Positive Reviews Can Help Improve Sales By 31%
Date : Jul 05, 2019
Author : DR Armed Zayed
Why are positive reviews important for businesses? Regardless of the size of your business, positive reviews can improve sales. They can make or break a business, which is why they are so important for the long-term success of your business.
The following statistics shed light on the importance of positive reviews and how they influence the growth in sales:
80%–of consumers will take action after they read a positive review.
92%–of consumers will purchase from a local business if it has a 4-star rating.
These statistics taken from surveys should tell you about the emphasis consumers place on positive reviews, making them one of the most integral parts of their buying decision. For this reason, you need to take
Measures To Ensure Your Business Receives Several Positive Reviews
1. Search for Positive Reviews
With so many consumers using positive reviews to base their decision on whether they need to buy or not, you need to provide your customers with a positive shopping experience so that they leave a positive review about your business on third-party review platforms, like Google my Business, Yelp, Yell, Trustpilot and–RateUsOnline.
If you want to increase the chances of your customers leaving positive feedback, you will need to prompt them. You can prompt them via email, text message, in person, if applicable, and even through incentives.
You need to engage with them on review sites, social media, and forums. Most importantly, you need to fulfil your goal to have repeat customers by paying special attention to current customers.
When analyzing the impact of online sale on customer service, you will realize that customer reviews play a crucial role. So, ensure your customers leave feedback. Also, offer them exclusive promotional offers for being loyal.
2. Respond to Negative Reviews
If a customer leaves a negative review, address it but never get defensive. The following statistics shed light on the importance of replying to negative reviews.
- 94% of customers say that negative reviews have convinced them to avoid a business.
- 63% of consumers say some businesses have never replied to their reviews.
- 53.3% say they expect businesses to reply to negative reviews within a week.
- 44.6% of buyers are less likely to visit a business that fails to respond to negative reviews.
- By replying to 1- and 2-star reviews. Restaurateurs have a 33% high probability of customers coming back and updating their reviews by as much as 3 stars.
So, it is wise to respond to negative reviews before you drive customers away.
Why you should also Respond To Positive Reviews
You might not see the importance of replying to positive reviews since they don’t spread across the internet and destroy your reputation as negative reviews do. But it’s crucial to respond to customer positive reviews now more than ever before.
Here is a list of reasons business owners need to respond to positive reviews:
1. Makes the customer feel appreciated
A positive review means your buyer has taken time out of their day to do something nice about your business. The least you can do is say thank you.
Replying to positive feedback will make a customer feel noticed and appreciated. As a result, you can end up promoting further engagement with that buyer following a response.
Customers leave positive reviews when they like your product. So by engaging with them further, you can strengthen your relationship and prompt them to write more reviews in the future.
This also helps with customer retention. Responding to positive reviews helps you keep your current customers since they will feel valued and wanted.
Not replying can cause the opposite effect. Customers will feel neglected, and they will prefer to seek the product and services of your competitors.
2. Increase your business visibility in search engines
When you respond to reviews, search engines will recognize your business as an organization that’s engaging customers and offers better customer services.
Ensure customers can review your business on as many platforms as possible, including Google, Yelp, Trustpilot, and social media.
3. Offers the chance for free advertising and testimonials
Before making a purchasing decision, a customer can read an average of 10 reviews about a product or service. If you respond to reviews, you will increase your exposure and reach.
You can respond and share a positive review from a customer to your followers across various platforms as well as on your business website. Through this, you can reach more than a thousand prospects.
But before sharing or using your customers’ positive feedback as a testimonial, ask for permission. It shows respect and consideration.
How to reply to positive reviews?
1. Prioritize which review you will respond to
It’s important to respond to all your reviews, whether positive or negative. However, if you are busy replying to negative reviews, and have no time to reply to all the positive ones. Then you need to figure out a way to select which reviews you should handle first.
Check out positive good customer service review examples to know which reviews you should focus on. We recommend you respond to reviewers who provide lots of details about their experience with your company. This way, you will get to reward them for spending their significant time and effort to say something nice about you.
2. Be authentic and personable
Based on the various positive review response examples we’ve seen, it’s necessary to be authentic and personable. Try to sound like a human and not a robot.
Avoid using boilerplate responses and customizing each message to address customers’ unique experiences. If you check out good review examples, you will notice reviewers usually include enough details to give others an idea of their experience. Replicate that when responding to positive reviews.
Ensure you use the reviewer’s name and repeat some specific points mentioned in the review.
3. Avoid overstuffing your response with keywords
Responding to positive review examples will help increase your search engine rankings. But this doesn’t mean you overstuff your reply with many keywords-it will seem unnatural.
4. Offer something of value in your response
When replying to a review, you are not responding to one customer but thousands of prospects. So, take advantage of that chance to offer something of value. You never know! You might convince people to try out your product or service.
For example, you can offer a money-off coupon on their next purchase, a discount, a free trial, or a free product. If you can’t offer something tangible, a piece of advice will go a long way.
If you decide to offer something, maintain consistency throughout.
5. Respond Quickly
It’s clever to respond to a positive review quickly. Don’t wait for more than a day to respond because you will disappoint your reviewers. Most of them expect companies to respond within 24 hours.
Quick responses mean you might get to engage your customer in a lively conversation. Thus, you can receive valuable feedback about your business.
6. Thank the reviewer
A simple thank you is the best way to tell the reviewers that you’re grateful for their willingness to speak out on behalf of your organization. Responding to positive reviews is the best way to prove that you value all your customers, not just those who complain. As such, gratitude should be the focus of your reply.
7. Be clear and concise
It’s crucial to express your gratitude and highlight the main details in your review reply. However, you need to deliver your information clearly and concisely.
Remember, nobody wants to read a long reply that lacks focus or organization. Ensure your readers remain engaged with your message. Remove unnecessary words and focus on essential points.
8. Promote your positive reviews to increase sales
Positive reviews are powerful social proof. Businesses can use them to build credibility and trust to attract new customers. For this to work, you need to promote your good reviews online through your emails, company websites, or social media accounts.
Reply to Customer Positive Feedback Sample
Here’s an example of a review that appreciates a customer’s positive review.
Example 1: Thank you very much for your kind words, Michael. We appreciate you taking the time to share your experience with us. And we agree, Jane, is one of a kind and we’re happy to have her on our team! We count ourselves lucky for having clients like you. We look forward to working with you soon!
However, you can also keep the review short.
Example 2: Thanks for the astounding review, Dion! We work hard to meet the needs of customers like you, and we’re happy to know that we hit the mark for you. Visit us soon. Cheers!
Don’t forget to be authentic and personal.
Example 3: Wow, we were blown by your positive word, Jane! We’re are happy that we met your expectation, and can’t wait to have you back for your next appointment. Till then, contact us if you need any help.
Examples of Positive Good Customers Service Reviews
Provides Useful and Constructive Feedback
These reviews help businesses learn how they’re doing and what they need to do to improve.
Detailed, Specific, and Honest
These reviews provide customer information to customers who intend to engage with and buy from your business.
Features User -Generated Content
Displays positive photos of a customer using your service or product. This shows an extra level of effort that proves the customers’ loyalty to your business.
Impact of Good Customer Service on Online Sales
1. Increased sales
Nike has an excellent customer service strategy. Through Twitter, they can offer customers service for seven days a well in seven languages
When a customer mentions Nike’s Twitter handle, the company responds immediately. This way a customer will know that the brand is dedicated to solving his or her problem. As a result, the customer will continue shopping with the company.
2. Customer Retention and Loyalty
Customer retention means that you will always have someone buying your products. By replying to customer reviews, you can retain your existing customers and even attract new ones. This strategy will boost your online sales significantly.
3. Enhanced Public Image
A good public image helps a brand generate more sales by attracting new customers.
The more customers love your products and services, the more they will show love for your business by leaving you positive reviews and buying more from you, thus increasing your sales.
Keep in mind that your customers are human beings. So treat them with respect by thanking them when they leave a review, whether positive or negative.