Do you know how important it is to have a good online reputation? We're going to talk about it here. One of the best ways to achieve a positive reputation is to ask every consumer for a customer review. Online reviews help build trust and credibility with potential customers. They provide valuable feedback and improve your visibility on search pages. But how do you encourage your customers to leave a review? In this article, we'll provide you with expert tips on how to get more Google reviews. From offering excellent customer service to simplifying the review process, we'll give you all our techniques. Let's get started!
Why is it important to ask every consumer for a customer review?
Asking for customer feedback is more than just a formality in today's world. It's a critically important strategic move for a number of key reasons. In this section, we'll explore in depth how collecting customer reviews can consolidate your position in the marketplace. We'll also look at its impact on your interactions with consumers.
Creating a climate of trust and authenticity
Nowadays, consulting customer reviews has become an essential step before finalizing any purchase. These testimonials are more than just ratings, numbers or percentages. They are concrete proof of your customers' experience and satisfaction. They build trust by exposing real experiences, offering an honest perspective on what your company offers.
Ask for customer feedback to influence purchasing decisions
More than just information, customer reviews have a real influence on purchasing decisions. Imagine you're looking for a new restaurant to dine at in town. You're faced with numerous options between the restaurant around the corner rated 3⁄5 and the one a little further down the road with negative reviews. Suddenly, an establishment with glowing reviews praising the quality of its cuisine and impeccable service. The latter could quickly tip the balance in its favor. The same process takes place when you're planning activities for a relaxing weekend. Customer reviews on tourist or activity sites can be decisive in your choice.
Improve online visibility
Actively soliciting customer reviews can also improve your online visibility. Search engines place a high value on companies with genuine, well-balanced customer reviews. These positive reviews reinforce your credibility and can improve your ranking in search results (SEO). Mapping platforms and online directories also regard reviews as trust signals, drawing more attention to your company.
Improve your customer experience
Customer reviews, whether positive or negative, are invaluable sources of feedback. They can stimulate continuous improvement of your products and services. Positive feedback reinforces your strengths, while negative comments offer opportunities for improvement. By taking these opinions into account, you can tailor your offering to your customers' needs, strengthening your competitive edge in the marketplace.
Customer review platforms and their specific features
Customer review platforms are invaluable for building and maintaining a solid online reputation. By examining their specific features, we'll discover how they stand out in the world of online commerce.
Google Reviews
Target audience:
Google Reviews reaches a vast audience of information-seeking consumers. They want guidance before making purchasing decisions. Whether for restaurants, local services or online businesses, Google is often the first port of call for information.
Shops present :
Almost every business has a Google presence. If you haven't created your Google My Business page yet, don't wait any longer! You can find restaurants, stores, local businesses, online services and more.
Notice format :
Reviews on Google Reviews are generally accompanied by ratings ranging from 1 to 5 stars, as well as detailed comments. Users can rate different aspects of their experience. These include service, product quality and ambience.
Registration :
Create a Google My Business account: Start by creating a Google My Business account for your business. Claim your Google My Business listing: Search for your business on Google and claim your listing. Then customize the information displayed.
Request a customer review with a direct link :
Encourage reviews: At the end of a transaction or experience, invite your customers to leave a review on Google Reviews.
Use the Google short link: Take advantage of the short link generated by Google My Business to direct customers directly to the reviews section.
TripAdvisor
Target audience:
TripAdvisor is frequented by travelers from all over the world, looking to plan their getaways based on authentic reviews from other travelers.
Shops present :
A variety of tourist establishments such as hotels, restaurants, tourist attractions, travel agencies and local guides.
Notice format :
TripAdvisor reviews take the form of numerical ratings (from 1 to 5 stars) accompanied by detailed comments. Users can rate aspects such as quality of service, cleanliness, location and overall experience.
Registration :
Create a business account: Start by creating a business account on the TripAdvisor platform.
Request a customer review via a link :
Use the "Write a review" widget: Integrate the "Write a review" widget on your website to make the evaluation process easier for your customers.
Share direct links: Generate direct links to your establishment's page on TripAdvisor. You can include them in your follow-up emails or marketing materials. Such a link directs customers to the place where they can leave their reviews.
Airbnb
Target audience:
Airbnb caters primarily to travelers and hosts offering unique accommodations, guest houses and local experiences.
Shops present :
Airbnb hosts, whether they offer a guest room, a complete apartment or original experiences. They seek to attract the attention of travelers looking for authentic experiences.
Notice format :
Airbnb reviews take the form of ratings (from 1 to 5 stars) accompanied by detailed comments. Travelers rate the accommodation, location, cleanliness, communication with the host and overall experience.
Registration :
Create a host account: Start by creating a host account on Airbnb.
Complete your profile: Fill in all the details of your accommodation, add photos and describe what you offer.
Booking.com
Target audience:
Booking.com targets an international audience of travelers looking to book accommodations of all kinds around the world.
Shops present :
Booking.com encompasses a variety of establishments: hotels, apartments, guest houses, inns, resorts and much more.
Notice format :
Reviews on Booking.com include numerical ratings (from 1 to 10). Various aspects are taken into account. For example: cleanliness, comfort, location, value for money and facilities.
Registration :
Create a property account: Start by creating a property account on Booking.com. Add your property details: Fill in all the necessary information about your property, including photos and descriptions.
Get a direct link to notices :
Use the link to your property page: Booking.com provides a direct link to your establishment's page where customers can leave their reviews.
Explore these platforms carefully to determine which are best suited to your business and industry. By maximizing their potential, you can strengthen your online reputation, influence purchasing decisions and build strong relationships with your customers.
Trustpilot
Target audience:
Trustpilot caters to a wide range of online consumers looking for unbiased company information.
Shops present :
All kinds of companies, from small startups to major brands, are present on the platform.
Notice format :
Trustpilot reviews are rated on a scale of 1 to 5 stars, with detailed customer comments. Companies are rated on aspects such as product quality, customer service, delivery and overall experience.
Registration :
Create a company account: Start by creating a company account on Trustpilot. Verify your company: Once registered, verify your company by providing official information and documents.
Get a direct link to notices :
Include a link on your website: Add Trustpilot icons or links to your site to encourage customers to leave reviews.
By exploring these customer review platforms and following the steps to register and link directly to reviews, you can leverage their potential to strengthen your online reputation, influence purchasing decisions and build strong relationships with your customers.
The most common methods for requesting a customer review
Email: Automatically send an email to solicit feedback
Sending automated e-mails to solicit feedback is one of the most common methods of obtaining customer opinions. This approach is remarkably simple and effective. Here are a few possible techniques for implementing this strategy and encouraging your customers to share their experiences.
Techniques for collecting customer e-mail :
- Physical stores: Offer customers the opportunity to provide their e-mail address at checkout in exchange for discounts or future benefits.
- Restaurants: Place QR code business cards on tables. They allow customers to scan and leave their e-mail address in exchange for special promotions.
- E-commerce: Use non-intrusive pop-ups to invite visitors to subscribe to your mailing list.
Steps for requesting a customer review by e-mail :
- Choose the right time: Send your review request shortly after your customer's experience with your product or service. This ensures that the experience is still fresh in their minds.
- Personalize the message: Write a personalized, engaging e-mail, expressing your gratitude for their purchase. Emphasize the importance of their opinion. Explain how their opinion could help other customers in their decision-making.
- Include a direct link to the review page: Include a direct link to the page where your customers can leave their review. The simpler the process, the more likely they are to share their opinion.
- Highlight the benefits: Highlight the benefits of leaving a review. Mention, for example, the continuous improvement of your service or the possibility of contributing to a community of informed buyers.
- Be grateful: Express your gratitude for their time and participation. It shows you appreciate their commitment.
- Optimize for mobile: Make sure the e-mail is optimized for easy reading on mobile devices. After all, many users check their e-mails on their phones.
SMS: The art of asking for customer advice in a nutshell
Sending review requests by SMS is an effective approach to getting quick feedback from your customers. SMS is widely consulted, making it a preferred channel for soliciting reviews. Here's how.
Advantages of collecting SMS notifications :
High open rate: SMS messages have a considerably higher open rate than e-mails. SMS ensures that your notification request is seen by a large number of recipients. Reactivity: SMS messages are often read within minutes of receipt. This can lead to rapid responses from customers. Accessibility: SMS messages don't require an Internet connection, enabling you to reach a wider audience.
Method for collecting SMS notifications :
- Get consent: Make sure you get your customers' consent to receive SMS before soliciting them for notifications. This can be done at the time of purchase or registration.
- Segment your list: Divide your contact list into relevant segments. This can be done according to purchase history, preferences or any other relevant criteria.
- Personalize the message: Write a short, personalized message. Include the customer's name, your company name and a request for feedback.
- Provide a direct link: Include a direct link to the page where customers can leave their review. Be clear and brief: Limit your message to a few sentences to ensure quick reading and easy comprehension.
Sample message:
"Dear [Customer Name], We hope you enjoyed your experience with [Company Name]. Could you please take a few seconds to leave us an honest review? Your opinion counts! Click here: [Link to review page]. Thank you for your support!"
Follow-up:
Follow up to thank customers who have left a review, and continue to nurture the relationship. Also make sure you respect confidentiality rules and don't send unsolicited messages.
Social networks: A single message broadcast to an entire community
Social networks offer a powerful way of soliciting opinions from a large audience in a single message. Here's how to exploit this approach.
Advantages of collecting reviews on social networks :
- Extended reach : Social networks enable you to quickly reach a large number of people, including your subscribers and their networks.
- Engagement: Social network users are familiar with online interaction, which can encourage participation and opinions.
- Easy to share: Your subscribers can easily share your review request with their own network. This way, you can increase your organic reach.
Method for collecting reviews on social networks:
- Choose the platform: Identify the social platforms most relevant to your business, where your target audience is.
- Write a friendly message: Create a simple, engaging message. Mention that you value your customers' opinions.
- Include a compelling visual: Grab attention with a compelling image or video associated with your notification request.
- Add a call to action (CTA): Encourage users to leave a review by adding a link to the review page of your choice.
- Plan the timing: Publish your message at a time when your audience is most active to maximize engagement.
- Use hashtags: Use relevant hashtags to increase the visibility of your message to a wider audience.
- Encourage interaction: Respond to comments and messages to encourage interaction and show that you value feedback.
Sample message:
"Your opinion counts! 🌟 Help us grow by sharing your experience. Let us know what you liked and how we can improve. Click here to leave a review: [Link to review page]. #CustomerReview #YourCountReview"
Follow-up:
Stay alert to comments and messages received. Respond promptly and positively to comments left on your publication. Thank participants for their contribution.
NFC and QR Code: For live commentary
Technologies such as Near Field Communication (NFC) and QR codes offer an innovative approach to soliciting opinions in real time. Here's how to take advantage of these methods:
Advantages of collecting reviews via NFC and QR Code :
- Instantaneous: Users can leave a review immediately after their experience, guaranteeing fresh and accurate feedback.
- Ease of use: NFC and QR Code processes are simple for users, requiring only a compatible device and a click.
- Tactile interaction: These methods offer a tactile and interactive experience, which can increase participation.
How to collect reviews via NFC and QR Code :
- Create your own NFC or QR Code access point: Design and print visual media (posters, stickers, cards) with a clearly displayed NFC or QR Code.
- Place them strategically: Position these holders in strategic locations, such as checkout counters, tables, or exit areas.
- Explain the process: Briefly tell customers how to use NFC or scan the QR Code to leave a review. Leave a direct link: Make sure the NFC or QR Code leads directly to the review page, minimizing the necessary steps.
Follow-up:
Regularly check that your NFC and QR Code supports are in place and in good condition. Ensure that customers have a smooth experience when using these methods to leave reviews. Respond quickly to feedback and express your gratitude to customers who have taken the time to share their opinion.
Digital content: or how to go from physical to digital
The transition to digital has opened up new opportunities to seek customer feedback at every point of contact. The use of digital content can facilitate the process and offer unique benefits. Here's how you can exploit this method.
Advantages of collecting opinions via digital content :
- Greater accessibility: Customers can leave reviews at any time, from anywhere, using their digital devices.
- Personalization: Digital tools can be used to create personalized forms and questionnaires to gather specific information.
- Automation: Digital systems can automate much of the process, from sending requests to compiling notices.
How to request a Google review via digital content :
- Choose a platform: Opt for an online review collection platform that offers personalization and automation features.
- Create a form: Design an online form or questionnaire with targeted questions to obtain relevant information.
- Integrate the request: Include the link to the form in your digital communications, such as follow-up e-mails, newsletters or messages on social networks.
- Segment requests: If you have different types of customers or specific offers, segment notification requests for optimal personalization.
- Automate follow-up: Set up automated reminders to encourage customers to fill in the feedback form if they haven't already done so.
- Analyze feedback: Use the data collected to analyze trends, identify areas for improvement and reinforce your strengths.
Follow-up:
Make sure the link to the review collection form is correct and works on all platforms. Monitor response rates and make adjustments where necessary to improve customer engagement. Use feedback to adjust your strategies and improve the overall customer experience.
When should I request a customer review?
At checkout: To request a Google review of your experience
Requesting a Google customer review at checkout can be an effective strategy for gathering feedback on the purchasing experience. When the customer has finalized their purchase and is about to leave your business, restaurant or store. That's when their satisfaction is fresh in their minds. Take advantage of this opportunity to ask for feedback. Focus on the overall experience and the quality of service you've provided.
How to proceed :
A. Integration into the checkout process If you have an e-commerce site, add an extra step in the checkout process where you ask the customer if they'd like to leave a review of their experience. Make sure this step is easy to locate and complete.
B. Using an automated sequence If you have your customers' e-mail addresses or telephone numbers, send them a message shortly after their purchase. In this message, thank them for their purchase and encourage them to leave a review of their experience.
C. Reminder of the importance of reviews Briefly explain how customer reviews influence other potential buyers and help improve your services. Let your customers know that they are a trusted third party and that they are helping you to increase your conversion rate. By using these techniques, you can maximize the chances of getting positive customer reviews. This can help boost your online reputation and encourage other potential buyers to place their trust in your company.
A few days later : For a return on the purchased product
Asking for a customer review a few days after purchase gives your customers time to test the product and familiarize themselves with its features. This enables them to provide a more precise and detailed opinion of the product. This approach is particularly relevant for companies offering physical products, services or software. These require a certain amount of time to be fully evaluated.
How to proceed :
A. Send an automated e-mail asking for customer feedback Send an automated e-mail to your customers a few days after their purchase. In this e-mail, ask them to share their opinion of the product or service they purchased. Be sure to provide a direct link to the page where they can leave their opinion.
B. Highlight product benefits Remind customers of the specific benefits of the product or service they have purchased. This can encourage them to reflect on their experience and share their impressions.
C. Encourage detailed feedback Ask customers to provide specific details about their experience with the product. Ask targeted questions to obtain in-depth information.
D. Highlight the value of reviews Explain how reviews from customers like them help other buyers make informed decisions. This can encourage customers to share their opinions to contribute to the community. Asking for a review a few days after the purchase shows that you're interested in your customers' opinion of the product they've bought. It also shows that you value their post-purchase experience, which can reinforce their trust in your company.
When contacting customer service: To prove your responsiveness
One of the best times to ask for customer feedback is when a customer has had direct contact with your customer service department. This could be after a problem has been solved, technical assistance provided or a question answered. By requesting a review at this time, you demonstrate your commitment to customer satisfaction and your responsiveness to solving problems.
How to proceed :
A. When solving a problem or providing support, take the opportunity to ask the customer if they would be willing to share their experience. This can be done by e-mail or in a live chat.
B. Show gratitude Sincerely thank the customer for contacting your customer service department. Express that their feedback is valuable for continually improving your services.
C. Provide an easy-to-access link Make sure you provide a direct link to the platform where they can leave their review. Make it easy for them by giving clear instructions. When you ask for feedback after contact with customer service, you show that you value the customer's opinion even after they've interacted with your company. This can create a positive impression and reinforce the customer's trust in your service.
Send reminders to leave a customer review : The importance of follow-up
Asking for customer feedback doesn't end with a simple initial request. Follow-up and reminders are essential to maximize response rates and obtain reviews. After requesting a review, it's a good idea to send subtle reminders to customers to leave their feedback. This shows that you value their opinion and that their feedback matters to you.
Here are some strategies for sending effective reminders:
A. Personalized reminder e-mails Send a friendly reminder e-mail a few days after the first request. Use an engaging tone and remind them of the importance of their feedback in improving your service.
B. Push notifications If you have a mobile app or messaging platform, use push notifications. They're an easy way to remind customers to leave a comment. These notifications are particularly useful for reaching customers who use your app frequently.
C. SMS messages If you've collected your customers' phone numbers, send them SMS reminder messages. Make sure the message is short, direct and engaging.
D. Social media reminders Use your social media accounts to send friendly reminders to your subscribers. Create engaging content that encourages customers to leave a review. Follow-up and reminders are crucial to increasing participation and obtaining ongoing customer reviews. By showing that you value their opinion and offering incentives for their engagement, you can create a culture of positive interaction with your customers and strengthen your online reputation.
Reminder of platform regulations concerning customer reviews
When collecting customer reviews, it's essential to comply with the rules and regulations laid down by the various platforms and authorities. Here are a few key points to bear in mind to ensure that your approach to obtaining reviews remains compliant and ethical:
Don't offer discounts for leaving customer reviews
Some companies may be tempted to offer discounts, rebates or benefits in exchange for positive reviews. However, most review platforms prohibit this practice, as it can distort the true perception of reviews. Offering a reward in exchange for a positive review can compromise the authenticity of testimonials and damage consumer confidence.
Never allow a falsified or false customer review to be requested
One of the main challenges in collecting customer reviews is to guarantee their authenticity. It's imperative not to solicit fake reviews or artificially create them. Review platforms take these practices very seriously. They can take drastic action against companies that break this rule. Reviews must be an honest reflection of the real customer experience. By respecting these rules, you ensure that your customer reviews are reliable, authentic and in line with platform standards. This helps to maintain consumer confidence and strengthen your online reputation in a positive, transparent way.
