Increasing your positive online reviews can make more impact than any bedazzled marketing campaign ever could. The fact is, what others have to say about your business is taken more seriously than what you have to say about your business. A remarkable 98% of customers read reviews before making a purchase, revealing just how powerful social proof is in guiding buyer decisions. Review platforms like Google, Yelp, Trustpilot, and industry-specific review sites all play crucial roles. Strategically using a variety of these channels can expand your reach and boost your credibility online.Â
Despite the benefits, many businesses face real challenges when it comes to gathering customer reviews. Low response rates, fears of negative feedback, and the overwhelming task of managing reviews across multiple platforms can make the process feel daunting.Â
Through our experience working with thousands of service brands, we’ve accumulated the best tried and tested strategies and expert tips that have been proven to increase the volume of reviews, foster positive customer relationships, enhance transparency, and manage feedback effectively. Whether you’re a small business just starting or looking to revamp your approach, these actionable strategies will set you up for review success.
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If you’re reading this, you likely already know that customer reviews are essential — whether you're in B2B or B2C, their impact is undeniable. For B2B companies, a single review can influence decision-makers, while in the B2C world, it’s consumers who rely on peer feedback to make purchasing choices.Â
But for the sake of clarity, let’s quickly recap why customer reviews should be a cornerstone of your business strategy:
While these benefits might seem obvious, consistently gathering and managing customer reviews is where many businesses struggle. Let’s explore how you can overcome these challenges and harness the full potential of customer feedback.
The most effective way to encourage customers to leave online reviews is to first provide an exceptional customer experience. When customers are delighted, they are far more likely to share their positive experiences online. On the AskNicely resource hub, we have a wealth of resources to help you improve customer experience, which in turn will drive more reviews. Check out these articles to get started:
Once you've nailed the customer experience, here are 15 actionable tips to help you get more reviews and build a strong online presence:
It’s simple: the easier you make it for customers to leave reviews, the more likely they are to follow through. Remove barriers by providing a direct link to your review page and minimizing the number of steps required. If customers can submit their thoughts with just a few clicks, they’ll be far more inclined to leave feedback.
Streamline the process by setting up automated review requests. Use tools like AskNicely to trigger review invitations shortly after a customer interaction. The timing of the request (ideally right after a purchase or positive service experience) can significantly increase response rates.
Incentivize your customers to write a review. While offering rewards for reviews is a great way to boost engagement and acquire new customers, ensure you’re doing so ethically. Instead of offering rewards for positive reviews, consider providing incentives for all reviews, good or bad. This shows customers that you value their honest feedback.Â
Social media is a powerful tool for building relationships with your customers and encouraging reviews. Regularly engage with your followers, respond to comments, and create conversations that prompt users to share their thoughts. By nurturing an active community, you'll be more likely to receive reviews organically.
Don’t be shy about showing off your great reviews. Display them prominently on your website, in marketing materials, and on social media. This not only boosts credibility but also encourages others to leave their own reviews, knowing their feedback will be valued and recognized.
To make it easier for customers to leave detailed reviews, provide templates or prompts. A simple structure or a few key questions can help guide the review and ensure it’s thorough, giving potential customers a clearer picture of your product or service.
After a positive interaction, follow up with customers via email, asking them to share their experience. Personalize the follow-up email, thank them for their business, and include a direct link to your review page. Make the request feel authentic, and remind them how much their feedback means to you.
Track which channels are generating the most reviews and analyze patterns. If certain platforms are producing more reviews, focus on those, and identify why they’re more effective. Use this data to refine your strategy and ensure you're investing your time and resources in the right places.
Integrating review widgets on your website is an easy way to encourage customers to leave feedback without having to leave your site. Displaying review widgets prominently will remind visitors that their opinions matter and prompt them to submit a review directly from your page.
If you’re running a brick-and-mortar business, include a request for reviews on invoices or receipts. Customers who have just made a purchase are in a prime position to provide feedback, especially if the transaction was positive. A simple “We’d love to hear your thoughts! Leave us a review” message can go a long way. For e-commerce brands, these review requests can be included on your digital receipts
SMS campaigns are a powerful tool for driving reviews, especially for time-sensitive requests. Texting a short, personalized message with a link to your review site can be an effective way to get quick responses. Just be sure not to overwhelm your customers with too many messages.
Integrating review requests into your loyalty program can be an effective strategy. Customers who are already invested in your brand through a loyalty program are more likely to leave positive reviews, and you can reward them with points or perks for their efforts.
Video testimonials add an extra layer of authenticity to your reviews. Encourage happy customers to record short video testimonials that you can share on your website or social media. Video content is highly engaging and can often feel more genuine than written reviews.
For physical stores, offering in-store tablets or kiosks where customers can quickly leave a review on the spot can be an effective way to gather feedback. Set up a simple review system that allows customers to leave a review before they even leave the store, ensuring you capture their thoughts while they’re still fresh.
Timing is everything when it comes to asking for reviews. The best time to request feedback is when a customer has just had a positive interaction with your brand (right after a purchase, a great customer service experience, or a product delivery). The customer is still in a positive mindset, making it the ideal moment to ask for a review. Make sure to request reviews soon after the experience, so it’s fresh in their minds.
By implementing these tips, you'll create a seamless experience that encourages customers to share their feedback, all while fostering a stronger relationship with your audience. Happy reviewing!
Managing and responding to customer reviews is just as crucial as collecting them. Engaging with business reviews, both positive and negative, shows customers that their feedback is valued and that you’re committed to continuously improving. When you respond thoughtfully, it not only improves customer satisfaction but can also build stronger loyalty and retention.Â
Here are 13 tips to help you manage and respond to customer reviews effectively:
Timely responses to negative reviews can prevent a small issue from escalating and demonstrate that you take customer concerns seriously. Acknowledge the issue, apologize for any inconvenience, and offer a solution. Responding quickly shows that you're committed to making things right.
When customers leave positive reviews, it’s important to express gratitude. A simple "thank you" lets your customers know that their efforts to share their experiences are appreciated. Publicly acknowledging positive feedback reinforces the behavior and encourages other customers to share their thoughts.
Every review, positive or negative, offers valuable insight into your business. Use customer feedback to pinpoint areas for improvement. If several customers mention the same issue, it’s an opportunity to enhance your product or service. Demonstrating that you’re making improvements based on feedback strengthens customer trust.
Avoid generic, cookie-cutter replies. Personalizing your responses shows that you’ve taken the time to read the review and genuinely care about the customer’s experience. Reference specific details in the review, and tailor your response to address the customer’s unique experience.
If a customer leaves multiple positive reviews or is a repeat buyer, acknowledge their loyalty. Thanking them for their ongoing support can deepen the relationship and make them feel valued. This can also encourage them to continue engaging with your brand.
Regardless of whether the review is positive or negative, always maintain professionalism in your responses. Stay calm, avoid being defensive, and address concerns with respect. A polite and professional tone will help maintain a positive brand image, even when handling complaints.
For negative reviews, it's essential to offer a clear path forward. If a customer had a poor experience, explain how you’re addressing the issue or offer compensation where appropriate. Providing a solution helps turn a dissatisfied customer into a loyal one.
Invite customers to reach out to you directly if they have unresolved issues or need further assistance. By encouraging a private conversation, you can resolve matters without airing grievances publicly. This also shows other potential customers that you're committed to offering support and transparency.
When mistakes happen (and they will), own up to them. Being transparent and acknowledging errors can humanize your brand and build trust with customers. If you can explain how you're working to prevent similar mistakes in the future, it reassures customers that you're dedicated to improving.
Avoid only focusing on responding to negative reviews. Acknowledging and thanking customers for positive reviews is equally important. This balance shows that you care about all feedback, whether it’s praise or constructive criticism, and fosters a healthy, open relationship with your customers.
When customers mention specific employees in their reviews, use the opportunity to recognize those team members. Publicly thanking employees for their great work not only boosts morale but also shows customers that you appreciate your staff’s contributions to their positive experience.
The tone of your responses should remain consistent across all reviews. Whether responding to praise or criticism, aim to keep your tone warm, professional, and courteous. This consistency helps to reinforce your brand voice and assures customers that they’re always treated with respect.
Automated responses might save time, but they can feel impersonal. Whenever possible, take the time to craft a thoughtful, tailored response to each review. Personal engagement shows customers that you value their input and are committed to delivering a high level of service.
By following these tips and engaging with your reviews effectively, you’ll build trust with your current customers and demonstrate your commitment to continuous improvement. When done well, responding to customer feedback can turn a one-time shopper into a loyal advocate for your brand.
As businesses strive to build their online reputation and customer trust, AskNicely is helping both B2B and B2C companies across various industries increase their positive reviews. AskNicely empowers businesses to collect, manage, and respond to customer feedback in real time. This results in higher review volumes, improved ratings, and more satisfied customers.
For instance, Schweiger Dermatology Group saw an impressive 3x increase in their positive Google reviews after implementing AskNicely. By automating review requests and optimizing the timing of their feedback collection, Schweiger Dermatology Group was able to significantly boost its online reputation and improve patient engagement.
Here’s how AskNicely can help your business generate more positive customer reviews:
AskNicely makes it easy to gather reviews by automatically identifying satisfied customers based on their interactions with your business. The platform sends personalized review requests at the most effective times, ensuring your customers are asked for feedback when they’re most likely to share a positive experience. This eliminates the manual effort of chasing down reviews, and allows you to collect more genuine and timely feedback, increasing both the quantity and quality of your reviews.
AskNicely consolidates customer feedback across multiple platforms such as Google, Facebook, Yelp, and industry-specific sites into one easy-to-manage dashboard. With all your reviews in one place, you can efficiently track, respond to, and manage feedback from different sources, ensuring you never miss an opportunity to engage with customers or improve your brand’s online presence.
AskNicely’s interactive and personalized surveys engage customers naturally, reducing survey fatigue. By offering conversational feedback requests, the platform creates a more enjoyable and authentic review process. Customers are more likely to provide genuine, detailed feedback, which can easily be turned into public testimonials. These engaging surveys help boost your response rates and ensure that the reviews you collect are both valuable and representative of your customer experience.
For businesses with multiple locations, maintaining consistent review quality across the board can be challenging. AskNicely helps by allowing you to customize review requests for different branches, ensuring that your brand standards and customer satisfaction are consistently high, no matter where the customer interacts with your business. This makes it easier to manage your online reputation across various locations and maintain a unified brand image.
One of the key features of AskNicely is its ability to activate frontline employees based on customer feedback. By linking customer satisfaction data directly to your teams, the platform ensures they are empowered to take immediate action on feedback. This improves the customer experience and creates a positive feedback loop where satisfied customers are more likely to leave reviews. With this system in place, your employees are motivated to continuously improve service and customer interactions, driving a steady stream of positive reviews and customer advocacy.
Whether you're a single-location business or a multi-location enterprise, AskNicely’s platform helps you create a cycle of improvement that results in more satisfied customers and more positive reviews.
