This Is How You Turn Customers Into The Best Marketing Tool

The advantages of gathering customer reviews and feedback far outweigh any potential issues. In fact, it’s the number one priority for major marketplaces such as Lazada and Shopee, as they rely heavily on product reviews and seller feedback to show buyers which sellers are delivering on price, quality and customer service.

According to a study by Dimensional Research for Zendesk, 90% of respondents said that their buying decisions were influenced by positive online reviews. Meanwhile, 86% claimed that negative online reviews influence their buying decisions.

There are four main consumer motives for looking at online reviews:

To see what type of product or service they are buying
To reduce the risk of making a bad purchase
To see the benefits and limitations of the product or service
For social proof from people who have used the product or service

Source: Zendesk

Another added benefit of online reviews is search engine optimisation (SEO). A Moz study said that online reviews make up 13% of how you’re ranked on Google.

Here are four ways you can encourage customers to leave feedback and reviews for your business:

Send Emails

One of the best way is to send a friendly email asking for a review after a customer has made a purchase and hopefully tried and tested the product. In-depth reviews on your site can help with SEO and boost a product’s page in search result rankings

Honest feedback from customers can address any areas of your business that need improvement. Customers who make multiple purchases are more likely to leave a review compared to ones who make a one-off purchase.

Online Surveys and Feedback Forms

Online surveys are simple to set up, scalable and easy to analyse. You can use a services such as SurveyMonkey to create simple surveys.

Create a list of questions and send out a link to your customer list. You could also embed the link on your social media posts or add it to your site for visitors to complete after they’ve made a purchase.

Design your questions so you can understand more on how people feel about your prices, delivery methods, products or customer service. Use simple language and be specific with your questions, but remember to make it easy, no customers want to spend a long time filling out a survey.

You can also include open-ended questions to get an idea what your customer is really thinking.

Live Chat

Nowadays, people prefer things to be instant, and that includes instant replies. Adding Live Chat to your e-commerce website will help you receive instant feedback from customers. You will also be able to answer any questions instantly. This adds value for customers and improves your response times and the customer experience.

Live chat is a good resource to learn about any issues faced by the customer. When you are unavailable or offline, you can display a message and a short contact form, so they can get in touch.

Capitalise on Social Media

Social media is still alive and well. It has become a regular thing for customers to open an app and ask questions to a company in less than a minute. If you’re a business with a presence on social media platforms such as Facebook, then you should regularly update and respond to your customers or potential customers.

Engaging with customers directly will allow you to build customer relationships and brand loyalty. You can also search these platforms to find out what people are saying about your company or industry trends.

A business that collects reviews and high-quality feedback from its customers and uses it to improve their processes is a business going in the right direction. Online reviews can also boost sales as customers trust what their peers think

Customers are the best marketing tool, so treat them right and offer them the best customer experience.

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This article is based on 5 Great Ways To Get Customer Reviews And Feedback by Chris Dunne