August 14, 2019
Meet Diana—nice clear glass frames.
She’s eyeing one of your best sellers and is now tempted to hit Buy Now.
Before she does, Diana decides to check reviews. Because akin to 84 percent of customers, she trusts online reviews as much as personal recommendations.
You’ve got as many as none. This is when Diana drops you like a stone and goes to a competitor.
That makes you want to eat bubble wrap.
I’m about to show you how to get customer reviews via social media and thus crank up your revenue by up to 62%.
Tap into the Right Social Media Channels
Want some whopping stats?
There are more than 2.7 billion social media users worldwide. This makes social media platforms a gold mine for customer reviews.
You need to know where to stick your shovel in for maximum impact.
Prioritize which platforms bring the most traffic with Google analytics and stick to them.
Spoiler alert: Facebook and Google reviews will probably be your front runners since these perform best across industries.
Encourage Customers to Leave Reviews (4+ Battle-Tested Ideas)
I wish my customers would leave reviews.
You don’t have to wish.
A jaw-dropping 68% of consumers will pen a review if you ask them.
Customers are likely to leave feedback when (a) they test-drove and enjoyed your product and (b) when you’re still fresh in their mind.
That’s when you come in:
Send them an email asking for a review on social media within two-three weeks of shipping.
Need some examples + templates? Check this CoSchedule guide.
Drop a CTA on Your Site
Want to put soliciting feedback on autopilot?
Get a plugin that encourages customers to review your product on social media.
If you’re a WP user, check this CTA selection that kicks off socks.
Offer Monetary Rewards ($)
Incentives are a great way to solicit feedback from customers.
They not only motivate people to share thoughts about your product but also encourage them to shop more with you.
- Tell a customer they can enter to win $$$ if they leave a review.
- Offer an X% discount coupon for a product review.
Important: Platforms like Google and Yelp don’t allow to incentivize customers. So—research a platform first to ensure you’re safe.
Hold a Sweepstakes on Facebook
If you’re pressed for reviews, throw a contest and make leaving a review a necessary part.
Check the local law first. Otherwise, you might get in trouble and rack up fines.
Negative Reviews: Should They Stay or Go?
When you get a bad review, it hurts:
You worked your tail off on the product, and what you get in return is negativity.
When there are no bad reviews, 95% of consumers suspect something is off. That means killing negative comments might push people away.
78% of people think the company cares about its customers when they respond to negative reviews.
So—make friends with bad feedback and use it to your advantage.
Here’s a bulletproof formula:
- Apologize for the customer’s experience (e.g., We’re sorry to hear about your bad experience with [issue].)
- Move the conversation offline (e.g., Could you please email us at contact@XYZ.com? We will be happy to help you with the [issue], or we will try to find another convenient solution for you. We are looking forward to hearing from you.)
- Analyze the complaint and apply changes as necessary.
Want a pro tip?
Christian Eilers, Career Expert and Journalist at Zety, has you covered:
When you pen a reply, don’t include relevant search keywords or your company name. This will ensure the negative review doesn’t show up when people Google your brand in the future.
So—What Do You Think?
Thanks for reading!
Now, I’d love to hear from you. What are your tips on acquiring social media reviews from customers?
Max Woolf is a career expert at Zety. He’s passionate about helping people land their dream jobs through the expert career industry coverage. In his spare time, Max enjoys biking and traveling to European countries. You can hit him up on LinkedIn.