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Review Management

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How to encourage customers to provide feedback?

Customer feedback is an important marketing tool to power the online reputation of your business. It is no secret that online reviews can determine the success of your business and possess the power to make or break your brand.

While positive reviews are a testimony of your business's hard work and can help you win new customers, negative reviews are an opportunity for you to turn things around and build a long-lasting relationship with your customers. Online reviews, positive or negative, can potentially shape the future of your business.

Birdeye allows you to get feedback from your customers constantly. Here are a few tips to improve the performance of your review generation exercise and get more new reviews. 

5 tips to increase feedback from your customers:

  1. Don’t forget text when you are sending review requests to your customers. Review requests sent via email have a 3-5% conversion rate while for text, it’s three times more. In a nutshell, texts perform better as they have a 99% open rate. 95% of these are read within 5 minutes of being received.
  2. Capitalize on that ‘Wow’ moment – Customers are more inclined to write about their experience when they have just experienced the product or service. Make sure your review requests go out, as close as possible to the fulfillment moment.
  3. A personal request goes a long way to getting better results. When you meet your customers, let them know they would be receiving a request from your business for feedback. Don’t forget to tell them how important their review is for your business.
  4. Having small reminders in the form of a personal note from a business owner or a colorful poster in the waiting area can further help to reinforce how important their feedback is.
  5. With Inbox, you can slip in that request for review while you are still having a 2-way text communication with your customer. As simple as that!

Studies have confirmed that over 85% of consumers trust online reviews as much as personal recommendations. Therefore, always make it clear that your business is obsessed with customer feedback. 

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