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.
According to a survey made by Dimensional Research, apparently, 90% of people say they have read online reviews and state that positive commentaries have influenced their purchase decision. On the other hand, 80% of them said that negative reviews had more impact on their decision.
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.
Why are online customers’ reviews so important?
According to different studies, 8 out of 10 users read reviews before deciding to buy a product or a service. The tag “reviews” is appearing more and more often in search keywords, as we can notice if we have a look at some tools such as Google Adwords Keyword Planner.
In fact, 83% of customers state that users’ reviews help them making a purchase decision in an online shop.
But there’s another alarming data. While the majority of customers considers reviews as something crucial, only 43% of retailers are aware of their actual potential.
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.
Successful companies focus on their reputation. It is important for them to have positive reviews in e-commerce. We live in a world where the customer can make or break a business. “The client is always right”. Positive reviews help the company grow. But on the other side, bad reviews can also break the momentum which will result in a decline of the results.
Here are some tips to help your company generate and obtain more online positive reviews.
Take all reviews into account
No matter when the reviews were made, they should always be taken into account, and with new reviews, positive or negative, it is a good way to see if the company is doing well or if it should implement changes to the faults. It is also strongly recommended to analyze negative reviews in order to avoid future problems in the future.
To solve the problems means that you are concerned about the needs of the customer and that you are listening to their doubts and queries. This helps to increase the confidence of your online store as well as the veracity of the positive reviews of the customer.
Do not panic when you get a negative review. Stay positive. It is okay to make mistakes, but don’t forget to apologize. Making a list with all the possible reasons why there might be an error and all the consequences of it will help solve the problem in the best way possible. This shows that the customer’s opinion has been taken into account and that the incident will not happen again in the future.
How to ask for more opinions
You can implement a “track your order” or carry out a “customer service after the sale”. This is an easy way that takes up less time to get the customers review. You can give them the option to check a box “I am satisfied with the service” or “I would like to give my opinion”. thanks to this, the customer will have a better option to leave their review and your company will more likely receive positive reviews and better recommendations thanks to your customer service.
The majority of the owners of online shops make the error to not add a page for the customer to leave a review. This reduces the possibility to acquire opinions of the customer. It is important to realize that the customers’ opinion is very important in the long run as good reviews help you to increase your sales.
Having a strong online presence
Having a strong online presence is necessary, you need to be visible and social with the people. By just doing that you will already be able to get a lot of potential clients for your online store. But it is extremely important that you carefully chose the social media you will be present on. Not all companies should advertise everywhere. Being present on all social media, even the ones that do not benefit you could damage the reputation of your company.
Having a good e-commerce marketing strategy will help you to target your audience. Every time a customer buys a product on your online shop, it is critical to send him a follow-up email asking for his opinion. Thanks to this, you will be able to receive tons of opinions about your online store.
Besides that, your online shop should have a clear and easily accessible forum with the opinions of the customer. You should also be able to generate them. Another important aspect is that you should take into account that the version of your online shop must be accessible for all. Today a lot of customers use their mobile phones for their researches. Having an online shop that is accessible on phones is crucial. It is a must that the online shop can adapt.
Use a closed tone
The choice of words you choose plays an important role when customers decide to leave a positive review. Some examples of this may be: replace the word “review” with “comment” and then asking for an opinion or the customers’ experience, use “participate” instead of “request”. This way the customer is more likely to give you positive feedback for your company.
When responding to a positive or negative comment it is important to stay neutral. It helps to write the name of the customer, thank him for using your website, and help him solve the potential problem. It is important to know what product or service he used. For example, “Thank you for your interest in our products Mr Name. We hope that you will use our website again for your future purchases”. It helps for sales in the future.
Use the law of reciprocity
the law of reciprocity states that if you are good to a person, that person will be good for you. Just like that, companies can use this to encourage more and more customers to leave reviews on their products or services.
A good way to start is to send welcome gifts, discounts for upcoming purchases, or simply details that come with the product. When customers receive unexpected gifts like these, they are more likely to leave a review.
If you help your customers you will get more positive reviews for your company in return. Entertain your audience, take care of them, be there for them when they need it, talk to them, promote a social cause,… these are some reasons that will help bring potential customers to your online store. You will have positive reviews from a faithful public.
Are you using other methods to improve the number of positive reviews on your website? Do not hesitate to share them with us!