
Let’s face it, reviews are the online currency of trust, the virtual handshake from satisfied customers. But getting reviews or testimonials for your customers can be tricky, even after delivering stellar service and products.
Today, we’ll equip you with some ways to turn happy customers into online champions, improving your brand reputation and drawing in new business.
Make it Easy for Customers to find Reviews and Leave a Review
Imagine a hidden gem of a restaurant with no signage – not exactly a recipe for success, right? The same goes for reviews. Make reviews easy for customers to find and leave you a review too! Here’s how:
- Dedicate a page on your website specifically to showcasing reviews. Positive testimonials proudly displayed across your homepage works wonders, too.
- Scatter positive reviews across your social media platforms.
- Encourage happy customers to share their experiences by tagging you in their social media posts.
- Include a “Leave a Review” call-to-action (CTA) in your post-purchase or service emails. Make it easy for them to leave a review by providing them with a direct link to the review page on your website, Facebook, or Google Business page.
- Create a ‘thank you’ card with your review URL link details (with QR codes) printed on it – and include it with all product purchases / packages.
Ask for Reviews the Right Way
The key for gaining reviews is to ask strategically, making it a natural part of the customer journey.
Here are some tips:
- Timing is Everything: Don’t ambush your customer right after a purchase. Wait a few days after they’ve had a chance to experience your product or service, then send them a reminder asking for a review or testimonial – explaining why reviews are important for your business.
- Keep it Personal: If you have the capacity, a quick, personalised email or message thanking them for their business and gently nudging them to leave a review goes a long way.
- Offer Incentives Carefully: Discounts or freebies in exchange for reviews can be tempting, but tread carefully. Focus on genuine feedback, not just a freebie grab. Check your local regulations to see what is allowed.
- Always ask for permission: before sharing or posting a review or testimonial publicly make sure you gain permission from the person who wrote the review (if the review was not provided originally via a public platform). Google, social media, and other online and publicly available reviews are fine to share publicly without gaining prior permission.
- Where possible ask customers to provide their photo and / or a video testimonial – imagery with reviews makes them more engaging and are seen as more genuine and trustworthy.
Respond to ALL Reviews
Reviews are a two-way street. Responding to them shows you care about customer feedback. It also shows others reading the reviews that you respect your customers.
Good Reviews
Positive reviews are social proof gold – very important in attracting new customers and boosting your brand reputation. Thank them for their kind words and highlight what you love about their feedback. This will show your responsiveness and professionalism towards your customers.
Not-So-Good Reviews
Not all reviews will be good ones. Negative reviews, while not ideal, can be a chance to showcase your customer service skills.
Always respond to negative reviews – don’t ignore them.
Always acknowledge their concerns, apologise sincerely (where applicable), and outline how you’ll address the issue. If you haven’t done anything wrong or someone leaves a malicious review, ask them politely to email you direct with their concerns (and all details about their complaint) so you can help resolve the matter with them off-line. By responding professionally and offering solutions, you can potentially win back customers and improve your reputation. And it shows others how you respond and interact effectively with customers.
Note: if the Google review is fradulent or malicious, you can ‘flag’ the review and also ask Google support to remove the review if needed. Google will only remove reviews that violate Google policies.
Review Generation
By following these tips, you’ll be well on your way to transforming happy customers into online champions for your business.
Planet Marketing is a team of marketing experts. We can help you develop a review strategy that seamlessly integrates with your overall marketing efforts, encourage genuine customer feedback, and showcase your positive reviews across all platforms.
So, don’t hesitate to reach out! We’d love to chat about your review goals and see how we can help you achieve them.
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