Asking For Reviews and Testimonials: Timing and Psychology

Getting reviews or testimonials isn’t as simple as it might seem. There’s a lot of advice out there about how to ask for reviews or testimonials. But not so much around the timing and psychology of such request. You need to know who to ask for one, when to ask, how to ask, how to get one quickly, and how to acknowledge it. This blog post takes a look at these different aspects of getting reviews and testimonials.

When Should You Request a Review or Testimonial?

Timing is critical, even more so when soliciting customer reviews and feedback.

Knowing when and how to ask client reviews will help your business in ranking higher in search results, generating more feedback, and enhancing its online reputation.

According to research.com, having 50 or more reviews increases your search ranking by 50% and your click-through rate by 266% when compared to businesses that do not have reviews.

Are you aware that the majority of customers that have a favorable experience with a brand do not publicly share their positive experience? These individuals are referred to as “silent advocates” because they believe in a business and its products but do not spread the word or write online reviews about the company.

Sadly for brands, unhappy customers are more prone to post unfavorable reviews online. This is a significant problem for many organizations, but fortunately, you can address it by asking each customer to post a review. 77% of customers are willing to give a review if asked.

Optimizing Review Collecting

When requesting reviews from customers, the most critical elements to consider are timing and review journey – both of which have a big impact on conversion rate.

The majority of businesses make the error of prematurely encouraging customers to submit reviews. Customers are actually more likely to leave a review when they’re in an informed position.

The optimal time to request reviews varies by business. For certain sorts of businesses, it’s smart to ask for reviews immediately following a purchase using forms on the order confirmation page or through an in-store review collection system following a purchase in a physical store.

Alternatively, you can email review invitations after a week or a month, depending on the type of review – product or merchant.

When is the Best Time to Request customers Reviews?

As mentioned, no two businesses are the same. Thus, the optimal timing to request customer feedback varies.

However, the optimal timing boils down to asking for reviews when a customer is satisfied, amazed, content, astonished or delighted enough to say something positive about your brand.

Here are the four ideal moments to ask your customers to review your business!

1. When They Inform You of a Wonderful Experience

Usually, it’s only a few customers who share with you a positive experience they’ve had with your brand, compared to those who are likely to leave a review if they had a negative experience.

Therefore, if a customer contacts you with a positive review, this is a goldmine. That customer has made some “effort.”

Thus, if a customer emails with a compliment regarding their buying experience, do not simply respond with a “thank you.” Ask them politely if they’d mind leaving an honest review.

At this point, the likelihood of receiving a positive response is far greater than that of sending mass emails to your customers.

2. When They Tag You on Social Media

Most consumers nowadays use social media to get their issues resolved fast.

If you respond to customer queries on social media, you can take advantage of the opportunity to request a review. For example, if a customer mentions your brand or product on social media, take advantage of the opportunity to pitch for a review.

Additionally, post regularly; perhaps once a month, and ask feedback from your followers. This will help you in obtaining genuine customer feedback that will benefit your brand. Additionally, you’ll receive excellent reviews that you can show on your website.

3. After They’ve Made a Purchase

When a buyer makes a purchase, they undergo a psychological process during which they must justify their purchase. They need to feel that they’ve made the right choice.

Thus, if you contact a customer shortly after they make a purchase, you increase your chances of receiving a positive review.

While asking for reviews right after a customer makes a purchase may seem strange, the customer is more likely to share their experience if you do. Additionally, the customer will be more passionate in their review because they are nearing the peak of their satisfaction, which occurs within a week of purchase.

4. Right When They Open Your Product

When was the last time you received an item you ordered online? How was the excitement when you opened the package? It was wonderful to hold the goods in your hand, wasn’t it?

The majority of customers are delighted to receive their online purchases. The experience as a whole is positive.

Thus, including a review invitation in the package is an excellent idea. On many product pages, you’ll see a review form or request for reviews.

However, if you send a review invitation form along with the package, be creative. A nicely designed card accompanied by a handwritten letter will capture your customer’s attention and increase the likelihood of receiving an honest review.

Final Thoughts

Now is the moment to put your thoughts into action. Determine which of the four scenarios best fits your brand.

Once you’ve determined the optimal time to get reviews from your customers, don’t stop there! Publish those reviews on your website, social media platforms, as well as on your shop and product listings.

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