When it comes to eCommerce, the stores that are leading the pack are those that use email marketing to effectively communicate with their audience.
This is because email marketing is still the most effective marketing channel and produces an ROI of 4400%.
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.
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.