Now, the reviews act like a guide, helping people navigate through the internet to find the right products and services.
Did you know that more than 70% of users check out reviews before deciding to buy something? And here’s an interesting fact: if a product gets one more star in its average rating, it could lead to 10% more people actually buying it.
So, reviews aren’t just random things customers write online. Think of them like trusted recommendations that get passed around in the huge online marketplace! The problem is, we’re not using them enough – they’re either tucked away on a website or not really saying much to convince anyone.
It’s time to figure out how to make the most of reviews for success in online shopping and digital marketing.
What are customer reviews?
Customer reviews are like real stories about someone’s experience with a product, service, or a whole company. They’re more than just opinions – they’re what people say about a product or company to their friends and potential buyers. These stories can come in different forms, but what makes them special is that they’re true and really helpful for any online business.
Reviews can happen in different ways. Sometimes, customers share their thoughts without getting anything in return (we call this User Generated Content), or they might be part of a paid deal, like when a brand teams up with an influencer to talk about their products.
Even though some reviews might be given because of bonuses or rewards, it’s best when happy customers share their thoughts just because they want to.
Reviews can make people who are not sure about buying something decide to go ahead and buy it. They show what a company is really like and whether it meets what customers expect.
And here’s the thing: it’s okay to get a few bad reviews sometimes. What matters is how a company deals with them. According to 56% of people, a company’s responses to reviews can change how they see it. If a company responds quickly, politely, and helps fix the problem, it can turn a bad review into a positive one and show they care about making customers happy.
The key role of customer reviews in Marketing
Good reviews aren’t just nice things people say – they’re like powerful tools that can help convince others to buy something. Let’s talk about why they’re important and how you can use them in your marketing plan.
Each positive review is a chance to make potential customers want to buy. A study found that 93% of people who shop online read reviews to check if a company is trustworthy. Just having good reviews can make people 270% more likely to buy something.
Companies can use this trust by showing off badges or symbols that say a lot of customers are happy. These symbols can encourage people to do what the company wants, like buying a product or using a service.
To make good customer reviews work for an online business, you have to not only collect them but also share them in smart ways – like putting them on your website or other places online.
On your website, you can put customer reviews right on the page where you’re selling a product or create a special section just for what customers say. This helps build trust in your brand.
Outside of your own website, you can use other places like Google My Business, TripAdvisor, or TrustPilot to show off your good reviews. Being on these platforms not only helps new customers find you, but it also gives them different opinions about your brand.
It’s important to actively keep an eye on and respond to reviews on these platforms. It shows that you care about what customers think and want to make sure they’re happy.
Managing Positive Customer Opinions: Cultivating Positive Sentiment
When people say good things about your product or service, it’s really important to show that you noticed and are grateful for their feedback.
For instance, if it happens on a review site like Trustpilot, it’s a good idea to reply with a friendly thank-you message. This tells customers that you’re thankful for the time they took to share their positive experience. Also, think about using these good reviews in your ads or on social media. This not only makes your reputation stronger but also helps new customers trust you.
Management of Negative Customer Opinions
When someone doesn’t like something and talks about it online, it’s important to handle it carefully but also be active in fixing the problem. Responding quickly, saying sorry, and suggesting a solution shows that you really care about making customers happy. Just so you know, you can’t make bad reviews disappear.
For example, if someone says there was a problem with a delivery on a site like TrustPilot, a good response might include a genuine apology, an offer to help fix the issue, and, if possible, explaining what’s being done to make sure it doesn’t happen again. Handling bad reviews well can turn a not-so-great experience into a chance to show that you’re committed to getting better and giving good service.
How to collect customer reviews: a practical guide
Getting reviews from customers is really important to make your online reputation strong. Here are some easy ways to do it on big platforms like Google My Business, Facebook, TripAdvisor, and Trustpilot:
1. Facebook Reviews: Grow your business profile
Completely free, you need to have a working profile on the platform to leave a review. Businesses can make profiles that users can follow and share their thoughts based on their experience. Because it’s like social media, talking to customers and responding to reviews is much easier!
- Use Calls to Action (CTAs): On your website and in emails, add buttons or messages that guide customers to leave a review on your Facebook page. Make it easy for them.
- Engage Customers on Social Media: Get people involved on social media. Ask customers to talk about their experiences and leave direct reviews on your Facebook page.
2. Trustpilot Reviews: Collect reviews easil
Trustpilot is a website where people can share their opinions about businesses, and it’s been getting more popular lately. It helps companies worldwide ask customers to leave reviews in a proactive way. Here’s how they do it:
Automate Review Requests: Make things easy by using tools that automatically ask customers for reviews after they buy something. Trustpilot makes it simple with easy connections to help you do this.
Actively Respond to Reviews: Show that you really care by replying to reviews on Trustpilot. Being involved can make customers see your commitment in a good way.
3. Google My Business: Customer reviews for your online presence
Google My Business is a really popular platform where people check out and rate products, brands, services, or companies. It’s free and simple to use, making it great for improving your business’s online reputation and presence.
The reviews people leave on your Google My Business page can really affect how easily others find your business and how well it shows up on Google Maps. Plus, these reviews can sway customers when they’re deciding which business to choose.
4. Reviews TripAdvisor: the giant of reviews
When folks are traveling and looking for the best hotels, entertainment, or dining, they often check out TripAdvisor. It’s the biggest review platform just for the tourism sector.
Here’s how you can make it part of your plan:
Embed Reviews Widget: Put TripAdvisor review widgets on your website. This makes it simple for visitors to your site to leave reviews on TripAdvisor.
Encourage Reviews after Good Experiences: After someone stays at your hotel or eats at your restaurant, ask them to share how happy they are on TripAdvisor. You can even offer them something, like a discount for the future, to get more people to join in.
By using these tricks on each platform, you’ll be able to gather reviews effectively and build a strong online reputation in the digital world.
To sum it up, including customer reviews in your marketing plan isn’t just a choice – it’s something you really need to do strategically. Since 89% of customers read how companies respond to reviews, it really affects how people see the brand as a whole. Reviews aren’t just nice words; they’re a true look at what customers go through, and if you use them right, they can really help you succeed.
In the online world where trust is super important, customer reviews are like the money we use. Putting effort into collecting, handling, and using them in smart ways is the way to go for successful digital marketing and to create an online reputation that stays strong against time and competition.
The journey of customer reviews is ongoing – it’s a loop of feedback and always trying to get better that guides companies toward being excellent in the digital age.