Having been a marketer & PR professional for so many years, reviews are essential for building a positive reputation, attracting new customers, and fostering trust in your brand. Here are my top 10 tactics that can help you obtain outstanding customer reviews:
Provide exceptional customer service:
Obtaining great reviews lies in offering top-notch customer service. Train your team to be friendly, attentive, and responsive to customer needs. Go above and beyond to resolve issues and create a memorable brand experience for every customer.
Deliver on promises:
Be transparent about your products or services and ensure that you meet or exceed the expectations set for your customers. Honesty and reliability go a long way in gaining trust and receiving positive reviews. If you listen in to my podcast; “The Marketing Perspective”, you know I speak of this often.
Ask for Reviews at the Right Time:
Timing is crucial when requesting reviews. Ask for reviews after customers have had a chance to experience your product or service but before their enthusiasm fades. For example, we instruct a Personal Injury firm to request a testimonial of their client just before they sign off on receiving their check. 😊
Make Reviewing Easy:
Make the review process as simple as possible for customers. Provide direct links or buttons to review platforms like Google, Yelp, or Trustpilot. Remember that if the consumer does not have a simple & fast way to execute this, they will not do it. If you don’t believe me, consider your own behavior when posting a review for someone.
Respond to reviews:
- Engage with customers who leave reviews, whether positive or negative. Show appreciation for positive feedback and address any negative comments professionally and promptly. Demonstrating that you care about your customers’ opinions can positively influence future reviews.
- Never leave negative reviews out there without a response. In many cases, you can turn a negative into a positive just by following up with the person.
Personalize the experience:
Tailor your interactions with customer reviews to make them feel valued and appreciated. Address customers by their names, remember their preferences, and send personalized follow-up messages after their purchase, when possible. When responding, speak into the specifics that the review noted acknowledging that you “hear” them.
Implement a review generation strategy:
Actively encourage customers to leave reviews. Make the process as simple as possible, providing direct links to review platforms.
Showcase positive reviews:
Highlight your best reviews on your website, social media channels, or marketing materials. Positive social proof can sway potential customers and boost your reputation.
Monitor online feedback:
Keep an eye on reviews across different platforms and respond to them appropriately. Address any negative reviews constructively and use them as opportunities to improve your products or services.
Leverage social media:
Engage with your audience on social media and encourage them to share their experiences. User-generated content and positive testimonials can have a significant impact on your brand’s image.
Remember, earning great customer reviews is an ongoing process. By consistently delivering exceptional brand experiences and listening to customer feedback, you can cultivate a positive brand reputation that will attract more satisfied customers and, in turn, generate even more excellent reviews. Over time, the positive feedback from satisfied customers will contribute significantly to your brand’s success.