Customer Reviews
A post-purchase review email or text can help to reinforce customer satisfaction with your brand and build trust and loyalty. This will lead to higher levels of customer retention.
Why it's important...
Trust
- Positive customer reviews can increase lead conversions by 270%
- 65% of consumers check Google reviews before visiting a website
The big word here is Trust
Sources:
https://discover.getsidecar.com/how-customer-reviews-spur-270-increase-conversions/
https://www.reviewtrackers.com/reports/online-reviews-survey/
https://www.brandwatch.com/blog/ways-to-improve-post-purchase-customer-experience/
Too soon and they haven’t experienced the product/service properly. Too late and they’ve likely forgotten about the initial excitement. Think about what you’re selling and how people interact with your service or product.
- Immediate review requests are perfect for a one off service e.g restaurant or salon visit.
- Same day at peak social media traffic times are good, such as 6-7pm when people are starting to relax after work.
- 7 Days: Lifestyle products/services e.g heat pump service - they want to see results first.
- 14 days + : A subscription service, supplements, beauty care, gym membership - again they need time to see if the product is working.
Shift the message away from sales and focus on being helpful. Make sure you personalise the communication by using their name and even mentioning the specific product or service they used.
“Hey, customer.. leave a review so I can sell more stuff”
A different way to ask would be: “Hi Rach, thanks for coming in to see us. We care about your opinion, help us help you.”
You’re already asking them for a review, so don’t make them read a novel. Keep it short, simple and to the point.
If you ask too many questions, your customers will get impatient and move on.
If you’re asking questions rather than leaving it to a customer to review, we recommend asking 2-3 questions.
For example Biscuiteers
What they did right…
- Biscuiteers made their review request email instantly recognisable to customers, and continued to make their brand top of mind.
- They personalised the message and made it about John’s experience, rather than asking for a review to help sell more in the future.
- The email was simple and short. When John clicked on the review page itself, there was just one simple open ended question.
Building brand loyalty and trust can be achieved easily through good customer service and reviews of your service or product. It's easy to build up through your Google My Business and display across your marketing material. If you need any help, get in touch.
Studio Thoughts
This is one of the many amazing benefits of having one of these listings. You’re getting FREE ad on the first page of Google.
The example below shows a search for a cat sitter in Christchurch. The top results are Google Ads, and then in a box with the Google Map are the Google My Business listings showing reviews and key contact information in actionable formats (meaning you can click through to the website, or on a mobile click to call the business instantly).
But just like any other marketing channel, it might not be the perfect fit for your brand.
If you're wanting to target a younger demographic 25-35, Instagram has a better engagement rate for that age group than Facebook, which generally results in higher quality leads to a website. If you're a product based company, you can also create shoppable images which a person can purchase directly from on Instagram :- making it even easier for the end user.