The e-commerce industry has experienced dramatic growth over the past decade. Accelerating this, the COVID-19 pandemic rocked the world of brick-and-mortar stores. This has opened doors for businesses globally. That said, these changes have also made the economic landscape more competitive. With the vast array of options available to consumers, trust has become even more important in purchasing decisions.
One significant strategy for driving trust in the online world is gathering plenty of positive customer reviews. This article dives deep into the impact of reviews on online shopping. We’ll also provide strategies for encouraging customers to share their feedback.
Table of Contents
Why Customer Reviews Matter
If you’re wondering why customer reviews are important to e-commerce, just think back to the last time you made a purchase online! Studies show that nearly all online shoppers look at reviews to some extent before making a decision. Here’s how that customer feedback makes an impact:
Building an Online Connection:
What’s perhaps the most common challenge that online shoppers contend with? Determining the authenticity and reliability of a product. Customer reviews bridge this gap. They offer real-world experiences and opinions from individuals who have already purchased goods.
Influence on Purchasing Decisions: Whatever you’re selling, you’re likely not the only kid on the block. Customers can easily find competitors and weigh the pros and cons of various brands. Reviews, especially those with detailed feedback and pictures, can provide hesitant customers with the push they need to complete a purchase.
Search Engine Optimization.
Genuine customer reviews can boost your website’s SEO. Search engines like Google and Bing recognize the value of user-generated content. They tend to rank websites with frequent reviews higher.
Strategies to Encourage Reviews
Now that we’ve established that e-commerce reviews will help your company drive better results, the question shifts. So, how do you actually gather reviews for your website? Here are a few tips:
Develop an Easy Reviewing Process: The easier you make it for customers to leave a review, the more likely they are to do so. Embedding a review form directly on your tracking page can significantly increase the number of reviews you receive.
Incentivize Reviews: Offer incentives like discount codes or loyalty points to customers who leave a review. It’s essential to ensure reviews remain genuine, but a small reward can motivate customers to share their experiences.
Follow-Up with Customers:
A simple follow-up email asking customers about their purchase experience can go a long way. Just ensure it’s sent a reasonable time after the product has been delivered. This allows the customer adequate time to use and assess the product.
Managing Negative Reviews
One question you may have been asking yourself: what happens if I get a bad review for my ecommerce store? It’s bound to happen sooner or later, even to the best-run companies. (And it will happen even more to those who follow the tips above to get as many reviews as possible!) Don’t panic. Getting lots of good reviews is worth the bad ones, and when handled correctly, even the bad reviews can help show potential customers that you care.
Address Concerns Publicly:
When faced with a negative review, it’s essential to address the customer’s concerns publicly. Then, take the conversation offline for resolution. This approach shows other customers that you value feedback and are committed to resolving any issues.
Use Them Constructively:
Negative reviews can provide invaluable insights. They can inform where your business or product might be lacking. Instead of disregarding them, use the feedback to make necessary improvements.
Highlighting Top Reviews
Here are a couple of strategies for getting maximum results from your most glowing customer reviews.
Feature Top Reviews:
Make the most out of positive reviews by featuring them prominently on your website or product pages. It’s a powerful way to showcase the positive experiences of past customers.
Engage with Reviewers:
Engaging with those who leave reviews can create a sense of community around your brand. Thank customers for their positive feedback. And — assure unhappy customers that their concerns will be addressed.
In the digital age, where face-to-face interactions are limited, customer reviews can be crucial. They serve as a bridge of trust between businesses and potential buyers. E-commerce businesses need to recognize the power of reviews. It’s important to implement strategies to encourage, manage, and showcase them. By doing so, they build trust, drive increased sales, and foster customer loyalty. Harnessing reviews through tools like Track Mage can provide a significant competitive edge in the ever-evolving e-commerce landscape. Get started by booking a demo today.