Why is feedback important? Why do companies around the world pursue positive online feedback as if their business depended on it? In fact, it does! You, too, as a business owner, must learn how to collect customer feedback and benefit from it.
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What are the benefits of customer feedback?
Of course, getting positive feedback feels good and shows that what you are doing really helps someone. But why is feedback important and how can your business benefit from it?
Feedback affects purchase decisions
When shopping online, people cannot touch their products or even see them. Yes, good product pages contain detailed descriptions and high-quality photos. But we all know that a product image and its appearance in real life are two totally different things.
In addition, first-time customers have to deal with online stores they’ve never heard of. What if it’s a scam website? What if an order is never delivered?
That’s why you need to prove somehow that your store can be trusted, and there’s nothing that serves this purpose better than positive consumer feedback!
Showing what other people think of your product or service, the shipping time and other aspects can encourage new customers to make their first purchase. It is especially important to post at least some real product photos made by customers as soon as you get them so that other visitors can see what the item really looks like.
Comments generate even more comments
Having two or three positive comments on your product page is a good start. But if only one person liked a product, it doesn’t mean it’s worth buying. For a fair decision, one needs more opinions. However, few people want to be the first.
Seeing that someone actually left a comment makes visitors more confident in your store, so it works like a chain reaction. Post a few, and people will start writing more and more. As a result, new visitors will be able to read dozens of reviews.
Feedback helps you build customer loyalty
This benefit has nothing to do with new visitors and potential customers. Instead, it focuses on those who have already purchased from your store – the ones who left those comments.
Some entrepreneurs may think that after someone buys and even writes a review, they no longer need that person. That’s a big mistake. In any circumstance, one should aim to turn casual shoppers into regular customers. There are many ways to increase customer loyalty, and allowing them to talk is one of them.
Today, companies want to be more than just a faceless corporation. They want to show their human sides, they want to build communities around their products and services. And customers respond to this quest by gladly sharing their opinions and experiences.
Let those people speak and they will become your loyal customers.
How to request customer feedback
Now that you know why feedback is important, it’s time to think about how to collect feedback and how to encourage customers to write it. After all, few people would want to spend time and effort in doing so.
There are several ways to convince them.
1. Simply pick up what you already have
There is always someone willing to express an opinion. All you have to do is find such comments and provide customers with a place to share their experiences. There are plenty of feedback sites out there and of course your own website, but your best option is social networking.
People tend to express their views more voluntarily on Facebook, Instagram or Pinterest. So, with a strong presence on social networks, you don’t even have to ask for customer feedback. Just keep your eyes open and you will find both comments and actual photos taken by the customer.
If you want to build a strong presence in social networks on various platforms, you will need an automation tool. Try the Rabbit Social Plugin to publish content automatically, plan your schedule and many more.
2. Ask people to leave comments on social networks
Okay, some comments you may find on social networks are not exactly what you want. Short, vague phrases like “New product” or “Quick delivery” don’t really say anything useful about your product. Also, they look like false comments, which will hardly improve the reputation of your business.
Still, whoever left this comment bought something from you and is satisfied. In this case, you can and should ask this person to write a more detailed comment. Just a few more sentences will do very well.
3. Make and submit a follow-up
You can also request customer reviews by sending a couple of emails to customers who have recently purchased from you. There are many ways to use follow-ups and this is just one of them, but you can generate dozens of comments for yourself.
In these letters, you have to thank the customers for making the purchase and politely ask them to write a couple of sentences about their experience.
4. Make it easy to leave a comment
Imagine the following situation. You made a purchase and are happy with it, and the online store asks you to write a review. You understand why reviews are important to the company and you really want to leave one. But the letter doesn’t say anything about how you can do it or where the company wants you to leave your review.
When you ask for comments, make sure people can post one in just a few clicks. Provide links to your social networking pages or to the comment section of a particular product page. And allow people to leave comments in your store without having to register.
5. Offer a gift
Why are comments important? I guess you get it now. But are they important for customers too? I mean… Why would a customer want to leave a comment in your store?
Yes! Really, we have to appreciate the customer’s time and make them feel comfortable, so we can’t just ask them to leave a review! We need to offer some kind of reward or gift. A discount coupon on the next purchase will be nice. It not only encourages people to write something about your products but also gives them a reason to come back to the store and make another purchase.
Some people may like the idea, but still, postpone comments for later. That’s why you may want to offer limited-time coupons available for only 2 or 3 days. In this case, customers will have plenty of time to write a review at a convenient time, but they are unlikely to forget it.
Customer feedback serves as a test of how well a company delivers on its promises. The importance of online feedback is even greater for a small business because it shows what previous shoppers think about your store and you gain confidence.
By getting and posting customer comments below on your store pages, you can attract new customers and retain existing ones.
This is why reviews are important, but keep in mind that new companies have to put a lot of effort into getting your first positive feedback. If you don’t want to start from scratch, consider buying one of our established dropshipping stores that already have a strong social media presence, an active shopper audience and many customer reviews.