Customer reviews have the incredible potential of influencing. A study showed that by Harvard Business Review 88% of consumers pay attention to online reviews as much as to personal recommendations, and 72% of respondents admitted that positive feedback makes them trust the company more.
How People Observe Product Reviews:
Feedback is a way to demonstrate social approval. In this case, both the quantity and quality of the responses are of importance. Let’s use an example when you buy a product from Amazon; you want to look at reviews on it to understand people’s experience. This type of information helps customers to eliminate all sorts of doubts.
There are two different ways to present a product review:
• Directly on the source website
• On third-party websites
Both of these ways are equally important for presenting the feedback. The result of Harvard Business Review also revealed that 82% of users who visited a third-party review site like Trustpilot and Yelp go to the seller’s site already, ready to make a purchase.
The quality of reviews, of course, also matters. Specialists at Harvard Business School found that increasing the rating on the response site increased the company’s revenue by 5-9%.
Feedback Matters Regardless of Where They are Posted:
Presently, several websites on the Internet specialize in reviews. Concerning this, you might think that it isn’t essential to publish customers reviews on your website. Although, there is a substantial number of analysis proving the value of posting reviews on your site:
• According to forester research experts – Conversions rates are increased by 4.6% if there are 50 or more reviews for every product
• Research by Harvard Business Review study in 2019 showed that 63% of buyers prefer buying products only from the sites with reviews
These researches prove that all types of reviews matter regardless of where they are posted.
Key Features of an Effective Review Page:
A useful review makes your offer more precise, your brand unique, and also helps build trust in the company.
Below are the criteria that characterize a helpful review page:
• Balance of positive and negative comments
• Current descriptions of the use of goods
• Comparison of products with competitor brands
The Number of Reviews is also Important:
Experts have discovered that the amount of reviews also directly affects the conversion rate.
So, how can you make the best use of such reviews? Of course, you need to work on the quality and quantity of responses.
How to Post Reviews:
Typically, the reviews on the product page are organized in chronological order. The advantage of this type of placement is primarily related to SEO.
How to Get More Quality Customer feedback
1. Simplify the task for users:
Have a simple and straightforward mechanism in place for a customer to leave feedback; the higher is the likelihood of getting feedback
2. Display reviews directly on the site or landing page:
By showing reviews straight on the site will help to achieve the following goals:
• Other users will see that buyers rated your product.
• Original content for search engine promotion.
• Buyers can share reviews, ask questions, and mark them as helpful or not.
Also, the most useful and most informative reviews for the potential customer can be published on the landing pages. Your subscribers will appreciate it.
3. Send an email after purchase:
Newsletter after the purchase has a response rate of 8%. That is why it can be another source of feedback. It is best to send an email a week after purchase. Many experts claim that Saturday is the best day for mailing.
4. Use additional incentives:
Coupons, discounts, and other bonuses are a great way to motivate customers to leave feedback. It is also an additional tool that spurs repeat purchases.
5. Use feedback management tools:
Many tools allow you to manage reviews in an eCommerce site. Bazaar voice is one of them; it is a live-in client encounter optimization platform, provides multiple options to rate a product or services
Benefit from Negative Reviews:
If a person left a negative review on the site, this does not mean that your company has collapsed. However, this is an excellent opportunity to improve the quality of goods and services. Listen to your customers because, according to statistics, only 1 out of 26 dissatisfied customers leave negative feedback. The remaining 25 prefer to stay silent.
1 complaint = 26 dissatisfied customers:
Secondly, a negative review is an excellent opportunity to turn an emotional and dissatisfied customer into an enthusiastic and happy one. By doing this, you can show everyone who is reading the feedback page that you care about your customers.
Final Words
Customer reviews are essential to any business. Buyers trust the testimonials of other customers more than the statements of business employees, so one needs to understand and make the most of the feedback.
If you’d like to know more why not speak to us directly, call us on +442034416513 or visit our website on www.cxportal.com and we’ll help you in any way we can.
Sonja Pischedda
CXPORTAL is your award-winning AI, ML, SAP Commerce Cloud and eCommerce digital transformation solutions provider, CXPORTAL is specialised in Innovating business strategy, design and development of digital products, digital platforms engineering and data science solutions. CXPORTAL Leverage Artificial Intelligence, Machine Learning Algorithms, Deep Learning Models, and big data Analytics to unlock and scale your business data, and optimising the operating model for exponential business impact.
