I know what you’re thinking: do online reviews REALLY matter?
They really do: as 93% of customers read online reviews before buying a product.
93%! Mind blown, right?!
Almost every single potential customer scrolling through your site is looking for a review given by their shopping peers.
In the world of luxury product ecommerce, establishing trust and credibility is essential to attracting discerning customers. One powerful tool at your disposal is leveraging the importance of quality reviews.
Let’s have a look at why they matter. What value they bring. What to do with negative reviews. How to use your reviews. The whole enchilada.
1. Why Do Online Reviews Matter
Think about it. Sites like Google Maps, TripAdvisor, and Facebook provide customers with the opportunity to give their true feedback. And these online reviews are incredibly powerful, as they can persuade OR deter a client from shopping at your store!!!
That’s why when a customer posts a positive review on your site, you need to display it loud and proud.
How? By flaunting that star rating or the actual review under a review tab. This allows your potential customer to easily read it. Be convinced by it, and buy that product right then and there.
On the off chance you WEREN’T persuaded by that paragraph, let’s have a super quick look at the stats:
• 91% of shoppers between 18 – 34 years old trust online reviews as much as personal recommendations.
• 93% of consumers say online reviews influence and have influenced their purchase decisions.
Need we say more? Hmmm.
2. What Value Do Online Reviews Bring To Your Online Store?
It goes without saying, positive online reviews build trust with potential customers, as about:
• 76% of consumers have said they are more likely to trust content shared by their shopping peers than content shared by brands.
• 9 out of 10 consumers have said they have decided whether to trust or not to trust a business or brand after having read about 10 reviews.
That’s why customer reviews are just so incredibly important. They build trust and increase your shoppers confidence to buy from your store.
Meaning online reviews lead to an increase in online sales!
3. What To Do With Negative Online Reviews?
It goes without saying, negative online reviews have a devastating effect on your brand.
About 94% of online users actually avoiding a business after having read a negative review.
But turning an unhappy customer into a returning and happy customer IS possible! Here’s how can you bounce back:
• Always respond in a timely manner, because everyone appreciates a prompt response!
• Be polite, be professional and be respectful. Your reviewer is a paying customer and a real human with real emotions (not to mention your response will be available for the world to see).
• Invite your customer to email/call you to talk about their experience. This allows you to carefully listen to your customer’s feedback, and inform them about steps you will take to fix the problem.
• Remember to sign off a written response with your name/initials to show your customer a real person cares and wants to help.
The reality is: putting your best foot forward as a business owner is non-negotiable . It truly plays a vital role in your ongoing and long-term ecom success.
4. What’s Up With Fake Online Reviews?
We’ve all heard the rumour about companies buying reviews or posting fake reviews on their product pages. We’re sad to report: the rumours are true.
Fake reviews really are a major problem. They can seriously impact your brand credibility. It is best to just steer clear of anything and everything untruthful. Becuase when a customer buys from your store and has a negative experience, they WILL counteract those fake positive reviews given.
That’s why it’s vital to be honest.
Here’s the takeaway: people buy from brands they trust. People bad-mouth brands they don’t.
5. How To Use The Online Reviews Given
Ask and you shall receive.
ASK your online shoppers to leave a review, and you shall receive one. About 68% of customers will leave a review if they’re asked.
You SHOULD always respond to each and every review left. Whether it’s on your social channels or on your ecommerce site, positive or negative — respond.
Always check that your reply is friendly and 100% on-brand. You wouldn’t believe that 89% of consumers read business responses to reviews. It’s true!
Meaning, don’t write or reply to anything you wouldn’t want published on the front page of the Sunday Times. Hmmm kay!
6. The Whole Enchilada
Other awesome benefits showcasing your online reviews bring are of course, ① a form of free advertising for your business, ② a strong search engine influence (the more your business is mentioned online, the higher it ranks), ③ an increase in shopper confidence (reviews build brand trust which leads to more sales), ④ a chance to directly respond to negative reviews (which builds even stronger customer relations), and ⑤ the perfect occasion to reply to positive and negative reviews (this demonstrates you’re interested in what your customers have to say).
Conclusion
There is no denying displaying customer reviews on your online store could potentially lead to a bag full of cash.
Don’t be shy, share all that positive feedback with loads of pride!!!
▶️ Hit play to discover HOW you can boost your online sales by leveraging the power of online customer reviews.
In this video I share the perfect customer review example to help you build trust and credibility with potential customers.
Watch the full video here:
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