The Importance Of Gaining Customer Feedback
Reviews mean so much… gaining customer feedback in particular promotes trust and validation. I personally don’t buy or visit anywhere without checking out Google Reviews first.
Let’s take a look at why customer feedback through review options like Google Reviews is so important.
In fact, stats show that a whopping 91% of consumers read online reviews as part of their decision making process.
And… stats also show that 77% of shoppers are willing to leave a review if asked.
When I read statistics like that it really does make me think…
Are you asking your customers for feedback enough? Or, are you presuming if they’re happy they’ll leave a review? Unfortunately not. They often need encouragement.
S0, what should you do to gain reviews and what else should you be thinking about?
It will depend on your scale and type of business but think about the following:
💟 Always make it super easy. Link directly to where the review can be added and use a reputable review system. If using Google Reviews there’s a handy little tip to know…
There’s a nice tidy url for you to share and gain feedback from your customers. It’s a direct link to the review pop-up.
By linking directly you’re much more likely to encourage a customer to leave their feedback.
Just follow my Google Review link ‘how to guide’.
💟 Think timings. If it’s a product purchased online for example you’ll want to wait until the product has been delivered and used.
💟 Train your aftersales team to ask for feedback after every successful completion. If by phone, include an email with a link straight after so they’re prompted to take action online.
💟 It’s important for your reputation to make sure you don’t just have reviews on your website added as part of the design. They need to show as coming direct from the customer for credibility. Use a website review feed option.
💟 Add feedback requests as part of your automated email marketing activities after purchase. As well as include a call to action on relevant email campaigns.
💟 Ask in social posts and even add a link in email signatures if relevant.
💟 If you sell a product or service make sure the individual sales page is also easy to use for those who don’t need a prompt to leave feedback.
💟 Personally I wouldn’t offer incentives for reviews as they can dilute the credibility of your review system.
💟 If there is an unhappy rating learn from it and fix the problem for next time. It will be the way the issue is handled that will ultimately matter. So be transparent, polite and amenable.
No one should be afraid to ask for customers to share their experiences of a service or product. You just need to find the best way to ask that suits your business.
If you need any guidance on any of the topics I mention in my marketing blogs, please don’t hesitate to get in touch. Visit my contact page and complete the online form, ping me an email to firstname.lastname@example.org or send me a DM on any of my social media platforms.