Today, online businesses are making their active presence on diverse platforms, like social media, reviews sites and blogs. This has helped business to create awareness about their goods and services, aiding people and building personal relationship with them. It has given opportunity to customers to share their experience worldwide about products and services availed.
Some people might give positive reviews, however others may not satisfied with your services and give negative feedback. Having positive reviews build a good reputation of a business whereas a negative comment can spoil your image in a blink of a second and decreases ecommerce conversion rate.
Therefore, it is essential to ensure delivering great experience to your customers. Also, it is vital to drive positive reviews and deal with negative feedback gracefully. This article is a great help to learn these tactics. So, let’s get started!
How to drive positive reviews to your E-Commerce store and handle negative reviews:
1. User-friendly review section on website
Visit amazon.com and you’ll see how user-friendly is their product review page. Make sure that the process of customer reviews on your website is simple and easy to understand so that users can give their feedback easily. Also, add direct link to social media platform or customer review website.
You can even ask your customers to visit your website and give feedback while talking with them on phone.
2. Ask customers for Reviews:
Ask customers politely to share reviews on your website. The success of your business depends on the reviews shared by your esteem customers. So, never miss the opportunity to get the reviews from satisfied customers.
3. Do not lure your customers, ask for genuine reviews on your website
Ensure you ask customers to post their reviews on your website in an ethical manner. Never lure them by offering a great deal for giving a positive feedback. Some customers would actually post that you tried to lure them for posting reviews and this would show you in an unethical light!
4. Follow up Reviews:
One of the most effective and incredible yet simple ways of getting your customers to put forth their reviews is by doing a follow up after the sale. When a customer visits your E-Commerce store and makes a purchase, you can do a follow up and send an email, thanking them for purchasing products and ask to post review as well.
5. Assess the review:
On getting a negative review, especially if it is for the first time, do not make mistakes like getting defensive, angry, apologizing to customer profusely or criticizising back on his condemnation. However, it is important to assess the review and take necessary actions to maintain cordial relationship with your customers. You can also use review generation softwares to generate and monitor all the reviews.
6. Address the review in a practical manner:
Once you receive a negative review, it is vital that you review it in a practical manner and reach out to that customer in an authentic way. Never try to be rude or accuse your customers. This will form your negative image among users and you will be attracting more negative reviews.
Getting positive feedback of customers is essential to form a brand name and building their reliability. Follow the given tips and achieve desired results.
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