Posted on December 17, 2021December 17, 2021 by Listen360

Boost Your Customer Reviews Strategy This Holiday Season

The importance of online reviews increases every holiday season as more and more consumers choose to conduct their holiday shopping online. A recent survey from PowerReviews reports that 99% of consumers will shop online this season, while half plan to do all of their holiday shopping online.

Although price remains the factor with the greatest influence over consumers’ holiday purchase decisions, ratings and reviews come in a close second. According to the survey, nearly 3 out of 4 consumers indicate that reading reviews has an impact on which gifts they choose to buy.

Furthermore, more than one-third of shoppers claim that online ratings and reviews will have a more substantial influence on their purchase decisions this season than last. Among Gen Z shoppers, this statistic was significantly higher at over 50%.

This means having a strategic customer review strategy in place when the holiday shopping frenzy begins is essential. As the season of shopping nears, keep the following in mind to leverage reviews in a way that instills trust in potential customers, loyalty in current customers, and enables you to extend your reach.

4 Customer Review Insights

1. Reading reviews starts at the window-shopping stage.

While you may think that customers don’t start delving into reviews until they’re close to making a purchase, the truth is many consumers will check reviews even when they’re just trying to get a feel for what’s on the market. Because online reviews are displayed prominently on so many different platforms, consumers are starting to form opinions about products and services more quickly than ever. At a glance, they can get a feel for what a business offers and what their customers think after making a purchase.

As a result, having solid reviews can help keep you on the short list of potential customers when they start narrowing down their gift ideas.

2. Reviews aren’t a one-way street.

Consumers know by now that businesses can respond to reviews at will – both the good and the bad. When a company responds to reviews in the right manner, this can boost their online reputation and instill trust in window-shoppers, leading them closer to that all-important purchase decision.

Responses also give shoppers a good idea of the personality and identity of the business, details they may reflect on should they be interested in making a repeat purchase. Whether you choose to “like” the comment or respond with a personalized thank you, you’ll impress current and potential customers alike.

3. Negative reviews aren’t the end of the world.

It’s not always easy to keep your cool when you receive what feels like an unfair negative review. After all, a one- or two-star review can make a serious dent in your overall rating unless you have a significant number of reviews stacked up.

However, the key here is to remember that negative reviews don’t have to be a negative for your business. Consumers understand that unfair reviews happen – they see them all the time. Even negative reviews that aren’t unfair won’t necessarily ding you in a window shopper’s mind; they realize making mistakes is part of growing as a business.

What matters is how businesses react. A respectful response is a necessary first step, as is actually acting on constructive criticism whenever possible. A real win is when you’re able to win the customer back by going above and beyond to resolve the issue, something that will stick in holiday shoppers’ minds much longer than your overall rating.

4. Stay on Santa’s “Nice” list.

Hiring someone to write fake online reviews will put you on the “naughty” list in a jiffy. Most platforms can quickly detect reviews that aren’t authentic. Not only will they remove these reviews, but they might even penalize your business for trying to cut corners.

Should you be so lucky as to avoid catching the eye of the hosting website, chances are the very consumers you’re trying to attract may call your bluff, which will only cause you to lose credibility. Stay on the “Nice” list and you’ll be rewarded with real reviews from customers whose trust you’ve earned.

Posted on March 25, 2021 by Listen360

Influencers have a tendency to make social media look like easy, breezy fun. Yet when you’re the one behind your business’s social media posts, coming up with ideas feels a lot more like work. On top of that, you have to keep your brand’s message and target audience in mind while shouldering the responsibility of generating engagement.

With all this circling in your head, it’s no wonder you lose creative inspiration every now and then! Keep reading to learn how you can make social media fun again and boost its effectiveness for your brand in the process.

Give Yourself the Gift of a Social Media Calendar

Fortunately, there’s an easier way to approach social media marketing. One of the best things you can possibly do for yourself and your brand is to plan ahead with a social media calendar. This may seem to take the “spontaneity” out of social media, but believe us, it’ll save you from the constant rush of trying to find buzz-worthy content on a minute’s notice.

Most importantly, having your posts planned out can enable you to formulate a more cohesive social media campaign. That way, each post will build upon the other, providing added value for your audience and enabling you to tell a vibrant story over time.

This doesn’t mean you have to completely give up on ad-hoc posts. After all, responding to trending topics and hopping on the hashtag bandwagon can go a long way in increasing exposure to your brand. There can be plenty of flexibility within your social media calendar to post spontaneous content as well as content that is part of an overarching, well-thought-out campaign.

Fill Your Social Media Calendar with Our Favorite Post Types

Now that we’ve covered the importance of putting together a posting plan, you may wonder how you can generate enough content to fill the empty spaces on your calendar. Don’t worry, we’ve got you covered!

Below, we’ve listed a range of post types to help get you out of your content rut. They’ll also ensure you’re hitting on all the different aspects of your brand messaging that you want to broadcast to the Internet.

1. Giveaways

Looking to generate engagement with your posts? A giveaway here and there can do wonders to bring interactions with your content to new levels while also promoting your products and services.

2. Countdowns

Are you launching a new product, or perhaps looking forward to a special event or holiday? Countdown posts can help your audience get excited about what’s next and engender curiosity among those who may be new to your brand.

3. Links to your brand’s blog

You put a lot of work into maintaining a blog on your company website. Make sure everyone knows you’re putting out a wealth of free, informative content! Whether you want to point to new posts or highlight an older post that’s still relevant, you’ll be encouraging interaction with your brand on multiple levels by linking back to your own website.

4. Insights into your company’s culture

Social media users love getting a behind-the-scenes look into different company cultures, so don’t hesitate to give the people what they want. From a quick video or image of your employees having a good time to an explanation of your workflow, there’s a ton of content to mine just by taking an inward look at how your company does what it does best.

5. Quick questions

Most social media platforms have an easy-to-use feature that allows you to survey your audience with a question. Whether you request feedback about a certain product or ask your customers for their thoughts on current events, this is an easy way to spark interactions without having to invest time in content creation.

6. Reviews or testimonials

If you’ve just received a glowing review or testimonial from a happy customer, amplify their voice through your own social media platforms. For example, you can retweet them, screenshot their review, or ask permission to use a snippet of their email in an eye-catching graphic.

Make sure you get the most out of social media by putting out varied content within a cohesive framework that represents your brand through and through. We hope these tips get you well on your way to a full calendar of fun posts you can be proud of!

Posted on December 11, 2020December 11, 2020 by Listen360

With so much hubbub around the importance of social media in brand marketing and customer interaction, it’s easy for brands to let their websites go by the wayside. However, your website plays an essential role in your customers’ experience. It’s the central hub around which both potential and return customers congregate, providing you with ample opportunities to secure new business and build customer loyalty.

Your website doesn’t only offer a space to showcase your offerings and tell the story of your brand. If you view your site as a one-way street of information, you’re not taking advantage of its full potential.

Building Blocks for Customer Loyalty on Your Website

Wondering how you can transform your website from a two-dimensional information station into an interactive experience for your customers? These four building blocks create a solid foundation on which you can use this platform to develop relationships with customers.

1. Customer Testimonials

With the right widget, customer testimonials add a personalized feel and attractive flair to almost any website. Requesting testimonials from customers makes them feel appreciated and emphasizes the fact that their opinions matter. When they see their words on your site, they’ll begin to view themselves as a representative of your brand.

Testimonials don’t only reinforce customer loyalty among existing customers. They also draw in prospective customers, providing them with the kind of trustworthy, experience-based information they’re looking for about what to expect from your brand.

Of course, testimonials aren’t only trophies to look at. They should be acted on as well. Any insight you receive from customers about their purchase experience will help you better understand what’s working and what’s not.

2. Customer Experience Analytics

While testimonials offer a written account of the customer experience, analytics represent the digital body language of customers. Customer experience analytics are vital to ensuring your website is effectively reaching customers and providing them with a smooth purchase journey. By facilitating a positive experience, you’re increasing the likelihood customers will return and develop loyalty to your brand.

With customer experience analytics, you’ll have access to a detailed analysis of how customers interact with your website. From the most frequently visited pages on your site to the products customers keep returning to look at, you’ll quickly see the most popular elements of your site.

You’ll also learn about the types of content customers find uninteresting and any areas of friction that repeatedly come up during the purchase journey. Understanding these patterns can help you increase conversion and customer retention.

As you make any necessary changes, you’ll also have the ability to measure the difference your adjustments are having on your overall bottom line.

3. Valuable Content

You put a lot of time and effort into your content. That’s why it’s important you’re producing the kind of content your customers want to see. With fresh, useful content on your site, you’ll have a better chance of customers making repeat visits to check out what’s new.

The goal is to become a trusted source of information for your customers, a kind of authority within your industry. That way, you can ensure they return to your site, even if they’re not yet ready to make a repeat purchase.

By providing relevant content that’s useful to both prospective and existing customers, you’ll increase the likelihood they become vocal advocates for your brand.

4. Customer Loyalty Programs

Loyalty programs offer customers an incentive to keep coming back for more, make them feel appreciated, and inspire word-of-mouth marketing. Using your website as the hub for your customer loyalty program will open opportunities to catch their attention and encourage repeat purchases.

As they visit the public-facing side of the site, they’ll have a chance to browse what’s new. Then, they’ll log in to a members-only area where they can check their points, cash in on rewards, and view members-only content.

Personalizing this area of the website and giving it a unique feel with notifications for events, discounts, and reward eligibility will drive proactive engagement from customers and promote greater levels of interaction.

With these building blocks in place, you can work on developing a loyal following who sees your website as a portal into a community of other brand advocates. Over time, you can transform your website into a two-way street that attracts customers not only for its wealth of information but also for its opportunities to connect and engage with your brand.