Word of mouth remains a powerful force for attracting new customers. Recent studies show that 72 percent of consumers trust a business more if it has positive testimonials and reviews. Customer testimonials can reinforce your value, validate your expertise, and build trust. However, they can’t do those things unless you find ways to use your customers’ glowing remarks to your advantage.
In this post, we’ll share ideas for encouraging customers to share their positive experiences. We’ll also offer suggestions for how to leverage customer testimonials to attract more business.
Tips for Encouraging Testimonials from Your Customers
While many people are quick to leave negative feedback for businesses, they may need some nudging to take the time and effort to write about their positive experiences. A few ways to get more testimonials include:
- Ask them for feedback at the point of sale by having survey or comment cards available.
- Send an email survey after customers visit your location or make a purchase.
- Tell them which social media platforms you’re on, and invite them to share their thoughts in a post and tag your page or account.
- Post a sign with the review websites you participate in (for example, Yelp, Google My Business, Citysearch, TripAdvisor, etc.). Just be careful with how you word your signage. Some review sites—Yelp, for example—prohibit asking customers to leave reviews. Yelp does, however, allow the use of some of its brand assets so that businesses can let customers know they can be found there. Also, never pay or offer other incentives to customers for writing positive reviews.
6 Suggestions for Leveraging Customer Testimonials
Before using all or parts of customer testimonials for your marketing purposes, get permission from the people who wrote them. This applies to the online reviews that customers post publicly, as well. You might consider creating a testimonial release form to protect your business legally and ensure customers know how you will use their testimonials and where they may appear.
Here are some tips when using testimonials to highlight what’s terrific about your business:
- Feature the most compelling part(s) of testimonials—especially those that are long-winded. If you pull out various snippets from different places in a testimonial and piece them together, get approval from the customer before using your amended version.
- Fix spelling, grammar, and punctuation mistakes. As long as you’re not changing the meaning of their testimonials, customers will likely welcome proofreading edits. Again, share any changes that you’ve made to get approval before publishing testimonials.
- Publish testimonials on the pages of your website that they are relevant to. For example, say someone raved about a bike shop’s repair services in their testimonial. By prominently placing that testimonial on its Repair Services page, the bike shop will give site visitors interested in repair services confirmation of its competence.
- Include one or two compelling quotes from customer testimonials in your email signature. Every time you send an email to prospects, they will get a glimpse of how happy your customers are with your business.
- Share them on social media. Weaving testimonials into your social media content will serve to humanize your brand and reinforce your value to customers. Consider strengthening the human connection to your brand by asking customers if they will provide or allow you to take a photo to accompany their testimonial.
- Record them on video. Consider asking a few customers if they’d be willing to share their testimonials in a video message. These could take the form of amateur snippets recorded with a smartphone and used in social media posts. Or, they could be professionally captured by a videographer and woven into an impactful story that you can feature on your website’s home page, on YouTube, or in TV spots.
The Most Important Testimonial Tip Of All
Your business must earn positive testimonials. Customers will only give them if you deliver excellence, so make sure you provide the best customer experience possible. If you need guidance on what your business can do to achieve a higher level of customer satisfaction, connect with SCORE. Visit the SCORE website to get a mentor or sign up for workshops.