The Needs & Deeds of Product Reviews and Testimonials
What do you do before buying a phone or a laptop? Do you search for customer reviews for certain products? Do you also Google reviews for particular websites who have good customer services? The odds are that you do. And if you do, what makes your customers any different?
Product Reviews and Testimonials Do Matter…
Product reviews and testimonials go a long way when we speak about customer buying behavior. A recent study revealed that around 9 out of every 10 people refer to reviews before making a purchase decision. This makes such reviews and testimonials extremely important.
Reviews are directly associated with increased sales. For example, if there are two products where both have the exact same specifications and price range, a customer is most likely to make the final call based on positive or negative reviews. These reviews essentially eliminate doubts and address the questions that customers are wondering about. When your review directly trouble shoots such questions, customers are more inclined to make the purchase.
Use Reviews and Testimonials to Your Advantage
I think we can establish that you need to generate reviews and testimonials in order to optimize your sales and expand your customer base. But using the reviews and structuring them well is as important as obtaining the reviews. Without proper implementation of these reviews, they are of no use to you. Let us discuss a few tips that will help you use these resources and convert them into sales.
• Do not go out buying testimonials. Fake testimonials are not only irrelevant but also seem extremely promotional.
• Do not just paste testimonials. Try to obtain a picture of the customer and if possible link their name and picture to their website. The more authentic you make these testimonials, the more trust you can build among people.
• You might have a dedicated page to testimonials but always put a few positive testimonials on the front page. Customers shouldn’t have to navigate to find testimonials. They should be easily available and accessible.
• When we speak of product reviews, keep them automated. Making your customers answer a particular set of questions makes it easier for you to establish a standard and make them comparable.
• Use these questions wisely to address customer doubts and inhibitions. Your reviews should straight away address customer doubts.
How to Generate Positive Customer Testimonials and Reviews?
Most people assume if customers are happy with the service, they will offer a review. If you follow this strategy blindly, you couldn’t be more wrong. While exceptional products and services are the basics to customer satisfaction, one has to do much more to get a review! Let’s see how:
• First of all, make the buying experience pleasurable. A happy customer is the foundation to any kind of success.
• Secondly, if you want reviews and testimonials from customers, you will need to ask. Train your staff into asking customers for reviews and responses.
• If a customer promises to write a testimonial and doesn’t, wait for a week or two and send back a subtle reminder.
• Automate processes. Many companies send clients send an automated mail immediately after the customer makes the purchase. It is wise to ask the customer immediately after the purchase as his/her shopping experience is still fresh and therefore they are more likely to respond.
And if you can, you can send incentives to customers who share positive feedback about your company or brand. There are many eCommerce stores who offer discounts and other offers for sharing genuine feedback. And, in case you get a negative feedback, don’t worry. You should know how to play smart with negative product reviews and turn them into a positive one.
In a nutshell, offer the best products and customer service possible to you to make customers happy. Going further, harbor long lasting relationships with your customers. Customer loyalty automatically brings in reviews and leads to increased sales over time.