A company’s online reputation is a crucial element in attracting new customers. Indeed, after the rating, the number of positive reviews is one of the most important factors for Internet users. On average, they consult 10 or more reviews before calling on a professional, which is why it’s important to implement a proactive review collection strategy to improve your online reputation.
Are you the manager of a company? Do you want to improve your organization’s image through relevant customer reviews? Here are five essential steps to take.
Warn your customers
In a world of oversolicitation, it’s crucial to capture your customers’ attention and get them tofill out your online review form. In fact, the average person is exposed to5,000 advertising messages every day, according to a study conducted by Yankelovich. To avoid having your message filtered out or forgotten among all the other solicitations, it’s essential to notify your customers in advance that they will receive an invitation from you to put in a review online.
As a professional who relies ontrusting relationships, you have a golden opportunity to discuss yourcustomer satisfaction process directly with your customers. By specifying the date, time and means by which you are soliciting this feedback, you give this information even more impact. This way, you can ensure that your message will not go unnoticed and that you will get a maximum of positive reviews to improve your online reputation.
Opt for the right collection method
Choosing the collection medium for customer reviews depends primarily on your strategy and the type of reviews you want to get. Immodvisor has noticed that the most effective tools vary by sector of activity, such as development, construction or real estate transaction. Each industry has its own specifics, so it’s essential to have tools tailored to your business to maximize the effectiveness of your review collection.
In general, there are three effective ways to collect reviews from your customers: viaemail, via SMS and using a mobile app used face-to-face. The latter is probably the most effective because it ensures that the notice will be filed directly, without the need for a later reminder.
Send the right message
To make your messageimpactful, it’s important to follow a few simple rules. First, opt for short text and a suitable tone. Also, make sure yourlink or CTA is visible and placed above the waterline. To humanize your message, don’t forget to sign it, preferably using the name of the collaborator who accompanied the client on their project. The subject of the email should also be attractive, but avoid racy titles that may land your email in the junk mail. In order for your client to open your email, they must be able to recognize thesender’s name. Finally, considering that the majority of emails are viewed on mobile, it is recommended to limit the subject line to 50 characters to make it easier to read at a glance.
Choose the right collection time
Immodvisor is truly a specialist in customer review collection and there’s a reason it’s used by nationally recognized companies like Spirit Real Estate, Lamotte Promotion, Cogedim, Foncia… After many years of trial and error, the Immodvisor teams have found that the sending of notice requests is more effective during the week, from Monday to Thursday, between 6pm and 8pm. This is because customers are usually done with their workday and are more available to give feedback. It is best to avoid soliciting them on Friday, the day before the weekend, as their minds are less focused and less likely to respond. However, the timing of collection may vary depending on your industry and the type of customer you are targeting. Therefore, it is recommended to adapt your strategy based on these factors. This means testing and learning your methods by measuring their impact on your customers and optimizing them.
Choose the right time to follow up with your customers
The final step inreview collection is follow up, which is sending a reminder to those who have not yet given their review. However, it is important to choose the right time to send this reminder. In general, the ideal time frame is between 7 and 14 days after the first email is sent. To maximize the chances of a response, the reminder should be sent during weekdays between 6:00 p.m. and 8:00 p.m., which are considered the best times to contact customers. Although reminding by phone is not recommended, it is possible to automate sending emails or reminder SMS. Finally, to improve your e-reputation, it is important to respond to reviews, as nearly 97% of Internet users read the responses.
