06 Aug
Receiving and marketing client evaluations on the Internet may significantly influence your retail business. Positive customer evaluations can persuade customers to take the plunge and buy something. Positive evaluations, on the other hand, do not come easily. Hence, It would be best if you made a concerted effort to encourage consumers to post reviews and understand how to use them to give you a trustworthy appearance.
What are customer reviews?
Customer reviews refer to the feedback and ratings provided by customers about a product or service after making the purchase and using it. These reviews, found on e-commerce sites, brand websites, social media, and review platforms give a realistic perspective on the experience of customers with that product or service.
How do reviews impact a business?
Purchases are influenced by social proof.
We’re more inclined to purchase if others, even strangers, think it’s a great idea. Online reviews are the most accessible form of social proof nowadays, and they have a significant influence on purchases. In an interview for a case study, Andrew Gill, the company’s owner, recently told BigCommerce, “We promote reviews by emailing consumers after purchase and giving a discount code in exchange for a completed review.” This has been a huge change from the beginning of our path to selling directly from our store, and it has reduced our reliance on shopping networks.
They make you more visible.
Establishing a well-known is an integral part of being a successful brand.
Most people use search engines like Google and Bing, or even Facebook, to find out what they want to buy. Customer reviews may aid in fueling the content engine, ensuring that algorithms love your business. These websites each have their own method of indexing and presenting information, but they all value fresh and original material.
When your website is ranked higher, it is seen as an authority in your subject by algorithms and humans, resulting in improved visibility.
Also Read: Easy SEO Growth Hacks to Scale Your Retail Business
They give you a trustworthy appearance.
A steady stream of positive reviews may help your company establish significant trust and reputation. One of the most surprising findings of recent research is the impact of reviews on developing your company’s online identity. Many clients are cautious of companies that have fewer than (or even more than) four stars on their reviews. This allows a tiny margin of error at the top, but organizations with higher average ratings are far more likely to receive traffic and sales conversions. It’s just as important for customers to talk about the brand as they say your name. Having a strong internet presence might help you create more retail sales in the long run.
How to get customer reviews?
Online customer reviews- A business’s credibility and success are determined by its online customer reviews. They help convince potential new customers to buy from you and give your existing customers peace of mind. Here are some effective ways to generate more customer reviews for your business:
Ask at every opportunity- Don’t be shy about politely requesting customer reviews. Ask them whenever they interact with your business – after purchase, when they call customer service, or after completing an order or project. Tell customers how reviews help you improve and how much you appreciate their feedback.
Make it easy for customers to leave a review- Provide easy links to review platforms – like Google, Facebook, Trustpilot – in emails, on receipts, and on your website. The easier you make it, the more likely customers are to actually leave a review.
Incentivize reviews– Offering a discount, coupon, or freebie is a great way to motivate customers to leave a review. This could be a percent off their next purchase, a gift card, or a free add-on if they post a review within a certain time frame.
Follow up strategically- A follow-up email a few days after their purchase is a good time to ask for a review. Thank them for their business and politely ask if they’d be willing to leave a review to help your business improve. Consider calling loyal, long-time customers and asking in a personal way.
Use review management tools- There are tools that allow you to automatically follow up with customers and request reviews. Some will even nudge customers via email and text at strategic time intervals to increase the likelihood of a review.
Respond to every review, good or bad- Respond to each review, thank the customer for taking the time to provide their feedback, and explain how you’ll use it to improve going forward. This shows others that you value customer input and feedback.
Mention reviews in marketing for retailers– Feature customer reviews and testimonials prominently on your website, in ads, and on social media. The more people see positive reviews, the more trust and credibility your business gains.
Analyze review data and take action- Look at the reviews you receive for recurring themes and issues customers mention. Then make improvements where needed and communicate those changes to customers.
Offer review incentives for repeat customers- Consider giving a discount code or free product sample to customers who leave multiple reviews over time. This encourages loyal customers to continue providing you with valuable feedback.
Data-driven strategies to leverage online reviews
Online retail business reviews are a gold mine of customer insights and feedback for businesses. By analyzing reviews and identifying trends, businesses can make improvements, spot issues early, and tailor their marketing strategies. Here are some data-driven strategies to leverage the power of online reviews:
Sentiment analysis – Analyzing the tone and emotion behind the text of reviews can provide a good overview of how customers feel overall. Tools like Amazon’s Comprehend or Google’s Cloud Natural Language API can detect if reviews are positive, negative, or neutral. Tracking sentiment over time can show how customer satisfaction is trending.
Identify themes – Looking for common topics, keywords, and themes that emerge across many reviews can point to specific issues or areas for improvement. Text mining and natural language processing techniques can automatically group reviews into themes to highlight the most discussed aspects. Companies can then address the problems or capitalize on opportunities within popular themes.
Spot inaccuracies – By comparing details within reviews to internal records, businesses can detect inaccuracies that may be damaging reputations. For example, checking dates, order numbers, or product specifics to verify if a negative review is actually about your company’s goods or services. Businesses can then either explain any discrepancies or correct internal issues that led to the customer’s poor experience.
Flag extreme reviews – Both overly positive and overly negative reviews may be fake or written by someone with an ulterior motive. Statistical outlier detection algorithms can identify reviews that deviate significantly from the norm, either by rating, length of text, or other attributes. Companies can then choose to either respond diplomatically or hide such extreme reviews from view.
Rate responses – Tracking how companies are responding to reviews and what types of responses tend to resolve customer issues can show what works best. Metrics like response time, the sentiment of the response, and whether the customer updated their review after the response can indicate the effectiveness of different strategies for addressing complaints.
Also Read: Tips to Increase Sales in Retail
How to respond to negative customer reviews?
Negative online retailer reviews are an inevitable part of running any business. While positive reviews provide a boost to your reputation, negative reviews can be damaging if not handled properly. Here are some tips on how to respond to negative customer reviews in a professional and effective way:
Respond quickly – Negative reviews spread fast, so respond within 24-48 hours. Your quick response shows customers you care and are taking action.
Be empathetic – Start your response by acknowledging the customer’s frustration. Say something like “We are sorry to hear you had a poor experience.” Expressing empathy and taking accountability goes a long way.
Address the issue factually – Don’t get defensive. Stick to the facts of the situation and explain what actions you are taking to resolve it. Offer a refund, replacement, or discount to show the customer you value them.
Avoid arguments – Do not engage in an argument with the customer in the review. Keep your response factual, polite, and to the point. Arguing only makes the situation worse.
Offer future solutions – Explain what steps you are taking to improve and ensure the issue doesn’t happen again for other customers. This reassures readers you are committed to providing a good experience.
Turn it into an opportunity – Thank the customer for bringing the issue to your attention and use it as an opportunity to improve your business. Some of the best innovations come from customer complaints.
To maximize the benefits of customer reviews for your retail business, make sure you have a robust and intuitive point-of-sale (POS) system in place. Hana Retail provides a cloud-based POS solution with inventory, e-commerce, and CRM features to help you get quality customer feedback, resolve issues quickly, and improve your products and services. Sign up FREE for the best POS system for retail!
