The project comes to an end or you finalise a sale; the team jump for joy, pop the celebratory party poppers and tick it off as another one complete. Does it sound like a familiar scene in your building?
How many of you call the customer a couple of weeks later to make sure everything is running as it should be? Perhaps follow up with a post-project debrief phone call or ask for a review or potential case study?
A survey reports that 90% of consumers read online reviews before visiting a store, whilst 88% trust online reviews as much as a personal recommendation. Which is staggering. We really do live in a digital era!
What is a customer review?
For us, a full service design and digital marketing agency, once a project has been completed we ask customers to leave us an honest review or testimonial on Google or Facebook.
For any showcase pieces we get permission to feature the project on the ‘Our Work’ page of our website, which we may then go on to share across our social media platforms. Dependent on your industry, you may look to get reviews from sites such as Trustpilot, Yell, Checkatrade or Feefo.
It’s reported that if asked, approximately 71% of consumers will leave a review – so it’s always worth the ask!
Why are customer reviews so important?
The power of the Internet now allows people to decide if they will give you a call to find out more about your services, shop online for your products or pop into your store without even leaving their chair. Personal recommendations and referrals are what a lot of companies exist on, but statistics show that online reviews are just as important.
Personally, if it is a company or a brand that I am unfamiliar with then I will search for reviews, what other customers think, see if they have a website and social media channels before I delve any deeper and purchase.
And I’m not alone, 87% percent of people want to see three- to five-star reviews about a business before they even consider using them whilst customer reviews are nearly 12x more trusted than descriptions that come from manufacturers, which may be the reason why one negative review can cost a business 30 customers.
If that’s not enough, reviews are also great to help your Search Engine Optimisation (SEO) – Google relies on signals to help it rank websites, so when your site receives a review via GoogleMyBusiness, it acts as an endorsement of trust and in turn treats you to better visibility against your competitors who may not be seeking out reviews – it also helps to show that your company is a legitimate business, being visited or serviced by real customers.