Customer Reviews: Making the Ask is Important


With the ability to shop around for everything from televisions to healthcare services, reviews are more important than ever. As technology continues to expand, access to information is literally at our fingertips. I have stood in front of an object I was going to purchase and looked at a quick scan of reviews before making the final decision.

While more than 90 percent of small business owners say reviews are important to their business, building them up can be a timely process. And what about those bad ones? No one wants to be told they did a bad job or their product was terrible. While everyone loves to see a 5-star rating next to their business or product, feedback, relevancy and authenticity of a review is just as important. Here are few reasons why taking the time to ask your clients for reviews is a worthwhile investment.

Builds customer engagement and loyalty

By giving your clients a voice in leaving feedback, you increase your opportunities for engagement with them by responding to reviews, both positive and negative. Those who leave good comments often feel an increased sense of loyalty by getting something simple as a “thank you.”  This means they’ll return to your brand when it’s time to make another purchase. For those leaving negative ones, this is an opportunity to respond and demonstrate that you want to make it right, not only to that client but to anyone reading it, as well.

Increases your credibility

Much like garnering earned media for your organization through outside news sources, reviews can contribute in the same way. It’s not just your organization sharing how great it is but also your customers. They are building your credibility and marketing for you. These, also, can turn into testimonials that you can post directly on your website and social media channels.

Grows your online presence

There are so many levels to getting a good online ranking and reviews play a part in that. Search engines, like Google, pull them from a variety of sites and this can increase the overall ranking the more your organization is mentioned. Also, when customers leave detailed reviews, those keyword phrases about your organization or product, which should also be on your website, will help improve your SEO and thus your organization’s ranking.

Illuminates weaknesses in your organization

Negative reviews can help pinpoint areas that need improvement in your organization. These areas may benefit from messaging or customer service training.

These are just a few ways that reviews can help an organization. While it may seem intimidating to ask for them from your clients, the rewards can be big.  If you’re not sure how to start or what to say in response to one, Chartwell Agency can help.