Positive Phrases When Doing a Review for Products
When it comes to making decisions, we humans aren't always independent thinkers. From buying our morn coffee to large-ticket items like a new automobile, we depend on our network's opinions, advice, or perspectives for making the right conclusion.
With the net, those networks get mode, fashion bigger. Nosotros're no longer confined to just friends, family, and coworkers—nosotros can see what people all around the world call back with just a quick Google search.
And these customer reviews agree serious weight with shoppers. Online reviews—either positive or negative—can bear on over 93% of consumers' decisions .ane
While reviews tin can accrue on their ain, they shouldn't exist in a vacuum. Knowing how to inquire for reviews, leverage them to get more than business, and respond to less-than-favorable customer testimonials can improve your business image and country yous more long-lasting customers.
Continue reading to learn about:
- Why customer reviews are then important
- 9 types of reviews and how to get more than of them
- How to respond to positive and negative customer reviews
🌟 🌟 🌟 🌟 🌟 Want to get more customer reviews for your business? Utilise these outreach templates (and DIY customer review builder!) to aid your customers give you the best review possible.
Why are customer reviews and then of import?
Customer reviews build something known as social proof, a miracle that states people are influenced past those around them. This might include friends and family unit, manufacture experts and influencers, or even internet strangers.
Social proof can button customers who are on the debate nearly buying a product to make a purchase (or consider other alternatives). While in that location are many different forms of social proof (like influencer campaigns and company partnerships), client reviews have a special place in shoppers' hearts.
Think nearly the concluding time yous tried a new eating house. Or bought a vacuum. You probably looked for reviews online start, right? When considering a purchase, people want starting time-hand perspectives from other people simply like them. While a famous influencer might grab their attending, experiences from peers are also important if you want to convince them to buy .
Depending on the industry your business is in, client reviews might be especially of import considering they help offset a generally negative view of sure industries. For case, if you work in advertizing, you've got a bit of an uphill boxing—but 23% of respondents surveyed in the Client Communications Review said that advertisement agencies provided "very good" or "pretty skilful" service, and advert agencies rank dead last in comparison to other major industries:
Thank you for your interest in RingCentral.
9 customer review examples (and how to get more than reviews)
Client reviews come in many different forms. Including a few proficient ones on your website tin can improve your chances of winning more customers—who doesn't desire that?
And anything you tin can do to make it as easy for your happy customers to write those reviews for you volition help. For example, here's a handy Mad-Libs-style customer review builder that you tin attach to your message or e-mail to the customer when you lot're asking if they can write a review or testimonial for you lot:
Y'all can download this customer review template, along with examples of outreach communications, to help you save a ton of time as you're gathering client reviews 👇
Permit's walk through the unlike kinds of customer reviews, starting with the easiest ones to collect.
ane. Quotes
Testimonials or quotes from your customers are ane of the most common forms of customer reviews. Y'all're most likely to find them on a visitor website, typically on the homepage, or in their marketing materials.
Here'due south an example of a quote testimonial from WordPress :
These short (typically only ane to two sentence) overviews of how your production or service impacted a company helps give your make credibility. With quote testimonials, those impressive claims yous're making actually audio believable considering they're backed up by someone who'south, well, not you.
We list customer quotes as the easiest type of review to become because they involve very piddling effort for you and your customer. Because you're in command of calculation them to your website, all y'all demand to do is enquire your customers to share their feel in an email, in person, or over the phone.
Quotes also allow you to cull the corking customer service stories, perspectives, or opinions that you retrieve are most valuable. You can highlight your high-contour clients—and who says you accept to use the less-than-favorable reviews?
How to get a quote review:
Ask for it. Phone call upwards your long-term customers and inquire if they'd be willing to share a testimonial or a flake about their feel working with you to brandish on your website.
Or look for positive words of encouragement in email and social media responses or everyday conversations. If a customer gives you lot a great quote, enquire if you can showcase information technology on your website.
You lot might exist on multiple social media platforms, so how can you keep track of all these messages? If yous're providing omnichannel customer service, you might already exist using a tool that can consolidate all your customer conversations and advice channels into i handy dashboard. Like this:
💡 Pro-tip:
To go awesome customer reviews, y'all need to provide awesome client service, whether that's by focusing on proactive or agile customer service.
2. Peer review sites
Peer review sites are probably what you recall of when you think of client reviews. These include Google reviews, Facebook reviews, Yelp, Amazon, or G2 Oversupply (if y'all're a software company).
You've probably encountered these kinds of reviews while y'all were deciding whether or not to try a local business organisation for the first time:
Reviews on peer-to-peer sites can happen organically, often removing the company from the review procedure entirely. (This can be a nightmare if you're managing a small business concern, since 1 bad review can have a huge impact, but this also makes the reviews seem more accurate.) Customers don't need to worry most if companies have edited them to exist more favorable (or deleted reviews they didn't agree with).
However, this too means you're not every bit in control of these kinds of reviews.
But that doesn't mean you lot can't do annihilation at all. These peer-to-peer review sites are often i of the first places a potential customer looks when because a buy, so ensuring you have some positive reviews on each is of import.
How to get a review on a peer review site:
Once again, the all-time fashion to do this is to ask. Send an email, enquire in person, or add links to your website that get in easy for customers to leave their opinion.
3. Social media
Social media is becoming only as much a resource for businesses that want to build brand sensation every bit it is for people who are interested in connecting with brands. But don't just your social media campaigns to get prospects. Non only are customers turning to social media to ask brands questions or learn about their services, they're too using their accounts to share opinions and reviews.
Here's an example from American Eagle'due south spin-off clothing line Aerie:
Like peer-to-peer review sites, the company commonly isn't involved in the review process—making them feel more transparent and honest. But i of the biggest benefits of having reviews on social networks is that prospective customers tin can get a feel for who the client is in means they can't with testimonials or peer-to-peer review sites.
How to get social media reviews:
Encourage customer reviews on social media by creating communities where customers are empowered to share their experiences or purchases. For instance, Aerie uses the hashtag #AerieReal to make it easy to see how customers are styling their items in real life:
Create a unique hashtag to compile your client reviews in one place.
4. Example studies
Example studies swoop deep into customer results and are especially useful for businesses selling to businesses (aka the B2B infinite).
Here'due south an instance of a case study from RingCentral and our client Box :
Instance studies—unlike traditional customer reviews—are written from the perspective of the company doing the work or providing the production. Rather than the customer explaining how they helped, the company walks through what they did to help their customer reach their goals.
This perspective gives potential customers an idea of how your team works. It gives you a take a chance to show off your problem-solving skills and attending to particular, and information technology allows your potential customer to envision how you might help them.
How to get example study reviews:
Write your own! Be sure to mix in quotes, results, and info from your customer to back up your claims. Each example written report should read like a partnership—not just a one-sided perspective.
5. Customer stories and interviews
We all love a good story—and that's probably clear in the review types that nosotros've listed so far. Customers want to see themselves in the people your company has already helped; they want to know what your client experience is like. One way to practise this is through client stories and interviews.
Squarespace is one company that does this well:
Through stories and interviews, Squarespace shares who their customers are, what the vision or mission of their website is, and how Squarespace provides them with the platform to achieve those goals.
For Squarespace, they get an opportunity to showcase how diverse their client pool is. But it gives customers an opportunity to connect with each other too. Similar to example studies, stories and interviews pigment a larger picture of what the customer is hoping to accomplish—only you have to be less self-centered here and brand certain your customer is the star of the story.
How to get customer story-way reviews:
Stories and interviews give a more personal perspective. Instead of hearing from your company, they're hearing stories straight from the client. Then, to get those stories, transport customers a questionnaire or old in-person interviews.
Requite your customers an opportunity to share their stories, so focus on filling in the rest of the narrative with images, videos, and other content.
6. Blog posts
Weblog mail reviews requite your potential customer an opportunity to really dig in deep into your production or service, and even your brand and culture as a company. Rather than just a sentence or two like a customer might find on your website or a few hundred words displayed on a peer-to-peer review page, blog posts can be thousands of words, complete with step-by-footstep instructions with images that thoroughly explain a procedure or perspective.
This is a great example of a blog post review on Warby Parker :
These kinds of reviews can typically reply more complicated questions that require more than infinite and time—something that isn't really possible with traditional reviews.
But one of the biggest benefits of blog post reviews is the SEO value, meaning y'all can get these pages to bear witness up on Google when people are searching for reviews of your business. If you've ever searched for "[product] review," you've probably encountered a mail like this before. Considering these posts tend to be descriptive, long-form, and useful, they can rank pretty highly.
How to get blog post reviews:
Getting reviews similar this 1 can be a little difficult. After all, non everyone has a blog to write on. You can increase your chances by offer a free sample or trial of your products or other goodies to industry influencers and experts who run popular blogs.
7. Videos
Consumers like videos. This isn't annihilation new. In fact, 85% of internet users in the United States say they spotter video content—making it a strong contender as an outlet for your customer reviewstwo.
Shopify is ane example of a company using video testimonials:
Video reviews can requite potential buyers something most written reviews tin can't: emotion.
Viewers can see the difference your products or services have made. They can build a stronger connection with your customers, making it easier to put themselves in their shoes. These deeper connections can spark more sales.
Creating videos doesn't need to be complicated. Customers sharing selfie-style videos talking about what your product has done, or but stationed in front of a camera, can get the same message across.
While you want the epitome and audio to be clear in the videos y'all share, the quality of the message is more important. If you have a customer willing to discuss on camera how y'all've helped them, this can go a long way.
Here'south another video review of Shopify, this time from YouTube :
This 1 doesn't involve a lot of money or product—just a user sitting in front of his figurer camera giving his stance of the tool. And it still has over 15,000 views.
How to become more video reviews:
If you have the upkeep for larger production projects you want to feature on your website (like our start case), reach out to the customers you think have the best story or video presence. If yous're spending the coin, you're in control of the story.
However, to get more reviews like the 2nd, care for it the same every bit blog post reviews. Achieve out to industry experts who have big YouTube followings and offer free trials or discounted products in exchange for an honest review.
8. User-generated content
User-generated content includes social media posts, videos, images, audio, or other kinds of content created past—you guessed it—a user of your products or services. Some of the review types we've already covered would fall into this category (like social media posts or customer videos).
Only user-generated content isn't merely an online review or a client sharing an epitome with your hashtag. That's just the first. Yous so need to accept that content and use information technology in a bigger, coordinated way.
Here'south an case of how direct-to-consumer mattress brand Casper does it:
Like the Aerie example, Casper encourages users to share pictures using their products (in this example, sleeping on their mattresses) on social media. When someone tags Casper in their post, the paradigm is added to a reel on their website.
They likewise share client posts on their own Instagram feed:
Dogs and babies practice well on Instagram, haven't you heard?
User-generated content puts your customers' experiences front and heart. Although they're not exactly traditional reviews, prospective customers can meet how happy others are with your products. It helps build actuality— something millennials dear .
How to go more than user-generated content:
This one follows the aforementioned tips every bit social media reviews. Encourage your audition to share their experiences past creating a unique hashtag or tell them to tag you in their posts.
So start commenting, sharing, and engaging with your own audience. When your audition sees you lot showcasing other users' experiences or getting into conversations, they'll leap to get involved.
nine. Make ambassadors
Think of brand ambassadors as an external sales squad. They're loyal customers who dearest your brand or production and so much they're willing to recommend your products or services to their own networks. The bonus with having brand ambassadors is that they're usually seriously obsessed fans—and are probably more familiar with your production than even your own squad.
Brand ambassadors don't need to have large followings. In fact, anyone can be a brand administrator. Y'all probably have brand ambassadors without even knowing information technology.
One of the best examples of make ambassadors online is for the budgeting software, Yous Need a Budget (YNAB). Users are agile on platforms like Reddit , sharing advice on how the platform has changed their life for the amend:
How to get more brand ambassadors:
While yous could pay for brand ambassadors, you're improve off creating them organically. In YNAB's case, they did and so past providing a unique spin to traditional budgeting software. By helping customers who otherwise would take slipped through the cracks, they've created a loyal fan base.
Information technology takes more time to build make ambassadors naturally, only this is a high-reward review since their advancement will be much, much stronger, directed, and in-depth than your average Yelp review.
How to respond to customer reviews
We've said information technology before and we'll say it again—your client reviews shouldn't exist in a vacuum.
If yous're just allowing customers to leave reviews on peer-to-peer pages, social media, or their own blogs without acknowledging them or responding to them, you're non making use of powerful content that has been known to catechumen leads.
But your response process should look different depending on if the review is positive or non.
How to respond to a positive review
Congrats! A customer left you a positive review. Fourth dimension to pop the champagne—and write a response.
Responding to a positive review is a lot less stressful than responding to something negative only simply every bit of import. Letting your happy customers know you've seen their kind words and you appreciate their feedback can encourage them to continue singing your praises.
Here'south how to reply to positive reviews:
- Make your message personalized. Customers volition chop-chop realize if you're only copying and pasting messages to all your reviews. Instead of giving a generic "Cheers!" take the time to write a thought-out, personalized message.
- Reply in a solar day or 2. Fast responses evidence y'all're paying attention. While you're not expected to drop everything to respond to reviews, a quick response—especially on social media—can keep customers engaged with your make. Reduce your response time by integrating your social media apps with your cloud-based communications system. RingCentral connects with top social platforms, like Instagram, Facebook, and Twitter, so you can hands respond without needing to switch platforms.
- Show your personality. This is your chance to appoint directly with a happy customer, and so make the most of it. Reply with some personality—sense of humour, kindness, wit, you get the thought—to really connect with your client. Regardless of your make'due south personality, be authentic. Your audience will be able to tell if you're not.
- Give a recommendation. Now is a great time to point your customer in the direction of another product, a piece of content, or something related to their review. (This is a corking manner to personalize your response!) For example, if they say they enjoyed a product, recommend they look into a supplementary project, or suggest they bank check out a blog post that tells them how to make the most of their purchase. Your chief goal is to go along them engaged!
- Enquire if you can showcase their review. If someone leaves you lot a specially stellar or unique testimonial, ask for permission to share it! Display information technology on your website, prove it off on social media, or create user-generated content out of it. Showing off the kind words of your happy customers is more powerful than only telling people how awesome you are.
How to respond to a negative review
Negative reviews are much less exciting than positive reviews. They can be stressful, and responding can feel like a lost cause. Simply even the most unhappy customer can change their opinion with the right encouragement.
Responding to a negative review is a niggling less "simply be yourself" and a little more strategic:
- Respond promptly. Again, y'all may not need to drop everything you're doing to respond, but information technology'due south more important to become to negative reviews quickly than positive reviews. If a negative review is posted for also long without a response, not merely is it frustrating for the unhappy customer, just it tin also leave a bad gustatory modality in prospective customers' mouths. Exercise your best to become to negative responses in just a few hours.
- Put the client start. You may not agree with what the customer is saying, but that doesn't mean you should be on the defensive. Instead, listen and see where the customer is coming from—y'all have to identify where their frustration lies. Think virtually the response y'all would want in their shoes and try and observe a solution.
- Reply publicly, but push the conversation to a private channel. Yous don't want to get into a contend with an unhappy customer on Yelp, but you as well don't want information technology to seem like y'all're not acknowledging negative reviews. Reply to unhappy customers on the platform they've left the review on, but encourage them to proceed the conversation through a private message on social media, email, or phone call.
If you have a phone or communications tool, it tin can make this function easier. For example, RingCentral integrates with other popular social media apps to allow you switch between platforms while keeping the integrity of your conversations:
(When frustrated customers don't have to repeat their problems over and over, information technology might help soothe them a bit and give you a better shot at turning the interaction around.)
- Follow through. Don't just repent and call it settled. In club to modify your customer'due south opinion, you lot need to discover a solution to their problem and follow through on it. Work with the customer to notice what will alter their opinion—and follow up after to see if y'all've been successful.
- Don't go it taken downwardly. It can exist tempting to get a negative review removed, just it tin can hurt the trust you've built with other customers—peculiarly if that unhappy customer realizes they've been silenced. If you respond the right fashion, leaving the review up as well proves to prospective customers that you care about your customers' opinions. Sometimes, an unhappy customer will fifty-fifty write a positive follow-up review to evidence people that you actually turned things effectually for them:
Replying to reviews (both positive and negative) appropriately means having open up communication with your customers. Bringing reviews in as part of your customer feedback cycle can help yous identify communication gaps or other areas where you're not meeting expectations.
What can y'all learn from these client review examples?
Asking your audition to purchase from yous without any reinforcement from other customers is an uphill boxing. Without whatever reviews or social proof, yous're expecting them to invest solely on blind trust—and it doesn't work well.
Rather than making your job more difficult, make the most of the happy experiences your customers choose to share. From peer-to-peer pages to your own website and social media accounts, showcasing positive reviews—and responding to negative reviews the right way—can help yous country more customers.
ithedrum.com/news/2017/03/27/online-reviews-touch-purchasing-decisions-over-93-consumers-report-suggests
2statista.com/statistics/272835/share-of-internet-users-who-sentinel-online-videos
Originally published Feb 19, 2020, updated Feb 07, 2022
Source: https://www.ringcentral.com/us/en/blog/customer-review-examples/
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