When you link “consumer feedback” and “conversion” in the same sentence, most likely a small bell fires off in your head. A clear “ding” rings for those who think that this is a bright idea and want to learn more, while a low “thud” sounds for those who think that the connection is obvious but have not yet been able to discover all available opportunities. For both groups and all in between, Bizrate Insights has some suggestions….
1. Hear about what is broken or needs improvement – and then fix it!
2. Don’t just post an award or certification – use it to usher in a purchase.
3. Build customer confidence through customer reviews of your site and products.
“Hearing” and “reporting” the voice of the customer is Bizrate Insights’ primary responsibility to the retailers in our Network. The stance of the customer comes through in their ratings, and their voice, via the open text comment box, explains the ratings given.
We recommend using both our standard, free Buyers Surveys and Abandonment Survey to get started. Follow with our comprehensive suite of free listening and reporting tools. The BizAdvisor prioritizes where to focus efforts to increase customer loyalty and provides the ratings. The Comments Classifier file provides the voice, with nuance and explanations. Here are some examples of what you can learn from your customers:
“Hearing” and “listening” can even go beyond the purchase or visit experience to zero in directly on specific products with our Product Insights and Reviews free option.
Customer reviews, third party endorsements, awards – all serve to build customer confidence in clicking the “buy” button and submitting an order. Bizrate makes this endorsement easy through our Customer Certification badge and our Circle of Excellence medal.
Putting these on your site provides a stamp of approval in and of itself. But imagine the results if you strategically place endorsements near “buy” buttons, in the shopping cart, and in checkout?
The voice of the customer is a power that can be harnessed. Put comments to work for you on your website, in your email campaigns, and in your catalogs. Pick and choose the comments to be published through the convenience of the Comments Classifier file or take advantage of Bizrate’s Testimonials widget to do the work for you.
Example of Live Bizrate Testimonials Widget