There are many kinds of companies, but they all have something in common: customers. And all customers have something in common: they have opinions. No matter what your field is, there is a clear relation between the number of customer reviews and the percentage of sales. This relation is pretty simple: more product reviews, more sales.
Psst.. let me tell you a secret! If you want to obtain positive reviews on your e-commerce there are a couple of things that you should bear in mind. Many may seem obvious, but are you actually applying them? If you aren’t, then sit back, relax, and keep reading, because we are about to unveil 7 techniques to get more positive reviews from your e-commerce customers.
Survey: 90% of customers state that their purchase decisions are affected by online reviews.
As we have already pointed out in previous posts, online reputation is extremely important to any company, both big and small. In this context, online customers’ reviews play a very important role.
Did you know that 70% of customers go online to look for reviews about products or companies? A survey made by Opinea clearly showed how important product reviews are in purchase decisions.
So, yes. Fake reviews do exist. But, reviews like: “What can I say about this product, that hasn’t already been said?” … just make us speechless. Honestly? This has to come to an end.
Speaking of fake reviews… We already know they are a problem for any online seller. In fact, some of them have been also taken to court, as for the case of Amazon.
Research shows that online consumers use reviews to make purchase decisions and that e-shops that provide reviews tend to sell more.
Every study has overwhelming results. Customers want to read reviews, both good and bad, before buying a product. They affect their purchase decision, clients find useful information and their experience as users is improved.
Online reviews are among the most influential pieces of content when people look for information before buying a product online.
If customers had a positive experience they will share it with friends, families, and acquaintances, whom can lead to more potential customers and so on.
According to the study by Esteban Kolsky, 13% of unsatisfied customers will share their complaint with 15 or more people.
In addition, just 1 customer out of 26 complains directly. Those who don’t, simply stop buying.
A complaint mustn’t represent a problem. It is necessary to listen to customers’ problems, investigate and try to improve in order to avoid getting more complaints in the future.
According to a research published by the company Goodsnithc, 89% of Internet users think that online shops should implement a customers’ reviews system, no matter if they are good or bad. Moreover, interviewees state that they prefer e-shops that communicate with their clients with the aim of improving their products and services.
As we have already explained in previous articles, online opinions directly affect sales: the more you sell, the more opinions you get; the more opinions you get, the more you sell. Even if it looks like a tongue-twister, this sentence can be translated into a simple equation: online reviews deeply affect users’ purchase decision or the moment that Google calls Zero Moment of Truth (ZMOT).
The Net changed the way we decide what to buy. People used to believe that buyers would spend little time in deciding whether to buy a product or not. Which is not true at all. The purchase process has become more complex, due to the various possibilities that the Internet offers. As a consequence, the ways of stimulating users to make a purchase have evolved.
It’s evident that new technologies have changed the way companies interact with their customers. And vice versa. Nowadays everyone is a potential content and information generator about a product or a service. People talk, that’s inevitable.
I like to believe that big companies that ruled the market, sitting peacefully on their comfy thrones in the hall of fame, those who claimed they were always listening to their customers but never actually did, were afraid of them.
I don’t like it, I love it
So far, customers haven’t had the means to make companies listen to their complaints, especially the biggest companies, especially online. Companies kept closing their ears and playing dumb. But social networks started echoing customers’ opinions, and companies were forced to wake up.
Thousands of websites try to reach the top positions of Google in order to increase their e-commerce sales, while a minimal number of websites are in the queue, waiting to have a small share in the online world.
Attractive designs and a unique website features are used to get the customers attention and have them stay on your website a little longer. Although this seems like an easy task, the reality is very different. A lot of websites are disappearing because they are not getting enough customers attention.
Maintain the involvement of your visitors and convert them into customers
Visitors usually spent only a few minutes on a website. There is no positive response in terms of acquiring services and buying products, even after looking at the different services and products on the website. In this case, the best you can do is to keep innovating your website and keep the customer attracted to it as long as possible. The website has to have something catchy if they want the customer to be interested.
The owners of websites also have to accept that a lot of users just visit their website without buying anything. Speaking of which, there a multiple reasons why this happens.
Here are some reasons why visitors decide to leave a website without purchasing anything.
Ads about products and services
Having quality ads about your products and services is one of the most important parts. When an ad is annoying, it can lead to the loss of customers. There is no denying that the “pay per click” or PPC is the most efficient way to increase web traffic. It is the easiest way to attract visitors to your website. It also makes sure that the only people who click on it, are actually interested in your website.
Whenever a user is looking for a specific keyword in google, he/she will see the ad to your website, this will make unique visitors attracted to your website. It is important to use the correct keywords as it can affect you negatively when using the wrong ones.
Note: Before implementing the PPC process, study and focus on your end goal.
Optimal online store
Many online websites have a complicated structure. The reason for this is that when you sell a lot of products or services, you will divide your website in different categories. If the user does not easily find what he wants he will leave the website because he does not want to waste his time on something that is hard to find.
Note: It is important to have a clear description of the product and services. You want your customers to understand what you are selling. Make your page easy to navigate through.
Website owners, when it comes down to creating a good online store, make your website modern and focus a lot on the design part. You will not be able to create a website that attracts all of the users, so don’t worry to much on every ones needs.
Note: Try not to complicate the design, but create a modern and attractive online store.
Real and precise information
Lack of information on your website might be another reason why clients leave your website. Some customers prefer getting help before making any decisions on any type of purchase. It is important for your “contact us” page to be very visible, easy to work with, and updated with all the correct information. Some things that should be on the website is an email address, contact number, office address and other stores.
Note: make sure the contact is always visible and easily accessible in order to avoid doubts of the customer and potential customers.
Online marketing and social media
When having an online store, it is crucial as well to have other professional marketing forums. Facebook, Twitter, Instagram, and many others will make sure that people get to know about your website. Make sure you use you pay attention at the time of the internet marketing like SEO and SEM.
Note: Another website where you can add extra information and discounts is as important as the website itself.
Quality pictures with a product description
Another important part is that you need to have quality pictures with high definition. Don’t forget that a picture has more than a thousand words. Besides that it is important to have a clear description of the product.
These are all important points that will help you create an unique online store to impress the online world, giving you the popularity of an ecommerce site that will make your customers spend more time on your website, which will lead to an increase in sales and encourage more customers to leave comments.