The crowded, competitive world of eCommerce is a continual fight for customers' attention. Where there are ways to get an edge they should be taken, especially if you are already leveraging your business’ reputation and first-class customer service.
Google reviews are a key tool in this field and can influence a customer’s decision to buy from you. Influential reviews that showcase the best of your eCommerce business act as an endorsed form of social proofing and build trust and credibility, serving as the modern-day word of mouth. Not only this but they’ll increase your reputation in search rankings too, so what are how can you ensure you get the feedback you deserve in the world of eCommerce:1. Claim your business profile on Google
You’ve got to get started somewhere. Claiming your free business profile on Google gives you the platform to showcase customer reviews where they can detail how impressed they are with your customer journey, how top your products are, and how your customer service can’t be beaten.
Ensure that you flesh out your profile with all the information needed to give your base for reviews a trustworthy feel and an official look. This can include information about your address, business hours, and perhaps most importantly for gaining traction from complimentary reviews, a link that can take consumers straight to your website landing page.2. Respond to reviews
Responding to customers can be enough to make them feel their opinions are being considered and their feedback is valued. This alone should be enough of a reason to encourage businesses to take time to write back, but there’s more.
It has found that t businesses that respond to reviews are 1.7 times more trustworthy than those who don’t, and those that don’t stand the risk of increasing customer churn by 15%. It pays to write back in more ways than one.
3. Share positive reviews across platform
Positive reviews that showcase the best of your eCommerce site need not stay solely on Google reviews. With the permission of the customer of businesses leaving the review, you should think about ways you can leverage the comments to win over a wider audience.
For example, curating positive reviews to be featured on your website or social media profiles in the form of case studies or testimonials will provide powerful social proofing for those who are yet to be won over or have perhaps discovered you via a different avenue.
4. Provide reminders
Sometimes customers need a nudge to go back and leave a review on how your product benefited them. It is massively unlikely a customer is going to leave a review immediately after purchase. They are far more likely to engage with the product for a few weeks or so before returning to leave their thoughts on how your business stacks up.
This makes sending review reminders an area you can optimise, and hitting milestones in the customer journey can be a trigger. Think of situations when a customer returns to your shop and makes a purchase, when they've used your service for a specific amount of time, or when they receive a discount from your eCommerce site. These are all good indicators they enjoy your products and services.
5. Make sure your customer journey is deserving of strong reviews
Perhaps the glaringly obvious tip for getting Google reviews that can help set your website apart is to give your customers a cutting-edge customer journey that they can write about. Cloud.IQ’s overlays offer a direct way to make your customer journey more engaging using personalised overlays that optimise key touch points throughout.
Using the overlays which can target areas that are highly susceptible to abandonment. Using the overlays, eCommerce businesses are able to nurture customers' desire to purchase by providing discounts in exchange for newsletter sign-ups, or even simply notify customers that they are yet to complete their purchase and offer them a direct way to return.
To learn more about creating a customer journey that continues to drive sales in different contexts, click below for a free trial of the Cloud.IQ platform.