How To Collect Customer Reviews in 2024

The digital age has prospective buyers doing thorough research before making a small purchase. We all know how to go through Amazon products and look for the one with the most or most favorable reviews. This suggests that customer reviews influence prospects' buying decisions by enhancing your trust in your brand.

A striking statistic from a BrightLocal study reveals that 87% of consumers read online reviews for local businesses in 2020, up from 81% in 2019. This surge underscores the escalating relevance of reviews in the consumer decision-making process.

Reviews offer invaluable feedback. They help you understand your customers' needs and pain points. And let's not forget the SEO boost. Search engines love fresh, relevant content, and reviews enhance your online visibility and credibility.

But how do you tap into this goldmine of insights and credibility to collect customer reviews? That's where we come in.

Using different ways to get reviews is critical. It helps businesses see the whole picture of customers' thoughts, allowing new buyers to make more intelligent choices. 

Now, let's look at easy and helpful ways to get more reviews and improve your business.

» Never Miss Out Post-Purchase Emails

This is the bread and butter of the review collection. After a customer makes a purchase, send a follow-up email a few days later asking for their feedback. 

You must send it on time, within days of purchase. This can thus increase the likelihood of gathering valuable feedback.

› Here are the reasons why this approach works:

1. Timing is key: When collecting customer reviews, remember that they are more likely to leave a review when their experience is fresh in their minds.
   
   
2. It's expected: People are used to receiving post-purchase emails. So they might not ignore this email. We say this because post-purchase emails have a 217% higher open rate than traditional emails.
   
   
3. It shows you care: Asking for feedback shows you value their opinions and are committed to improving their experience.

› Here’s how you make it work:

1. Personalization: Mention the customer’s name and the specific product or service they purchased to increase customer engagement and response rates.
   
   
2. Simplicity and Clarity: State the purpose of the email clearly and include a direct link to the review platform. This will remove barriers to leaving a review and make the process as straightforward as possible.
   
   
3. Incentivization: Offer them a small incentive, like a discount on future purchases or entry into a giveaway. Research also suggests that incentivization increases the chances of completing a survey by 30%

» Social Media Engagement: Tap into the Conversation

You don’t just use social media for broadcasting. Instead, customers and prospects should be involved so they can share their experiences. Hence, it should be a two-way street since social media has changed the customer feedback scenario.

So, engage with your audience on social media, prompt them to leave reviews, or drive conversations around your brand or product. Encourage them to leave reviews and turn those conversations into valuable testimonials.

› Here’s why customer reviews on social media would work:

1. Be where your customers hang out: Most people are avid social media users. Engaging with them on these platforms shows you're invested in their online communities and value their opinions. You need this because 71% of consumers consider social media an influential factor when purchasing.
   
   
2. Amplify positive experiences: When customers share positive feedback on social media, grab that opportunity! This is an opportunity to showcase your brand's strengths, which can also encourage others to join the conversation.
   
   
3. Address concerns proactively: Social media helps you respond to negative feedback in real-time. Customers prefer a brand that responds to both negative and positive reviews. It shows how much you care about a good customer experience. This is also how you turn a detractor into a loyal advocate.

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› Here's what you can do to make the most of your social media to get reviews

1. Smooth the path to reviews: Provide clear and direct links to your review platforms in your social media bios, posts, and even your website. This should make it easy for customers to review your brand and leave feedback regarding their experience.
   
   
2. Host a Q&A session: Ready to brace the live audience? Then, Instagram Live or Facebook Live? This will provide you with live feedback which fosters a sense of engagement. Ultimately, you’ll build trust and customers will look forward to sharing their feedback.
   
   
3. Create a "Review us" highlight on Instagram: You know how to create highlights on Instagram, right? Dedicate a highlight section on your Instagram profile to showcase positive customer reviews. This acts as social proof for potential customers.

» Explore SMS Options

The global average of mobile screen time is 6 hours 40 minutes. This means people are always accessible with their phones. It is more than just calls and texts. So, think of the old option of sending text messages or SMS to users.

SMS marketing campaigns are a direct line to your customers. Text messages have a 98% open rate. This means your request for feedback is almost guaranteed to be seen, making it a powerful tool for getting those reviews rolling in quickly.

This method of collecting customer reviews works because it taps into people's habit of constantly checking their messages. Since we already have the customer information, including their phone number, we can use it to push the post-purchase SMS. 

Plus, SMS's simplicity and directness often lead to higher response rates. You're turning passive customers into active participants who are eager to share their experiences.

› Why do SMS campaigns for customer reviews work?

1. Unmatched visibility: Nearly every text message is opened, so the chances of a review request getting lost in the crowded inbox are close to none.
   
   
2. Instant engagement: SMS taps into people's habit of checking their phones constantly. This provides a frictionless way for customers to interact with your brand right after purchase.
   
   
3. Simplicity and directness: SMS messages are concise and encourage quick action. This will turn passive customers into active participants who’d be happy to share their experiences.

› When implementing this tactic for customer reviews, here’s what you can do:

1. Focus on when you send it to collect customer feedback. Ideally, this should be shortly after a purchase or service interaction since the customer's experience is still fresh in their mind.
   
   
2. Keep it concise with a short, clear message that directs users to the review platform.
   
   
3. Personalize it using the customer's name and reference their purchase.
   
   
4. When purchasing the product, obtain customers’ consent to send them marketing messages, including review requests.

» Incorporate Reviews into Customer Loyalty Programs

Turn the act of leaving a review into a rewarding experience for your customers. For this, you’ll need to integrate reviews into your loyalty or rewards program, which can motivate them to provide feedback. So, what are the tangible benefits that you can tie in here for customers who give a review? 

It’s a classic approach that taps into the psychology of positive reinforcement. Customers will feel valued and appreciated for their opinions, which will reward them.

› Here’s why loyalty programs would look better:

1. Incentivizes participation: Offering rewards transforms leaving a review from a chore into a win-win situation. It works for both you and the customer.
   
   
2. Encourages repeat business: Customers are more likely to return to your brand if certain rewards are attached to their loyalty and engagement.
   
   
3. Builds a community of advocates: Rewarding reviewers cultivates a sense of belonging. This will encourage them to become active promoters of your brand, spreading positive word of mouth.

› If you are looking to implement loyalty programs for reviews, here’s what you can do:

1. Exclusive access: If you have recurring customers, give them something special, something extra. For instance, they could have access to new products, special events, or exclusive discounts. This would make them feel like VIPs and reinforce their connection to your brand.
   
   
2. Tiered rewards: Think about how you can Implement a system where customers unlock greater rewards as they submit more reviews. The same goes for recommending reviews to others and incentivizing those who help you bring more such reviews. It can thus encourage ongoing engagement and incentivize customers to share their experiences regularly and also share more about your brand.
   
   
3. Points for reviews: Award loyalty points that can be redeemed for discounts, freebies, or exclusive perks in exchange for writing a review. This makes customers feel like their feedback is genuinely valued.

» Over To You

That’s it!

We've checked a few proven strategies and explored a diverse range of strategies for effectively collecting customer reviews, from leveraging the immediacy of post-purchase emails to tapping into the power of social media engagement and rewarding loyal customers.

Remember, the key is to make it easy, enjoyable, and rewarding for your customers to share their feedback. The above tactics will certainly help you get more customer reviews, which will contribute to fostering a community of brand advocates who feel heard, valued, and invested in your success.