When you’re thinking to buy any product online, let’s take an example of the smartphone. Then, which is the first thing that you’ve done?
Off course, you start some research on the internet about that particular smartphone. Check ratings, consider reviews – what others people talk about that smartphone. And, in case, the majority of negative reviews is greater than positive reviews then I am sure, you’re not going to buy that smartphone.
And, if you do not agree with my words, then check stats:
Research says that 91 percent of people regularly or occasionally read online reviews & 84% of people trust online reviews as much as personal recommendation.
Here, plays Customer Satisfaction. And it’s also the part of online reputation that you have to manage. If your customer is satisfied with your products then might be he or she posted a positive review on your site but if your customer is not satisfied with your products then there’s 100% chance to post a negative review on your eCommerce site. And, how much positive reviews are important for growing the eCommerce sales that you already aware of this.
Ask your customers to give reviews
Every customer has a different opinion about your products. Some may give you the 5-star rating, some maybe 3 or some may be 2 – the list is endless. But one thing remains same that all the customers could give a review on your site. Research shows that more than 70% of consumers will give a review when asked.
Yes, if you follow your customers after made purchase and ask them to give a product or service review then more customers will be ready to give a review on your site, research says.
But, everything has a step-by-step process that you have to follow.
- First thing, you have to give some time to your customer while he or she receives products and use it. You have to keep maintain an eye on shipping date before drop a follow-up mail.
- Your email should be short and direct to the point.
- If some customers are not replying to your emails then it’s totally fine. You have to maintain your kindness.
- Lastly, don’t be defend yourself while you’re getting a negative review.
Offer Discounts/ Incentives/ Coupons
Everyone loves a discount or coupons or something related. If you give your customers some offers then it will increase the chance that you’ll get a review in fact not just you’re getting a review but it also increase the engagement of your customers, customers are more likely to buy products for getting additional benefits.
Different eCommerce stores apply different types of tactics for better engagement of customers.
Some may be offering heavy discounts on the first purchase or on the purchase at a minimal value that they decide. Some may be offer coupons that a customer redeem in next shopping. Some may offer some free gifts on the purchase. And whatever. Lots of the tactics that you can apply to your eCommerce store.
Maintain Negative Reviews
What you do, if you get a negative review with 1-star rating from a customer? Maybe, you’re going to lose your temper and start defending yourself. Human Nature, right!
Don’t do it! Your customer’s reviews are everything for your business whether it’s a negative or positive because with the help of their reviews, you will be improving your business, generate an effective productivity and a one-step more closer to running a successful business.
Listen to properly to your customers what they said, first thing.
Second is – solve their queries or issues what they faced. And make sure, always reply solutions to negative reviews. The feedback of your customers is to deliver more valuable information which helps to improve your products or services.
Customer Reviews are the most important factor that helps your business grow. So, take it seriously.