DO YOU HAVE A REVIEW STRATEGY?
Don’t neglect your brand image, nurture it.
- Over 90% of consumers read online reviews, this percentage is even higher for Amazon
- When judging a product, the star rating is the #1 factor influencing purchase
- 26% of consumers think it’s important that businesses respond to reviews
- Around 7 out of 10 customers say their opinion was changed after a business responded to a review
- Potential buyers are more likely to make a purchase with brands that responded to negative reviews
SO WHAT ARE THE IMPLICATIONS?
eCommerce sales and product reviews go hand in hand; reviews have a direct impact on sales. Amazon reviews are seen by more people than on any other marketplace. As such, it is vital for Amazon businesses to know how to respond to negative reviews and even use them as an opportunity to gain more positive recognition as a brand.
Unique and personalized responses to negative reviews can have a greater impact than a positive review. This is because attending to individual customers adds greater value to the user experience. This also provides an opportunity to set yourself above competitors that are neglecting this.
TIP – TURN NEGATIVES TO POSITIVES!
Attending to negative reviews can really benefit your brand. From obvious benefits such as displaying great customer service, to benefits like gaining further insight into your brand. Negative reviews can be seen as an opportunity as opposed to a problem.
AN OPPORTUNITY, NOT A PROBLEM!
A negative review is an opportunity to show customers that you care; they matter and this is why you are listening to them. With increased online interactions on social media, customers have a greater overall expectation to be heard and responded to.
Reviews can be seen as cavalry for your brand. The more insights you have, the more you know about your brand and how different people perceive it. In turn, you can use this knowledge to improve your brand and grow it further. For example, you can eliminate the same or similar issues from reoccurring. In addition, you can identify new opportunities to improve products or create new product lines that address issues identified from customer feedback.
Negative reviews also propose an opportunity to build personal relationships with individual consumers. With the conversation started, you have the opportunity to build personal relationships further and support your customers. You can use this as a gateway to request their email or social profile to keep in communication with them. A good reason to request this would be to provide them with more value. For example, to see if the advice you gave them worked, to send them a discount code or to keep them updated with seasonal promotions. This then can lead to other positive effects such as positive word of mouth both online and offline.
Replying to critical reviews is vital in order to:
1) Maintain/build a strong brand image with positive social proof
2) Understand your customers
3) Improve products through feedback
4) Grow sales
Our strategies facilitate this and also help to grow new positive product reviews by around 30% of the product’s sales volume. This catalyzes more sales through increased click through rates and conversion rates. In turn, this boosts Amazon Rank so that your products rank higher for relevant search terms, increasing sales further through increased exposure. Our dedicated review strategies ensure that any damage to your listing by a negative review is minimized and positive reviews are maximized.
LETS DISCUSS THE WAYS THAT OUR TEAM CAN TAILOR STRATEGIES TO EXPLODE YOUR BRAND’S SALES AND GROWTH ON AMAZON