March 24, 2020
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.
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.
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…
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.