Are you looking to boost sales in the saturated world of eCommerce? It’s essential to stand out against competitors to win customers. How your products are presented could make or break a sale.
Customers depend heavily on the experience of others when making purchase decisions. An item’s average rating can influence a snap judgment by a site browser. Reviews from previous customers are often as meaningful as the product description itself. They are lots of awesome tools such as cloud-based omnichannel contact center solutions that help market your business and provide customers easier methods to communicate with your company.
You can use product reviews to your advantage. It’s vital to use and react to them appropriately. Here are a few ways to make your customer feedback work positively for your business.
1. Receive Great Reviews
The obvious first step is to receive awesome reviews, to begin with. Providing customers with a quality product and great customer service is essential. So is asking them for their feedback, especially when you know they are happy with their experience.
Follow up with customers after their purchase to make sure they were completely satisfied with their experience. If not, be quick and effective in solving whatever issue occurred. Often, the way a company handles a problem leaves a huge impact on the customer.
Customers love being asked for their opinions, so simply requesting a review can be flattering. Tell them how much you appreciate their business and would love to hear their thoughts. Make it clear that their opinion truly matters to your company.
Give customers a bit of time to settle in with their product after purchase. Ask for a review in a time frame that has them still excited about their new item but has given them a chance to use it. The amount of time varies by your product type and customer base, so some trial and error can help you find the perfect window.
Make it simple for customers to provide you feedback. Create a short and sweet method for giving feedback straight from your email communication. A few quick rating questions and an optional write-in review is plenty of information to get a good picture of how happy they are with your product.
2. Show Off Your Praise
Once you have gathered some great feedback, it’s important to share them with your audience. First-hand accounts are eye-catching and personal. Use ratings and reviews in promotional material to encourage visitors to check out your site for themselves.
Emails are a perfect place to share customer reviews. They are often short and to-the-point, but they make a big impact. The stories of happy customers might encourage prospective buyers on your email list to take the leap and make a purchase.
Your website is the ideal place to show off positive feedback. It will grab a visitor’s attention and encourage them to check out the products that your customers are raving about. Make sure to include product-specific reviews on your listing pages. It is some of the most important information that prospective buyers will want to read about an item.
Sharing reviews on social media gives you a big bang for your buck. You can post on your company’s page and reach a broad audience, especially when customers share or comment on your post. Be sure to engage with any visitors that comment or message. Encourage them to share their own positive experiences with your company on the page.
Traditional marketing techniques aren’t always utilized by e-commerce sites. Your company could benefit from reaching this untapped audience. Include reviews in tv and radio ads and on print media materials. It gives the consumer an instant feeling that your company is reputable and easy to deal with.
3. Manage Bad Feedback
Negative feedback is an inevitable part of collecting the opinions of your customers. How you manage it can make a world of difference. It’s essential to show that you are accepting of the feedback and willing to improve.
Remember that a few negative reviews in a sea of positive one aren’t a game-changer. It may actually help your legitimacy as a business. A site with all perfect reviews doesn’t seem plausible to a consumer. They might immediately be suspicious and assume that your feedback isn’t honest.
Take the criticism that customers provide and use it to improve your product and service. See it as a learning experience in what you can do better as a business. Show your customers that you value their truthful opinions, good or bad.
Respond to the negative reviews quickly and effectively. Let the customer know how you intend to correct the situation, so they or another buyer don’t have the same experience in the future. Be sure to thank them for their honesty and opportunity for you to improve. Lastly, make sure to ask them for the chance to win their business back and guarantee only excellent experiences with your site in the future.
4. Use Reviews to Improve Your Site
Customer feedback is helpful in gathering data. It can aid you in discovering what you are lacking in terms of product offerings. Product-specific feedback can be a good indicator of what items have issues.
Often, a customer will leave a review indicating that their purchase didn’t meet their needs. It may not be a flaw in the product at all. They may have chosen the wrong item for their intended purpose. Using this feedback can give you a better idea of your customers’ needs and better plan your product offerings to accommodate them.
Several bad ratings or reviews on the same item may indicate an issue with the product. Has your supplier changed? Make sure the quality remains consistent through time. Look at the details in reviews to find flaws or missing features in products and adjust accordingly.
5. Use Technology to Communicate
Utilize programs that make customer communication efficient. You can expose your site to a larger market. Tools like Google My Business will help you market your business and provide customers easier methods to communicate with your company. Plus, you can use these tools to manage interactions with customers.
Social media and search engines are a great place to advertise. They are also an efficient way to gather data and customer feedback. Make sure your customer service team is attentive to these platforms for maximum engagement.
Simplify communicating through several streams by using technology to integrate them. Cloud-based APIs will allow you to collect and respond to customer feedback more efficiently. This will shorten response time, whether it be on Google or a social media platform.
Be grateful, regardless of receiving positive or negative feedback. Feedback from satisfied buyers is a great tool to gain and retain customers. No matter how much the sting, negative reviews are a useful means for bettering your site.
Asking for their opinions shows customers that you appreciate their business and want to make your website better for them. Having meaningful and engaging reactions to all types of feedback shows that you genuinely care about the customer experience. These practices will generate strong relationships with buyers, a strong indicator that your business will continue to grow and improve.
Ashley is a freelance writer with a passion for wellness and adventure. Her background in marketing and her experiences raising a family have given her insight into a wide variety of subjects. Volunteering in her spare time is fueled by her love for helping others.