March 24, 2020

Marketing

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.

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...

  • 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/

When you send a review request

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.

It's all about them

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.”

Keep it short

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.