Optimize your customer review system for maximum conversion.
If you recently purchased something online, did a review influence your purchase decision? For most of us, the answer is yes.
Have you shopped online and a lack of reviews for a particular product actually gave you pause or stopped you from buying? We all like to know the opinions of our peers, in this case our fellow buyers.
This is hardly a secret or fresh revelation. Today, I'll demonstrate exactly how important customer reviews are, and give you some action items that will help you optimize a customer review system for maximum conversion.
Marketers Can't Ignore Online Product Reviews
Reviews on e-commerce sites have become a critical feature over the past couple years, and they're becoming even more important now. In an earlier column, I cited Roy Williams on why this word-of-mouth (WOM) feature has become so influential. You ignore WOM at your peril.
Consider dipping into the traditional marketing budget to invest in a customer review system. A review system allows you to let your customers market your products for you. Need more rationale? Consider these facts:
Not All Reviews Are Created Equal
Whether you enable review functionality and consumer-generated content from your e-commerce platform or from a third-party-hosted solution like Power Reviews and Bazaarvoice, it's important to test and optimize for conversion and persuasion by focusing on the following areas:
Don't have a review system yet? What are you waiting for?
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Bryan Eisenberg is coauthor of the Wall Street Journal, Amazon, BusinessWeek, and New York Times bestselling books "Call to Action," "Waiting For Your Cat to Bark?," and "Always Be Testing." Bryan is a professional marketing speaker and has keynoted conferences globally such as SES, Shop.org, Direct Marketing Association, MarketingSherpa, Econsultancy, Webcom, SEM Konferansen Norway, the Canadian Marketing Association, and others. In 2010, Bryan was named a winner of the Direct Marketing Educational Foundation's Rising Stars Awards, which recognizes the most talented professionals 40 years of age or younger in the field of direct/interactive marketing. He is also cofounder and chairman emeritus of the Web Analytics Association. Bryan serves as an advisory board member of SES Conference & Expo, the eMetrics Marketing Optimization Summit, and several venture capital backed companies. He works with his coauthor and brother Jeffrey Eisenberg. You can find them at BryanEisenberg.com.
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August 21, 2014