- ResellerRatings Release Team
Collecting Reviews from Customers in all Sales Channels
Reviews play an essential role in the success of any business, as they offer valuable insights into the customer experience and can influence purchase decisions. Traditionally, companies have focused on collecting reviews from customers who make purchases through e-commerce channels, such as their own website or third-party marketplaces like Amazon or Etsy. However, there are several compelling reasons why companies should collect reviews from all customers in every sales channel, including phone orders, in-store purchases, marketplaces, and social media.
Firstly, collecting reviews from all customers can provide a more comprehensive understanding of the customer experience. While e-commerce channels may represent a significant portion of a company's sales, they do not account for all transactions. By collecting reviews from customers who purchase through other channels, businesses can gain insights into areas that may need improvement, such as customer service, in-store experience, or delivery times. According to a study by BrightLocal, 86% of consumers read reviews for local businesses, including those they find through offline channels like word of mouth or in-store signage. Therefore, collecting reviews from all customers can help businesses identify trends and make improvements across all channels.
Secondly, collecting reviews from all customers can increase customer engagement and loyalty. When companies ask for feedback from customers who make purchases through other channels, it shows that they value their opinions and are committed to improving their experience. This can lead to increased customer loyalty and repeat business. A study by Bazaarvoice found that customers who engage with reviews are 97% more likely to convert than those who do not. Additionally, customers who write reviews are more likely to return to a business than those who do not, according to a study by Reevoo.
Thirdly, collecting reviews from all customers can improve a company's online reputation. While e-commerce channels are often the primary source of online reviews, customers may also leave reviews on social media platforms or third-party websites like Yelp or TripAdvisor. By actively seeking out reviews from all customers, businesses can respond to negative reviews and address any concerns or issues that arise. This can demonstrate to potential customers that the company is committed to providing excellent customer service and can improve the company's overall online reputation. A study by ReviewTrackers found that businesses that respond to reviews are 1.7 times more likely to be considered trustworthy by consumers.
Finally, collecting reviews from all customers can provide valuable insights into customer behavior and preferences. By analyzing reviews across all channels, businesses can identify common themes and trends that can inform product development, marketing strategies, and customer service initiatives. For example, if customers consistently mention a particular feature they would like to see added to a product, the company can prioritize developing that feature in future iterations. A study by McKinsey found that companies that use customer analytics to inform decision-making are more likely to outperform their competitors.
With the addition of BCC review collection in conjunction with the Invite API, ResellerRatings has the tools available for you to pinpoint the perfect timing for your customers to get their review requests and to ensure you can target customers from every sales channel your products are being sold in.
To learn more about ResellerRatings automated review collection methods, please click here.