![]() ![]() But you also have four tactics to get your customers to act. You now have several reasons to focus on the ratings, and you understand at least two reasons customers may not leave a review. Then, it is time to put a tangible strategy in place. Recognizing the power of the review or rating is the first step. ![]() You can use technology to automate your reminders, as long as it appears genuine and thoughtful. Even your most well-intentioned customers are going to forget. Gentle Reminders are Appropriate – There is nothing wrong with giving your customer a gentle reminder to leave a review. Contact customers within hours after their interaction with you, not days.Ĥ. If the customer is buying in person, why not ask while they are still there? The best time for an online sale could be within a day after the customer receives a package. Timing Matters – Asking for a review a week after the customer’s interaction with you is a waste of time. That innocent line is more powerful that you might think.ģ. After the customer agrees to write a review, say, “Thank you, and if for some reason you choose not to write the review, would you please let me know?” When the customers answers, “Yes,” to that request, it adds a subtle layer of a deeper commitment. Robert Cialdini’s classic book, Influence. If you want to increase your chances even more, consider a slight variation on the lesson from Dr. As mentioned above, Starloop offers to plant a tree for a review, giving the customer an incentive that is good for the earth, and increasing the chance of getting that review. Use the Right Words – Asking a customer, “Can you write us a review?” is better than not asking at all, but according to Vivarelli, not much better. Note that more and more customers want to do business with brands and organizations that are behind a cause or are involved with the community.Ģ. For people who are concerned about sustainability and being “green,” this is a very nice gesture. For example, Starloop has a program in which it plants trees for each online review its clients receive. Do something nice for them, and they will do something nice for you. The Law of Reciprocity – Starloop discovered a way to get people to write reviews. And that was all before 9 a.m.!įour Ways to Get Customers to Write Reviewsġ. ![]() Just today I was asked to review or rate a restaurant experience, an Amazon purchase, my insurance company and a recent flight. Happy, loyal customers are willing to do so, but they too will experience fatigue. Review Exhaustion – When is the last time you did business with a company that didn’t send a survey and/or ask for a review? (That’s a rhetorical question.) Sure, there are many that don’t, but more and more businesses are asking customers to take time to share their opinions. Typical customers are too busy with their own lives to find the time to share their opinions.Ģ. It’s Not Important to Me – While accumulating ratings and reviews may be important to you, some of your customers don’t view it the same way. Two Reasons Why Customers Won’t Leave a Reviewġ. My take is that a “Golden Lead” could be someone who has done their research on the company and knows coming in that they want to do business with you. The result is what he calls a “Golden Lead,” a lead that puts you far out in front of the competition. The Golden Lead – Vivarelli talks about the “Five-Star Gold Rush,” in which businesses rush to accumulate as many five-star reviews as possible. This is what you need to move a customer from thinking about buying to taking action.ģ. Reviews provide a much louder and more persuasive voice in the marketplace. People believe friends, family and other customers more than they believe you. ![]() Having hundreds more reviews than your competition makes your business an obvious choice. It makes social proof more important than ever. We Are in the Trust Economy – Positive reviews and comments from customers build trust. ![]()
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