product in question, a keyword and category. The more details you add, the better you know what is working and what is not.
Is all this effort worth it? YES!
In a recent study by Millward Brown, 87% of the consumers say that Pinterest is a very popular site to review customers` advice and opinions. And that is just a social media platform.
It is clear, the customers decide what to buy and where depending on your openness on social media. Think about this wisely. Integrate opinions and scores into your social networks to increase your commitment when it comes down to responding on reviews.
At WeeComments we totally support these findings. Take a look at all the possibilities of integrating customer reviews on social media with us.