1. Give gifts to the client with each order
For example, if you sell food online with delivery – add a free snack. So you not only charm customers – but also disarm, noticeably calm their anger in case of small inconsistencies.
And if you have already noticed even the slightest sign that the client is dissatisfied – try not only to quickly solve the problem, but also to offer a compensatory gift. This can be not only a free item, but also a free service.
2. Send a feedback letter after each order
More chances to get a good balance of positive versus negative feedback – if you are actively asking for it through a feedback letter.
For example, stores that are open on marketplaces usually use automatic mailing of such letters – this option is available for almost every online marketplace.
It is about e-mails created by the program to the client a few days after the purchase. Such a letter contains:
Please leave a review – both about the product and the service of the store.
Button or link – in one click to the page of reviews about this product.
If your store is not on the marketplace, we recommend you to use the paid service of sending a feedback letter (usually it is one of the options of mailing services) or create a code and a template of such mailing by yourself.
Another way to collect feedback is to call each client right after they receive your product. And ask: “Is everything okay with our product and service?
Then, however, good reviews will not reach the web. But also about all negative experience the client, most likely, will speak out to the caller – and already will not write about it in the Internet.
In this latter scheme, the efficiency of the call-back is particularly important – so you need to automatically notify the store immediately of the fact of delivery of goods to the client. At some courier and post services such notifying function already works; we advise to connect it to connect.
3. Collaborate with external feedback platforms
Each online jurisdiction has sites for generating feedback, ratings, recommendations about products and shops. There are also international portals of this kind.
You can establish a partnership with them (usually for a fee) – and direct clients to write reviews and give ratings there.
Remember that some review sites, such as the Russian irecommend.ru, pay the authors of the reviews for informative texts.
Or you can write your own reviews of your own products. After all, we are all not only managers and marketers of trade, but also consumers.
4. Stimulate feedback with gifts
Offer the writer any feedback discount, gift, free shipping, and other bonuses that are more convenient for you.
You can give a stimulus for each review of the same size – or you can accumulate its value according to the bonus scheme. Let’s say, for the first review – 5% discount, for the second – 10% discount, for the third – 15% … for the fifth and subsequent reviews – 25% discount. Many people will be interested in writing not one, but five reviews as soon as possible.
5. Offer a refund to the most dissatisfied customers – without them returning the goods
If you have customers who are especially dissatisfied with your services – and the purchased goods were inexpensive – offer them a full refund (the return of goods free of charge). Or, if the product is not cheap, offer a large partial refund.
These costs should be recorded in the budget of loyalty marketing. By the way, I advise you to initially “freeze” some financial reserve within this budget. Then in a conflict situation you will quickly pay out of this reserve the amount of money with a clear purpose of payment for the tax authorities.
Otherwise, the inspectors will have to be painfully explained to them: what were you doing with your money back and forth without returning the goods by the client.