The data from our December 2016 survey shows that consumers want to see customer reviews for your services and products AND that they search for the nitty-gritty details in clients’ written testimonials –experiences and issues they’ve had, how you’ve reacted to complaints, consensus whether or not the product/service lives up for your promises and so on. Online customer reviews tell a narrative that consumers trust.
- 92 percent of consumers hesitate to make a purchase if there are no customer testimonials
- 97% say customer reviews factor into their buying decisions
- 32% state written reviews would be the one component Which Makes them think that the site’s reviews are relevant/useful
- 73% state written testimonials make more of an impression on these than star/number evaluations
- 94% generally read written reviews
- 35% state one negative review can make them decide not to buy
No Reviews, BIG Problem
If you have no reviews, 8% of people do not care. The other 92% care a lot.
The 32 percent who leave your website to do more research, they are probably not coming back. And, when you don’t have any customer reviews, you’ve established a barrier between customer and conversion. Customers who have had bad experiences are more inclined to leave reviews than individuals who have had a positive experience. Thus, you need to request happy clients to leave testimonials, which, admittedly, isn’t simple. Brian Patterson of Go Fish Digital provides ideas about the best way best to request and receive customer testimonials because he says that,”Out of the hospitality and food business, it can be a real struggle for businesses to acquire positive reviews.”
It is All in the Details
Not only are written reviews the most crucial element of consumer reviews:
94 percent of consumers typically read the written reviews and 73% state written reviews make more of an impression on these than the star/number ratings.
Also, 34% say they prefer to see a mix of positive and negative written reviews. You would expect some people to be happy and some, not so much. And that’s what folks prefer to view –testimonials that feel authentic.
When customers read written testimonials, 37% say they are primarily searching for details on reviewers encounters because those particulars help them decide if the product/service will suit their demands. 31% scan the reviews to search for descriptions of issues with the product/service.
The Trusted Source
Research shows that 88% of consumers trust reviews they locate online just as much as personal recommendations. Most customers do variable customer reviews in their buying decisions.
You can certainly do something about that. And based on Blake Morgan, thought leader on client experience, you should, as,”If you attempt to publicly repair the client’s issue, others are seeing and applauding you for your attitude.”
If You Sell Products:
64% of consumers state that Amazon is the best site for product testimonials. Most likely, you would rather market your products on your own website. It is simpler, cheaper (Amazon does take a cut) and if folks are on your site, you have no rivals vying for attention. But as our survey data reveals, product reviews help consumers and you may see some benefit from selling your products on Amazon. (Visit onlyreviews.com for various types of product review)
Should You Sell Services
42% say that Google is your best source of customer reviews for services. 34% prefer Yelp. Although Facebook is the most-widely used of their significant social networking platforms, only 7 percent say they go there to look for customer reviews.
Google encourages companies to ask their clients for reviews. Apart from helping your clients with their purchasing decisions, reviews are also crucial for local search engine optimization .
And then there’s Yelp. Yelp’s service centre for companies says:”Do Not Ask for Reviews. Do not ask anybody to review your company on Yelp. It’s that simple.” Yelp wants you to feel that if you provide excellent customer service, people will be be inspired to write great Yelp reviews for you. (Kinda like Google’s mantra: if you build good articles, links will only come–that pretty much happens NEVER! ) Yelp reviews don’t just happen and even once you figure out how to obtain a legit inspection, Yelp’s”useful” algorithm can filter them out.
An Added Bonus
Not only conduct customer testimonials have enormous influence on people who are researching products and services, they can also have an influence on your positions –that based on Jayson DeMers of Audience Bloom. In a Forbes.com article, he writes,”The number of positive reviews you’ve got on external sites might really have a bigger influence on your rankings compared to reviews on your site. That is because Google’s local search algorithm incorporates data from many of third-party directories and review sites.”
Online customer reviews tend to be as critical as photographs and product descriptions. Begin by asking your best customers to write reviews for you on Google and Facebook and invite them to provide detail in their written reviews. Tackle bad reviews immediately–always respond and convey your eagerness to help the unhappy customer. Read this article for examples how actual small business owners have effectively responded to negative reviews.