For small- to medium-sized enterprises (SMEs), customer reviews are the “new black”. In displaying reviews or testimonials on your website, Google My Business page and other social platforms, you are directly aiding potential customers in the decision-making process, making it a win for all parties involved.

According to a survey, 75.5% of respondents trust online reviews. This means if you aren’t listing any, you are losing out on consumer trust. In this article, we look at the various benefits of positive customer reviews, share ideas to help you get more reviews and provide tips to help turn negative feedback into a positive outcome.

KEY TAKEAWAYS

• Most consumers trust online reviews and showcasing them helps boost your brand’s credibility. 
• Fresh, relevant, online review content helps your site rank higher in search engines, increasing visibility. 
• Reviews reveal what your customers like or dislike, helping you improve products or services. 
• Repurpose them across social media, websites, and newsletters to strengthen your messaging. 
• Make negative reviews work in your favour by addressing them head-on, and learning from your mistakes.  
• Use online reviews creatively on your website to help them work harder for you.
• Partner with Domains.co.za for the fastest and most reliable Web Hosting, WordPress Hosting and Managed cPanel Hosting.

7 Benefits Of Customer Reviews

You are probably not the only company in South Africa selling the line of products or services that you do. While choice is great for customers, being confronted with multiple businesses promising they are the best in the business, creates a challenge for both you and your ideal customers.

Customer reviews help alleviate this problem for all parties, and can also do the following for your business:

1. Strengthen customer trust

No one wants to be the first to try something new without knowing it works. That’s where reviews come in. They give shoppers the peace of mind that others have tried, tested, and loved your product or service. Real reviews offer real reassurance, proving your brand’s credibility and showing that you’re not just all talk.

2. Get more clicks

A glowing review can be the final nudge a customer needs to take action on your site. People trust people more than ads, and when someone sees that others had a good experience, they’re far more likely to follow suit. The result? More clicks, leading to more sales.

3. Boost your Search Engine Optimisation (SEO)

Search engines favour fresh, relevant content, and reviews provide exactly that. Customer reviews help your site show up higher in search results, especially for long-tail keywords. That means more visibility, more traffic, and more potential customers landing on your page.

4. Stimulate business growth

Honest feedback isn’t just for show. It helps you spot what’s working and what’s not. Think of reviews as free market research straight from the source. You’ll find out what your customers love, and what you can do to step-up more.

5. Generate marketable content

Customer reviews don’t just have to live on the platforms they are posted to. You can use them in your social posts, sprinkle them across your website, or feature them in your newsletters. There’s nothing quite like a real customer doing the talking for you. It adds authenticity to your marketing efforts.

6. Reviews never sleep

Online reviews are available 24/7. While you’re sleeping, they’re building trust and guiding shoppers toward a decision. Also, these reviews are forever, and keep on working for you long after they’ve been posted. Similarly, negative reviews can stick around for ages, so be sure to address them accordingly. We provide some tips to do this later on in the article.

7. They’re searchable

Savvy consumers do their research. They don’t expect you to give the complete picture on your website and social pages because you obviously create the information. Instead, they turn to the World Wide Web for independent answers to their questions. Positive reviews boost your brand’s credibility and ensures that when people go looking they like what they see.

How To Get More Online Customer Reviews

You don’t go to all the effort of writing a review for every single product you buy, which means your customers won’t either. It’s only when we receive exceptional or appalling service that we naturally feel motivated to share it with the world.

So if you want to get more customer reviews, you have to actively pursue them. Here are some ideas:

1. Ask for reviews (the right way)

Customers aren’t mind readers. You have to ask if you want them to do something.  But make it personal. A personal email saying “We hope you loved your purchase – would you mind leaving us a quick review?” can work wonders. Timing is everything. Send the request shortly after delivery while the experience is still fresh. If you sell a product that promises results make a reminder to follow up again later. Sure, you can automate the process, but it is easier to ignore a bot than a human.

2. Make it quick and easy to do

The simpler the process, the more reviews you might get. Include direct links to your review platforms (Google, Facebook, your website, etc.), and offer a few options so customers can choose what works best for them. Less effort = more reviews.

IMPORTANT: Respond to all your reviews to show you appreciate the effort and have taken notice of the feedback.

3. Incentivise the effort (not just the praise)

People are busy, and sometimes they need a nudge. A small thank-you for their time like a discount code, entry into a giveaway, or a freebie can go a long way. Just remember: reward any review, not just the five-star ones. You’re thanking them for their time, not their opinion.

4. Blow them away with your service

Which kind of reviews will work harder for you do you think? The average kind like: “I’m satisfied with my purchase”? Or the personal kind like: “What a pleasure it was to do business with your company. Charles in sales was so helpful and I appreciate the free fridge magnet I received“? Go above and beyond and give your customers something to write great reviews over.

The Negative Review: 5 Tips To Turn It Around

It’s never nice to get a negative review. But unfortunately they happen from time to time. Ignoring them will only make it worse. However, addressing them head-on can help your image and perhaps even turn things around.

Below are some tips to handle negative feedback:

1. Respond quickly and politely

Don’t delay responding to a negative review. Thank the customer for their feedback, apologise if needed, and explain how you plan to make it right. A thoughtful response shows other potential customers that you care.

2. Take it offline when needed

If it is difficult to solve the matter online, invite the reviewer to talk privately. Move the conversation away from the spotlight. You’ll often find a resolution is easier (and friendlier) in a one-on-one setting.

3. Fix the issue and let them know

If a mistake was made, own it and fix it. Once you’ve sorted things out, politely ask if they’d consider updating their review. People respect businesses that learn and improve, and many will be happy to adjust their feedback once the issue’s resolved.

4. Learn and improve

Every negative review is a chance to learn, improve your product or service and grow as a company. Is there a recurring complaint? A service glitch? An issue with your product or its packaging? Use this feedback to improve your processes. Show your customers that you listen and adapt.

5. Balance negative reviews out with positives ones

A company is run by humans, and it is only natural that mistakes can happen which can upset a customer and lead to that awful review you simply can’t talk your way out of. But it doesn’t need to be your story. Continue with the hard work and put in the effort to obtain additional reviews to balance out the odd bad review, which will improve your overall rating.

8 Creative Ways To Display Reviews And Testimonials On Your Website

You’ve put in the effort and people are writing reviews on platforms like Google, Facebook and Hello Peter. Now what? Here are some ideas as to how you can make good customer reviews work harder for you on your website:

1. Feature customer reviews on your homepage

Highlight standout reviews in a bold, eye-catching section. A rotating slider of testimonials can add personality and instantly build trust.

2. Create a dedicated “Reviews” or “Testimonials” page

Give happy customers a space of their own. A well-organised reviews page can boost credibility and help with SEO too.

3. Add reviews on relevant products’ or services’ pages

Place relevant reviews right where customers are learning more about a product or service. This can help to drive conversions. It’s like having a personal recommendation at just the right time.

4. Use customer quotes as visual elements

Break up your page design with bold pull-quotes or post-it-style testimonials to draw the eye and add a human touch.

5. Turn reviews into case studies, success stories, and before and afters

Did you receive a review that has a good backstory? Or maybe a customer said that your product made a visible difference in their physical appearance or DIY project? Contact these customers directly and turn their reviews into something more tangible to show how your product or service can make a difference.

6. Add star ratings to product listings

Display star ratings directly on product thumbnails or category pages to give visitors a quick sense of quality and encourage clicks.

7. Use video testimonials

Short video reviews from customers can be incredibly persuasive, especially when shared on your home page or landing pages. These might be harder to obtain, but loyal customers who have become top fans of your brand may be more inclined to do this for you. Ask – you have everything to gain.

8. Highlight reviews in your blog or landing page

Writing a blog about a service or new product? Or want to add proof to a landing page? Consider adding feedback you’ve received from customers to support your unique selling points and encourage potential customers to take action.

At Domains.co.za, we is passionate about SMEs in South Africa and therefore enjoy sharing helpful tips like these. Partner with us for the best in hosting, top Domain Names and number of value-added solutions.

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