Accompanying the rise of e-commerce is the rise of the customer review. Popular shopping sites like Amazon have set the trend with the ability to leave and read reviews for any purchase or service that a customer intends to make.
So why would it be an exception in making a large purchase, such as a swimming pool?
To help your customers choose your service as a pool contractor, it’s important to have customer reviews that they can refer to. But you don’t necessarily have to host these reviews yourself, there are other resources for that.
Here are some things you need to know about customer reviews, and the two best customer review portals that we recommend.
Rise of Review Relevance
Reviews are becoming increasingly important in making purchase decisions. Today, 61% of customers read reviews online before making a purchase decision. Now, it’s expected that any e-commerce site has a review section. In fact, a study has shown that as high as 88% of consumers trust online reviews as much as personal recommendations.
Most people read reviews with the intention of determining the quality of a business, product and service, and 39% of all consumers do so on a regular basis.
Is there a magic number for the number of reviews a consumer reads before making a purchase decision? While most are satisfied after reading 10 reviews, a growing proportion read more than 20 reviews. The more reviews there are, the more trust is fostered, although the authenticity of the reviews definitely play an important part too.
This means that reviews have to come from actual customers who are not paid or sponsored.
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The main selling point of Customer Lobby is that whether a customer leaves a review or not is not left up to chance. After installing their Direct Connect App to your e-commerce system, it is able to automatically sync with your customer data. They will then send ‘thank you’ notes that prompt for customer reviews. Not only that, they are able to analyze your past transactions in order to predict which customers would soon be needing your services again.
After completing a transaction, Customer Lobby automatically asks for a review. The syndication engine then automatically helps to build reach by sending your reviews or your reviewers to other review sites. There is also a high level of customizability, with personalized branding, postcards and emails sent to past customers that drive repeat business.
Guild Quality is a customer review portal meant for home builders, remodelers and contractors. It focuses exclusively on the contracting industry, and is a customer surveying software that triggers reviews from customers that are comment-rich, unbiased and valuable.
As a site, it is also highly ranked on search engines when customers do a search for contractor reviews, and is consistent in their ability to garner credible third-party reviews. Another strength as a third party review site, is that customers are more likely to give more honest feedback, without the pressure from the original vendor. It also offers internal reporting that gives you more detailed insight about how your customers really feel about your service, team and overall experience.
Once you have reached certain milestones – i.e. a certain number of positive reviews – it will also provide different seals of accomplishment that can be posted on your website. Customers browsing your site can receive additional reassurance of the quality of the service you’re providing.
Trust and credibility is built over the long-term. Give your customers’ online reviews a home which establishes your reputation using either of these two helpful sites. Doing so can help you reap rewards for your business in the new online marketing environment.
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