On November 4th, 2020 I had an interview with Kiyoh customer reviews.
Luut, owner of BIBO Fashion, has been running an online shop for years and shares his experience with collecting reviews. What exactly do reviews do for your business, and what happens when negative feedback comes in? Do they really improve your search engine visibility, and how do you actually get customers to fill them out? These are the questions Luut is happy to address by sharing his story.
Six months after starting his business, Luut began collecting reviews. Currently, BIBO Fashion holds a rating of 9.7 out of 10. This is a wonderful score that the entrepreneur is understandably very proud of. While he initially found it difficult to see the added value of reviews, he can now talk about them with great enthusiasm. What won him over? “The positivity of people [..] it also gave me a lot of fulfillment; the more reviews, the more fulfillment.” Right now, these results serve as a massive incentive for the owner of BIBO Fashion to keep achieving high scores.
Luut understands the fear of negative customer feedback. It can be daunting, of course, but “you have to take the time for it.” He views not starting with reviews because of this fear as a missed opportunity. After all, negative reviews also present opportunities. The entrepreneur always calls back customers who had a negative experience and asks an open-ended question: ‘how can I resolve this for you?’. This often allows a negative review to be removed or even turned into a positive one. Even if a solution cannot be reached, Luut leaves these reviews up. He responds appropriately, showing his (potential) customers: “this is the other side of the story.”
Since the number of reviews started growing, the owner of BIBO Fashion has noticed that he ranks higher in search engines. “When people look for me, those reviews mean I simply rank higher in the search engine; they place me above competitors who sell the exact same brand as I do.” This naturally has a positive effect on visibility, as well as traffic and purchases. Personally, Luut is also more easily persuaded to order from a site when there are (good) reviews on display.
Other online store owners sometimes ask around about what could be improved on their e-commerce sites. When Luut is asked this question, his first answer is always: “start with reviews.” To get customers to actually fill out the evaluations, Luut notes that in his case, it is largely achieved through the goodwill factor. As a personal thank you, he includes a handwritten note with every order. This personal touch surprises customers and provides that extra incentive that makes them want to leave a review more quickly. As a final tip, Luut concludes: “make it personal, that is success!”
Source: kiyoh.com
