Timing is everything, especially when asking for customer reviews and testimonials.
Knowing how and when to ask customers to review your business will help it rank higher in search results, generate more feedback, and improve its online reputation.
Do you know that most of the customers who have had a positive experience with a brand don’t share their experience publicly? These are the “silent advocates” because they feel good about a brand and its products, but they don’t spread the word – nor do they write online reviews about the company.
Unfortunately for brands, customers who have negative experiences are more likely to share their experience and leave online reviews. This is a huge issue for many businesses, but luckily you can remedy this by asking every customer to leave their review. 77% of customers are ready to leave a review if asked.
Optimizing Review Collection Conversion
The most important factors to consider when asking your customers to review you are timing and the review journey – both significantly affect the conversion rate.
Most businesses make the mistake of inviting customers to leave reviews too early. Customers are actually more likely to leave a review when they’re in an informed position.
The right time to ask for reviews varies from business to business. For some types of business, it’s wise to ask for a review immediately after the purchase using forms on order confirmation page, or via an in-store review collection system after they buy in a physical store. Alternatively, you can send out review invitation posts via email after a week or a month depending on the type of review – i.e. product or merchant.
The Best Time to Ask Customers to Leave Reviews
As mentioned, no two businesses are the same. So the best time to ask for customer reviews varies.
However, the core of the best timing is to ask for reviews when the customer is happy, impressed, content, surprised or delighted enough to say something great about your brand.
Here are the five best times when your customers are feeling positive enough that you can ask them to review your business!
- When They Tell You about a Great 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.
So, if a customer reaches out to you with a positive comment; this is a goldmine. That customer has made some “effort.”
Thus, if a customer emails with a positive comment about a touchpoint with your business, don’t just leave a “thank you” response. Ask them politely if they’d mind leaving an honest review. For example, I work with many online marketer teams and some have ok customer services while others just blow me away – responsive, quick, friendly, helpful… and those times I make sure the business owners hears about my experience. The smart ones publish those remarks.
The chance of getting a positive response at this point is much higher than sending mass emails to your customers.
- When They Tag You on Social Media
Today, many consumers are using social media to get their issues addressed quickly.
If you handle customer queries on social media, you can use that opportunity to ask them to review you. For instance, if a customer tags your brand or your products on social media, use that opportunity to pitch for a review.
Also, post regularly; maybe once a month, ask your followers to leave some feedback. This will help you get real customer feedback which will help your brand. Plus, you’ll get great, positive reviews that you can display on your website.
- After They’ve Made a Purchase
When a customer makes a purchase, they go through a psychological process where they need to justify what they bought. They need to feel that they’ve made the right choice.
So, if you reach out for a customer immediately after they have made a purchase, you’re more likely to get a positive review.
It may seem odd to ask for reviews immediately a customer has made a purchase, but the customer is more likely to share their experience if you do. Also, the customer will give their review more enthusiastically because they’re near the peak of their satisfaction, which is within a week of purchase.
- Right When They Open Your Product
Remember the last time you got something you ordered online? How was the excitement when opening the package? It was great to have the product in your hand, right?
Most consumers are delighted to get what they ordered online. The whole experience is positive.
So it’s a great idea to slip in a review invitation in the package. It’s common to find a review form or review request on the product page.
However, if you send in a review invitation form along with the package, be creative. A beautifully designed card with a hand-written note will grab your customer’s attention and it will boost the chances of getting an honest review.
For those with online businesses, maybe it can be right after the client starts your program or when they complete the program, again, all businesses are different so you’ll need to decide when is the best time.
It’s time to put your ideas into action. Test which of the four times fits your brand best.
Once you find the best time to ask your customers for reviews, don’t stop there! Publish those reviews on your website, social media, on your shop, and product listings.
Want a plan for getting testimonials? Check out my Growth & Profit Plan: Referrals and Testimonials!
With this complete Referrals and Testimonials Growth & Profit Plan, you will:
- Know how and when to ask for a referral
- Know how to use testimonials to add instant credibility, social proof, and bring in more clients
Check it out in my shop here.