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5 Ways to Use Customer Reviews to Crush Your Holiday Sales Targets

BFCM Last-Min Strategies: Part 6 of 9

User
Richard Emanuel
5
Minute read
November 10, 2020

eCommerce brands thrive when they focus on delivering an exceptional customer experience. One challenge with this, though, is that if you want others to hear about how great you treat your customers, you can’t just shout about it yourself. Rather, you need the word to spread organically. Customer reviews are a powerful tool to make that happen. 

Not only are customer reviews an essential part of the decision-making stage of the buyer’s journey, with a whopping 93% of online shoppers saying they read reviews before making a purchase, they’re also a major catalyst at the point of conversion. Northwestern University’s Spiegel Research Center analyzed more than 100,000 SKUs across 22 product categories to quantify the role reviews play in purchasing decisions, and what they found was startling: namely, a customer was nearly four times as likely to purchase a product displaying five reviews than a product displaying no reviews. 

The research clearly shows reviews matter a lot to customers. So how can you leverage them as part of your eCommerce strategy this holiday season? We’ve teamed up with our partners at Okendo, our preferred app for customer reviews, to share five ideas. 

1. Use Reviews to Drive More Clicks

Ads that are populated with customer reviews and user-generated content (UGC) generate five times higher click-through rates on average than those without such content. 

Furniture and housewares retailer West Elm saw this phenomenon in action when they started adding user-submitted photos to their Facebook ads. Ads pushed out with UGC generated 2.6 times more click-throughs than those without, and the return on ad spend (ROAS) of those ads increased as well. 

To get the most bang for your buck with your holiday advertising campaigns, take advantage of the traffic-driving power of UGC by sprinkling customer reviews into your Facebook and Instagram ads and Google Shopping listings.

2. Build Consumer Trust with UGC

Customer reviews are particularly important for higher-priced products, which require more social proof before a user pulls the trigger on a purchase. Use UGC to drive more conversions on big-ticket gifts by building trust at the point of sale.

Premium luggage retailer ROAM Luggage uses Okendo to do this. They began incorporating user reviews into their product listings for their customizable luggage, resulting in a 189% increase in revenue. The payoff was further compounded in the form of lower ad spend--their CPA decreased by 74%. 

Image Credit Okendo.io

3. Increase Repeat Purchases

In addition to using reviews to drive first-time purchases, you can leverage them to bring repeat customers back again later, increasing their lifetime value. Finding ways to increase your customers’ lifetime value can make or break your long-term success as a brand. 

First, use data from previous reviews to show customers personalized recommendations based on what they’ve loved in the past. With Okendo’s Attributes feature, you can collect data on various product dimensions (comfort, value, quality, etc.) and use that data to enrich your customer profiles for future marketing efforts. 

Image Credit Okdendo.io

 Next, incentivize the feedback process by offering rewards, like points or a discount code, to shoppers who complete a review. Then, later, send follow-up campaigns reminding them to come back and redeem their rewards on another purchase. 

Image Credit Okendo.io

4. Recover Abandoned Carts

Abandoned cart campaigns are one of our favorite “low-hanging fruit” tactics for increasing revenue. On their own, they help merchants recover anywhere from 3% to 15% of abandoned carts. You can supercharge the effectiveness of your abandoned cart emails even further by combining them with customer reviews. 

Using Okendo’s new Klaviyo integration, you can automatically sync your abandoned cart emails with customer reviews for the abandoned products to drive more clicks and encourage conversion. The best part? There’s no additional effort on your behalf--it’s all automated thanks to these convenient apps. 

Related: 3 Winning Email Templates To Smash Your BFCM Sales Goals

5. Minimize Returns

We’ve covered several ways to use reviews to drive more purchases, but that’s not the only way to improve your margins. Returns eat into your bottom line, so anything you can do to cut down on them will be a boon for your revenue. 

Use customer reviews embedded on the product page to provide key product insights that clear up confusion and answer frequently asked questions. These elements help customers shop with confidence and avoid purchasing mistakes that can contribute to returns and bog down your customer service team during the busiest time of year. 

A Note About Negative Reviews 

With so much talk about showcasing your positive customer reviews, it’s worth spending a moment touching on negative reviews and how they affect your conversions, because it’s not as simple as you might expect. 

The Spiegel Research Center survey we mentioned earlier had some surprising findings about specific star ratings and purchase likelihood. They discovered there’s a ceiling when it comes to how much positive reviews influence purchase behavior, and it peaks around 4.7 stars. In other words, as the star rating approaches a perfect five-star score, purchase likelihood falls off. The thinking is that savvy shoppers see a product with a flawless rating as “too good to be true.”

Instead, the researchers found that the highest purchase likelihood happened when a product’s rating fell within a magic range between 4.2 and 4.7 stars, and that in many cases, shoppers saw listings with a handful of negative reviews as being more credible than their perfectly rated counterparts. The takeaway is that a few negative reviews among mostly positive ones aren’t something to panic over--in fact, they can actually be useful in their own right for building credibility and helping boost your brand’s authenticity. 

Are customer reviews part of your eCommerce marketing strategy? If not, schedule a consultation with us today and let’s talk about how you can start capitalizing on their enormous conversion-driving power.

Check out the rest of the BFCM Last-Min Strategies:

Rob's Quick Guide to BFCM: Our Head of eCom, Robert Befumo, gives unique insights on unprecedented holiday season to ensure you're prepped and ready.

Increase Your Subs By 7x: Yes. You read it right. Increase your subscribers 7x in the run up to BFCM with these copy and paste strategies for your pop-ups and fly-outs.

Smash Your Email ROI: 3 email templates that will up your email game during Black Friday Cyber Monday.

Maximize Your Site Conversions: Put your conversions into overdrive!  10 strategies you can use right now to build the foundation for a successful 2020 holiday season.

Grow Sales Thru Stellar Support: Turn your customer support experience into a revenue generating machine with key insights for your site and reps.

Grow Your Sales With Process Automation: See five areas where you can employ automation to simplify your operations, save time, and boost sales this holiday season.

High-Converting Templates for SMS, Facebook Messenger & More: Use these ten templates to craft engaging, high-converting messages for SMS marketing and Facebook Messenger during Black Friday and Cyber Monday.

Don’t Blow Your Budget!: 10 tips to help you navigate paid media strategies this Black Friday / Cyber Monday (BFCM).

About The Author

Who is

Richard Emanuel

Rich, the CEO of Parkfield, is a direct marketing pro with a decade of experience helping companies build, grow, and re-imagine their businesses. Rich focuses on using data and technology to create marketing solutions that capitalize on business opportunities and drive growth.

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