Most business owners are aware of the importance of getting more positive online reviews. Even teenagers fully understand the importance of online ‘likes’ to boost their popularity. Of course, in the world of business, the concept of online reviews is more complicated. But essentially, it all comes down to one thing—online brand reputation. While we dedicate time to online review management and increasing the number of reviews we receive, few people consider why customers leave reviews in the first place. Not everyone is looking for a freebie when they write a review, and understanding the motives can help improve your online marketing strategy. Let’s take a closer look at seven reasons why customers leave reviews.
7 Reasons Why Customers Leave Reviews
1. Customers leave reviews because they want to share
The idea of being to help someone else is the top reason people want to leave reviews. A Trustpilot study showed that 67% of U.S consumers left a review because they wanted to share their experience. In Europe, 65% of people wrote a review because they wanted to impact other people’s purchasing decisions positively. Many business owners realize that most people want to leave reviews, but they forget. Very often, a simple request is all you need to start getting more reviews. At the end of the article, you’ll find out about some easy ways to start getting more reviews.
2. Customers leave reviews to say thank you
Many customers leave reviews to say thank you when they get excellent customer service. But if you want to get praised in your review, look at ways you can improve your customer experience. Remember that your customer’s experience isn’t restricted to making a sale. It starts from the very first contact your customer has. And ends well after the actual sale—hopefully in the form of an excellent review that you reply to. Remember that many of your customers are stressed, tired, and overwhelmed. So, having an outstanding experience with your business could completely change their day. And for this, they want to say an honest thank you.
3. Customers like to help companies improve
Sometimes, a negative review isn’t a bad thing—if you also get plenty of positive reviews. A review that isn’t five stars keeps a business on its toes. Businesses that are continually looking to improve their service will note criticisms and find ways to make their product better. Of course, it is almost impossible to please everyone, and every person’s expectations are different. Some people complain for the sake of complaining. Some people just had a bad day and decided to vent their frustration. However, the vast majority want to see your company do well, and they offer advice. Don’t be disheartened by a few negative reviews—they give your brand social proof.
4. Customers want to be heard
Whether what must be said is good or bad, people want to get their opinions out there a lot of the time. Customers have formed an opinion about your product or brand, and now they want to be heard. They want their views to be read and respected. And customers love it when someone listens to them. So, their satisfaction increases more when you comment on their review. This engagement allows the customer to feel appreciated.
5. Leaving reviews increases their sense of belonging
Thanks to social media, it’s never been easier to feel part of something. Many customers will leave a review because they see that others are leaving reviews. They then get the sense that they belong to something. After all, if hundreds of others have left reviews, why shouldn’t they do the same. Furthermore, when consumers see others doing something which is considered correct—like leaving a positive review—they are more likely to copy the behavior. This psychological phenomenon is known as social proof.
6. For the ‘5 minutes of fame’
This is still a relatively new way of leaving reviews, but video reviews are quickly becoming popular. Considering how many people love watching videos, they are ideal for people to learn about a product or service. At the same time, reviewers can be seen and heard. When you search on YouTube for “product review,” there are nearly 38 million results. If someone has taken the time to video review your product, take the time to thank them for the video testimonial. Studies show that 64% of consumers are more likely to purchase a product after watching a video review.
7. Customers leave reviews because they are frustrated
Some people leave negative reviews because they had a bad customer experience, and they are angry. The point of their review might be to prevent others from making the same mistake. How should you respond to negative reviews? There are two things to keep in mind:
- Acknowledge the customer’s feelings
- Offer to resolve the issue in a polite and tactful way
Responding appropriately to negative reviews is one crucial way to improve customer experience. The worst thing you can do with a negative review is to ignore it.
The Importance of Online Reviews and Creating Trust
Review sites are getting much smarter at spotting fake reviews, leading to an increase in readers trusting what they read. Studies show that 91% of people trust online reviews as much as personal recommendations. We are far more likely to read a review before purchasing than ever before. Reviewers have no reason to lie. It’s a combination of stars and reviews that encourages a customer to trust a business. Most people won’t buy something if it has less than a four-star rating. However, a reader has more trust in a lengthy 4-star review than a 5-star review with no words. For a customer to trust a review, it must be recent. Once a review is older than three months, it tends to lose its relevance.
Proactive Steps to Take Towards Managing Your Customer Reviews
Online review management is essential but time-consuming. It includes everything from monitoring the statistics of your reviews, responding to each one, and finding ways to increase your positive reviews. Your business should be on review sites such as Google My Business, Yelp, and in the U.S. the Better Bureau Business site. It should also be on as many social media sites as possible—with Facebook being the top site of social media review sites. While it is possible to do all of this yourself, you’ve probably got better things to do with your time. What’s the solution? Online review management software such as Starloop. Our review management solution takes hard work out of getting more reviews. Your customers receive a friendly invitation to leave a review. Starloop members have found that this simple strategy significantly increases the number of reviews they receive. Getting more reviews helps improve customer engagement, boost your rankings in local search results, and increase your revenue. Can you afford not to have a strategy to get more reviews?