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With so many consumers deciding how and where to spend money based on what they see while scrolling, the importance of reviews in eCommerce has grown and become a crucial part of business's reputation and success. Positive reviews can boost credibility, attract new customers, build a loyal customer base, and increase sales.
People are quick to complain about a negative experience, but what about when they have positive feedback? How can we make sure those glowing reviews are left as well? While there are many ways to get positive online reviews and start a ripple of good reviews, here are eight of our favorites.
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1. The simple ask
Just like you only miss the shots you don’t take, you don’t get reviews if you’re unwilling to ask for them. Don't be afraid to ask your satisfied customers for reviews! Request customer feedback through email, social media, and a dedicated review platform is a crucial component of a successful eCommerce business. Be authentic and let them know how much it means to your business.
2. Interact in social media
Actively engage with your audience on social media platforms. Respond promptly to comments, messages, and any relevant customer feedback. Your presence demonstrates your commitment to customer satisfaction, which can encourage customers to leave positive online reviews.
3. Display reviews on site
Make sure you are showcasing your reviews as part of your website. Go above and beyond just sharing customer reviews by including accurate information, attractive visuals, and compelling descriptions. Showcasing your reviews as part of your online store increases the chance of customers leaving more reviews. Sendlane makes it easier than ever to track your reviews all in one place, and will even integrate to display Google reviews in the near future.
4. Send personalized follow-ups
After your customer has made their purchase, follow up with a personalized “thank you” email. This will deepen the relationship between you and your customer and is a wonderful opportunity to ask them for a review. You can automate these emails within your post-purchase automation flow using Sendlane to get the timing just right. You can even personalize your review requests! Simply add the review request block, and we will automatically customize your request with dynamic product details for each send.
5. Respond to negative reviews
You may be the juiciest peach on the tree, but some people just don’t like peaches. Negative reviews are inevitable, but how you handle them can make a significant difference. Address negative online feedback promptly and professionally. Apologize for any shortcomings, offer solutions or compensations, and demonstrate your willingness to rectify the situation. Responding to negative reviews with empathy and care shows potential customers that you value customer satisfaction.
6. Make it easy
No one likes to do things when overly complicated – just look at tax season. Simplify the process and provide clear instructions on your website or social media pages on how customers can leave feedback. Add prominent review buttons or widgets that directly link to your preferred review platforms. The easier it is for customers to leave reviews, the more likely they are to do so and the simpler online review monitoring is for you.
7. Offer exceptional customer service
If you hope to stand out from the competition, providing exceptional customer service should be at the core of your business strategy. Go above and beyond meeting your customers' needs. Exceeding their expectations is the best way to ensure a positive experience worth talking about. When customers feel valued and well-cared for, they are more inclined to share their positive experiences through online reviews.
8. Incentivize leaving a review
Now this one’s a tried and true tactic; who doesn’t like a coupon, amiright? Consider offering incentives for customers who leave reviews. It could be a small discount on their next purchase, a freebie, or free shipping. However, it's essential to adhere to an eCommerce product review platform guidelines and ethical practices. Make it clear that the incentive is for leaving an honest review, regardless of its positivity or negativity.
How to incentivize your customers to leave positive reviews
Anyone running an eCommerce business right now knows the value of public positive feedback. And while providing exceptional products and services should be the main thing garnering you praise, it's also beneficial to incentivize your customers to leave positive reviews.
Incentivizing happy customers to leave a positive review can lead to repeat business as well as draw in new customers. Here are some simple perks that can encourage your customers to leave a review.
Offer discounts
Provide discounts or exclusive promotions to customers who leave a positive review. For example, you can provide a discount code or a coupon for their next purchase as a token of appreciation. This approach encourages customers to leave reviews and incentivizes them to return to your business.
Create a loyalty program
A loyalty program can motivate customers to engage with your brand and leave positive reviews. Reward customers for their loyalty by offering points for each review; their accumulated points can be redeemed for discounts, freebies, and special perks.
Offer rewards
Give specific rewards to customers who leave positive reviews. This could include entering them into a giveaway or a contest with a chance to win a valuable prize. By offering enticing rewards, you create an additional incentive for customers to take the time to share their positive experiences.
Strategies to get positive online product reviews
We get it, not all brands are in a position to offer incentives for leaving reviews. Nor should that be the core of your review strategy. In fact, 71% of shoppers are willing to leave a review, all you need to do? Just ask!
Via email
Email marketing is a powerful tool for requesting product reviews from your customers. Here are some of the ways you can use your mailing list to gather more positive customer reviews and feedback.
Follow-up after purchase: Send a personalized email to customers shortly after their purchase. Express your gratitude for their loyalty and give a simple ask for their feedback. Make it easy for them to leave a review by including direct links to relevant online review platforms or your website's review section.
Incentivize with exclusive offers: Offer customers an incentive, such as a discount or a freebie, for leaving a review. Communicate that the incentive is for an honest review and not solely for positive feedback. This approach encourages customers to share their genuine experiences while also benefiting from the offer.
Automated customer review requests: Easily add a review request within your post-purchase flow to collect reviews at the right time every time; we recommend 7-12 days post-delivery. This ensures that every customer has an opportunity to form their opinion and provide valuable feedback.
Via SMS
Utilizing SMS (text messaging) can be an effective way to connect with customers and prompt them to leave reviews for your products.
Concise messages: Craft brief and engaging SMS messages that express appreciation for the customer's purchase decision and kindly ask for their honest feedback. Include a shortened URL that directs them to the product review page or a review platform where they can easily leave their review.
Timing is key: Leverage SMS within your post-purchase funnels to hit customers where they are active most. If they didn’t convert on your email request, you could set up a conditional split to fire off an SMS instead. The same timing applies for SMS, 7-12 days post-delivery is a good average to wait before asking.
Personalize the message: Use custom fields to personalize your SMS messages, address customers by name, include product details, etc. This adds a personal touch and increases the likelihood of them responding to your request.
Social media
We are all guilty of scrolling through our preferred social media apps for hours daily. Leveraging social media platforms can help you reach a broader audience and encourage product reviews.
Engage with customers: Actively engage with your followers on social media by responding to their comments, direct messages, and mentions. Customers who see your dedication to providing exceptional customer service are likelier to share their positive experiences through reviews.
Create review-focused posts: Craft campaigns that specifically ask customers to share their experiences with your products. Use eye-catching visuals, compelling captions, and appropriate hashtags to encourage engagement. Consider running contests or giveaways that require participants to leave a review as an entry requirement.
Share positive customer reviews everywhere: When customers leave positive reviews on social media platforms, amplify their feedback by sharing and highlighting their posts. This shows appreciation for their reviews and encourages other customers to share positive reviews about their experiences.
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Increase your positive online reviews with Sendlane
How can I use Sendlane to ask for and get product reviews?
At Sendlane, we combine optimization with the humanity so many crave. View your emails, SMS, and reviews all in one convenient interface. Connect with your customers and personalize their experience without having to send out thousands of individual emails.
Talk to a member of our team today to learn how we can help your business give a personalized touch.
