Manage & Collect
How To Use Customer Reviews To Stand Out This Black Friday
October 2, 2019
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5 min read
In this post, we’ll give you best practice guidance on how to ask for Google reviews to get the highest possible conversion rates on your requests.
But before we delve into the ‘how’, let’s have a little look at the ‘why’.
Google Reviews are user-generated feedback and ratings for businesses that appear on Google Maps and Google Search. These reviews can include a star rating, from one to five stars, and written feedback about their experiences with the business.
If your goal is to get more Google reviews, you’ll first want to implement a strategy that involves asking customers at multiple touchpoints.
Why? Well, when left to their own devices, customers can be pretty passive when it comes to leaving reviews. However, ask, and the majority will be more than willing to leave a review on the platform of your choosing.
It’s also important to ask for the right type of reviews – the ones which will have the greatest influence on your customers. From text to video, different forms of feedback come with different benefits.
So, before you start asking for feedback, get to grips with different formats, consider what impact do reviews have on purchasing decisions, and choose the right fit for your company.
Google reviews are powerful trust indicators, and as you start collecting more of them, you’ll see a number of benefits for your business:
The more Google reviews you have and the higher your rating the better. This is backed by some pretty convincing stats, with 46% of consumers considering review quantity as the second most important factor when researching a company, just pipped to the post by 54% stating average star rating comes first.
Before you dive in and send review requests to everyone on your database, find your biggest brand advocates first. Who are your most loyal customers? Who’s actively praising your products or service on social media? Use their voice to kick start your campaign.
Eventually, you’ll want a system that automatically sends invitations to everyone you do business with, but keep in mind this may lead to negative feedback on some occasions. This isn’t necessarily a bad thing, and there are ways to handle negative reviews effectively, but turning to the happy consumer in the initial stages will get you started on a positive note.
SEE MORE to guide yor customer in giving a review on Google.
Timing is everything when it comes to a successful review request. If you’re an eCommerce store, make sure the transaction has been completed, the item dispatched, and that the buyer has had enough time to experience the product.
The same applies if you’re a service related business. Give the customer time to reflect before asking for their opinion.
If you’re a SaaS company, you could ask for reviews after releasing a service update or new features that make your customers’ lives easier. Typically, any point where you’re likely to be in favour is a good time to ask for feedback.
Email is a great method for review collection. It’s convenient for the customer, it’s not pushy or aggressive, and the whole process can be automated, saving you time and money.
How do I ask people for review? Here’s how to get it right:
1. Keep It Personalised
A Google review request should be tailored to both the customer, and to your brand. In the first instance, include the customer’s name and specific details about their order, like the product they purchased or service they received.
These small personal touches make them feel like they’re a valued individual, not just a faceless addition to your review portfolio.
Your review request should also be instantly recognisable. REVIEWS.io makes it easy for you to customise your emails to match your brand identity, so they’re in keeping with the whole customer experience.
2. Make It Simple
Customers are doing you a favour by leaving you a review, so make it as easy for them to do so as possible. Save them time by including a link that sends them directly to your review collection page, make sure it’s obvious, and add a call to action that’s clear and to the point.
This process is a lot easier if you’re working with a review collection service, but not impossible to do without. If you have a review collection listing, you should be able to direct customers to it, you just might not be able to manage the reviews after they’re received.
3. Follow-up email for feedback
It's natural for busy customers to miss review requests sometimes. If that happens, a friendly reminder can jog their memory and encourage them to share their experience.
The key is to strike a balance. One or two follow-ups show you care about their feedback, but any more could be considered spam.
4. Show Your Appreciation
Lastly, don’t forget your manners. A review request is all part of your customer service, so be polite and show your gratitude, both for the recipient’s custom, and for them taking the time to leave you feedback.
You could also show your appreciation by incentivising reviews with loyalty programmes from the likes of smile.io and Klaviyo. These are great for increasing conversion and encouraging repeat business.
A word of caution here though. Google is in the process of updating its review policy, including the use of incentives. We’ll bring you everything you need to know about this as soon as we hear more.
Lost for words? We’ve got a few examples for different customer types to help get you started.
This example is a good all-rounder for a broad range of shoppers. It’s polite and friendly whilst remaining professional.
Hi [FIRST NAME],
Thank you so much for purchasing [PRODUCT NAME] – we hope you were happy with your order.
We’re so glad you chose to shop with us. We value each and every one of our customers and are always trying to improve to bring our customers the best experience possible.
Would you be kind enough to leave us a Google review [INSERT LINK TO MY BUSINESS PROFILE]? It only takes a few minutes and we’d be eternally grateful! Just click the button below to go to our Google Business page and leave us some feedback.
[BUTTON WITH LINK TO YOUR REVIEWS.io PROFILE]
In the meantime, if you have any questions or need help with anything, please don’t hesitate to get in touch with our customer helpline on [INSERT NUMBER].
Best wishes,
The [BUSINESS NAME] Team.
Think of the local tradesman buying tools. He’s likely a repeat customer, so there’s no need for over the top courtesies. It’s just straight to the point, using language that implies speed.
Hey [FIRST NAME],
Thanks for buying your [PRODUCT NAME] from us. Hope it’s done its job.If you’ve got a spare second, would you mind nipping to our [INSERT LINK TO MY BUSINESS PROFILE] page and dropping us a review?
[BUTTON WITH LINK TO YOUR REVIEWS.io PROFILE]
Thanks for helping us out and if you need anything else just give us a shout on [INSERT NUMBER].
Cheers and see you soon,
The [BUSINESS NAME] Team
If you’re a business that’s all about community spirit and creating a sense of unity, this example’s for you. Casual in tone, it celebrates the relationship between you and your customers.
Hi [FIRST NAME]
Thanks for shopping with [BUSINESS NAME]!
Our customers mean the world to us and we’d love to hear your feedback.Share your thoughts using the link below, and use #[INSERT HASHTAG] to be part of our online community!
[BUTTON WITH LINK TO YOUR REVIEWS.io PROFILE]
Every review helps us make our customers' lives that bit better, so thanks for being part of the process.
Love the [BUSINESS NAME] Team.
If you want more help with layout and design, we’ve done the leg work and created a review request email example guide with this free HTML review request email template.
Simply download and edit to suit the brands guidelines.
When asking for feedback via SMS, ensure the message is concise and to the point. Long messages might be ignored or considered spam.
Here are two templates for text message review requests you can try:
Hi [Customer Name], thank you for choosing [Your Business Name]. We hope you had a great experience! Could you spare a minute to leave us a review? Your feedback helps us improve. Please click here: [shortened link]. Thank you for your support!
OR
Hi [Customer Name], thank you for choosing [Business Name]! We hope you enjoyed your experience. Could you please take a moment to leave us a review on Google at [Insert Link]? Your feedback helps us improve our services. Thank you!
Social media platforms provide an excellent opportunity to connect with your audience and request Google reviews.
Whether you're making a public post or sending a private message, include a direct link to simplify the review process.
Here are some examples you can try:
"[Your Business Name] is amazing! Their [service] is top-notch and the staff is so friendly!" - [Customer Name].
We strive for happy customers like them! If you've had a great experience with us, don’t hesitate to leave a Google review to let others know: [Insert Link]
#CustomerFeedback #ThankYou
Hi [Customer Name],
We hope you enjoyed your recent visit to [Your Business Name]!
If yes, we'd be thrilled to hear about it! Your feedback helps us grow and keeps us improving. Share your thoughts with a Google review and help others discover what we're all about: [Insert Link]. Thank you very much for your support!
The ideal moment for asking for reviews in person is when the customer is happy and has just finished a positive interaction with your business. This could be after a successful purchase, a completed service, or a helpful conversation.
You can say:
"We're so glad you enjoyed your meal! If you have a moment, we'd really appreciate it if you could leave us a review on Google to let others know about your experience."
"We're happy you found the perfect outfit! Would you mind sharing your thoughts with a Google review?"
Then, offer to help them find the review page, for example, by scanning a QR code.
We know face-to-face review requests can make you nervous, but always be sincere and respectful. If a customer declines to leave a review, respect their decision and don't pressure them. Thank them for their time, and let them know you appreciate their business.
Besides getting feedbacks, managing and responding to reviews show that you really care about your customers and are committed to solving their problems.
You can use REVIEWS.io to handle this task. With Online Reputation Management feature, the tool allows businesses to monitor reviews across multiple platforms, respond to negative feedback quickly, and solicit reviews from customers. By using REVIEWS.io, businesses can improve their online reputation, increase customer satisfaction, and boost sales.
Yes, Google encourages you to do that, provided it's done appropriately.
It's important to focus on requesting a review rather than specifically asking for a 5-star rating, as Google frowns upon soliciting biassed reviews. Instead, focus on positive experiences, make it easy to leave a review, and emphasize the value of their feedback. Respond to all reviews and show you care about customer satisfaction.
Here are some ways to encourage people to review on Google:
A successful review campaign requires a process. Careful consideration of who you ask, when you ask them, and how you structure your request will get your Google review count soaring.
But don’t just stop at collection. Make reviews an integral part of your wider marketing strategy and you’ll find that customer feedback soon becomes your greatest sales pitch.
Want to boost your Google review count with ease? We’re a Google Licensed Review partner, so all feedback collected through REVIEWS.io can be shared with your Google profile. Sign up to our free trial to test REVIEWS.io for 14-days.
