The eCommerce Marketing Podcast walks you through everything that goes into ecommerce marketing — from inbound marketing to paid advertising to conversions. Learn the strategies top marketing experts use to grow their businesses.
Marketing Strategies Revealed in this Episode:
- Why are online reviews so import in the world of ecommerce
- Tips and strategies to collect customer reviews
- How to combat negative reviews
- Using a third party review platform vs. using your own
- Ways to promote glowing reviews to build brand loyalty
Episode Title: Harnessing the Power of Customer Reviews with Brian Merritt
Guest: Brian Merritt, VP of Customer Success at Trustpilot
In this episode of the eCommerce Marketing Podcast, host Arlen Robinson engages in an enlightening conversation with Brian Merritt, the VP of Customer Success at Trustpilot. Brian emphasizes the crucial role of customer reviews in today’s e-commerce landscape and shares strategies on how businesses can effectively collect, manage, and leverage reviews to enhance brand trust and increase conversions. The discussion also covers the importance of embracing negative reviews and using them as opportunities for improvement.
Key Takeaways:
- Introduction and Background (00:00:25):
- Brian shares his journey from software engineering to customer success and his role at Trustpilot in ensuring customer adoption and ROI from reviews.
- Importance of Online Reviews (00:07:00):
- The significance of participating in conversations about your brand happening online.
- Consumers seek social proof and are more likely to trust peer reviews over brand messaging.
- Reviews help differentiate brands in a crowded market.
- Strategies for Collecting Reviews (00:15:45):
- Post-transaction requests: asking for reviews right after a customer has completed a purchase.
- Timing: optimal review requests typically between 1:00 PM and 2:00 PM, considering customer behavior patterns.
- Difference between product and service reviews and the timing for each.
- Handling Negative Reviews (00:24:00):
- Embrace and respond to negative reviews as they build trust and offer learning opportunities.
- Proactively resolve customer issues and ask them to update their reviews.
- Use sentiment analysis to understand common issues and improve.
- Advantages of Third-Party Review Platforms (00:35:00):
- Third-party platforms provide independent validation, high domain authority, and better search ranking.
- Trustpilot’s tools and processes ensure accurate and fair reviews, enhancing consumer trust.
- Showcasing Positive Reviews (00:45:30):
- Use widgets on key conversion points on your website.
- Share reviews on social media, display ads, and cart abandonment emails.
- Volume of reviews adds credibility to the positive feedback.
Podcast Guest Info:
- Brian Merritt
- VP of Customer Success at Trustpilot
Contact Information:
- Email: [email protected]
- LinkedIn: Brian Merritt
