How to Get Customer Reviews and Use Them to Build Trust Online

Reviews: The Voice of the People! 🗣️

Customer reviews have a significant impact on how people perceive your business. Research shows that over 90% of consumers read online reviews before making a purchase, and a vast majority trust reviews as much as personal recommendations. Positive reviews can help:

• Boost credibility and trust: Reviews provide transparency and can help potential customers feel confident in choosing your business.
• Improve search engine rankings: Google uses reviews as a ranking factor, so having plenty of positive feedback can help you appear higher in search results.
• Increase conversion rates: Reviews act as a form of social proof, helping visitors on your website or social media decide to make a purchase or visit your store.

While good reviews are invaluable, negative reviews can also offer valuable insights and show you areas where your business can improve. So, getting reviews, whether positive or constructive, is vital for growth.

One of the most straightforward ways to encourage customer reviews is simply asking for them, but timing matters. Here’s how to ask effectively:

• After a Positive Interaction: The best time to ask for a review is when the customer is satisfied with your service or product. For example, after they’ve received their order, completed a service, or left your store feeling happy, it’s the perfect moment to ask for a review.
• Follow-Up Emails: For online businesses, sending a follow-up email thanking the customer for their purchase is a great opportunity to ask for a review. With a Design Wizards website, we can configure automated follow-up emails to request reviews from your customers.  We'll even provide direct links to your Business Profiles to make it as seamless as possible.
• In-Person Requests: If you have a physical store, politely ask customers to leave a review as they check out or after a service is completed. A simple, “We’d love to hear your feedback online!” can go a long way.

People are more likely to leave a review if the process is simple and quick. Here are a few ways to make it as easy as possible for your customers:

• Provide Direct Links: Whether it’s to your Google Business Profile, Yelp, or Facebook page, include direct links to review platforms in your emails, receipts, and website.
• Create a Simple Form: Design Wizards can create a simple review form on your website, keeping it short and user-friendly to encourage more submissions.

Making it easy for your customers ensures more people will leave reviews, which builds up your social proof over time.

While you can’t offer money or gifts in exchange for reviews (this could violate review platform guidelines), you can incentivize customers to leave feedback in a way that benefits both parties. Here’s how:

• Offer Discounts on Future Purchases: A discount or a special offer for leaving a review is a great way to encourage feedback. Ensure the incentive is for a future purchase, not in exchange for a positive review, so it doesn’t feel like a bribe.
• Run Contests: Encourage customers to leave reviews by running periodic contests where they’re entered into a drawing when they leave feedback. This is a fun way to engage your customer base while collecting valuable reviews.
• Recognize Customers: Feature positive reviews on your website or social media, showing appreciation for customers who take the time to share their thoughts. Public recognition can incentivize others to leave reviews as well.

Engagement doesn’t end once the review is left. In fact, responding to reviews is just as important as gathering them. Here’s how you can use reviews to further build trust:

• Thank Customers for Positive Reviews: A simple “thank you” goes a long way in showing that you appreciate the feedback. Personalize your response by mentioning the specific product or service they enjoyed.
• Address Negative Reviews Professionally: Negative reviews provide an opportunity to show potential customers that you value their feedback and are committed to resolving issues. Apologize for the experience, offer a solution if possible, and invite the customer to contact you directly to discuss further. This shows future customers that you care about customer satisfaction and are proactive about making improvements.
• Maintain Professionalism: Whether the review is good or bad, always maintain a professional tone. Remember that your responses will be seen by future customers, and handling reviews gracefully demonstrates your commitment to providing excellent service.

Once you start gathering reviews, leverage them across your online presence to maximize their impact. Here’s how:

• Feature Reviews on Your Website: We can create a dedicated testimonials or reviews page where customers can read others’ experiences or feature reviews prominently on product pages or in your homepage slider.
• Share Reviews on Social Media: Sharing positive reviews on your business’s social media channels not only gives your customers recognition but also helps build trust with your audience. Consider creating posts that highlight customer experiences and tag them if possible.
• Use Video Testimonials: If a customer is willing to provide a video testimonial, share it on your website and social channels. Video reviews are highly engaging and more personal than written reviews.

These tactics help show that you’re an authentic, trusted business and increase credibility in the eyes of potential customers.

Reviews are more than just a marketing tool; they’re a treasure trove of feedback. Use them to your advantage:

• Identify Patterns: Look for recurring comments or concerns. Are customers frequently mentioning the same issue? This insight can help you address weaknesses in your products, services, or customer experience.
• Improve Processes: If negative reviews point out flaws in your business processes, take them seriously and look for ways to improve. Whether it’s better customer service training, faster delivery times, or product improvements, use reviews as an opportunity to evolve.

By demonstrating that you listen to feedback and are willing to improve, you’ll earn even more trust from your customer base.

Finally, it’s essential to keep an eye on new reviews as they come in. Regular monitoring ensures that you can address issues quickly and maintain a positive online reputation.