customer reviews

Ray Ban’s 10-month delay in sending post-sales email isn’t as strange as it seems

Consumer reviews are a powerful conversion tool for ecommerce sites and many brands send emails to solicit product feedback from recent customers.

In general, this takes place within a few days or weeks of the purchase, while the customer is still enamoured with their new item.

However last week I received a post-purchase email for a pair of sunglasses I bought 10 months ago.

Five ways to use social proof online

Social proof is nothing new. It’s the idea that people will naturally follow the actions of the majority. Basically it’s a fancy way of saying ‘herd mentality’.

My first (unbeknown to me at the time) experience with social proof was through a game my friends and I used to play at school.

We’d stand under a random tree and stare up as if something interesting was happening. Gradually a crowd would begin to gather, joining us in the staring until they finally realised they were looking at absolutely nothing.

10 ways to encourage customer reviews online

Customer reviews are a hugely important in ecommerce for improving your conversion rate, and can lead to an uplift of 18% in sales.

Research has shown that 61% of customers read online reviews before making a purchase decision and 63% of customers are more likely to make a purchase from a site that has user reviews.

Annoyingly though, customers generally can’t be bothered to leave their feedback. As such you need to find ways of encouraging your customers to leave their feedback without coming across as desperate.

It’s a topic we’ve previously touched on in posts looking at how to organise ecommerce product reviews and how to optimise reviews for higher conversion rates.

And here are 10 tips to help you drive up the number of reviews on your site…

Open Label wants to be Yelp for barcodes

Thanks to the internet, it’s never been easier for consumers to share their thoughts and opinions about products and services. That has spurred the creation of an entire online reviews ecoystem.

Popular reviews sites like Yelp, which is planning to go public, can literally make or break a business. Earn favorable reviews and a steady stream of eager new customers could be coming through the door. Earn poor reviews and attracting customers can become a difficult task, although there’s some evidence that negative customer reviews aren’t as bad as thought.

10 of the most amusing customer reviews on Amazon

Customer reviews can be incredibly influential in making or breaking a product. In the past six years or so reviews have been embraced by many e-commerce sites, to help engender trust.

Sometimes customers leave tongue in cheek reviews, and given that it’s April Fools’ Day I thought I’d compile 10 of the best from Amazon. 

If you’re having a slack Friday afternoon then do check out the rest of the reviews on these product pages… 

What you can learn from the web’s most unscrupulous merchant

Last Friday, the New York Times detailed the antics of a gentleman who
may be a contender for the web’s most unscrupulous merchant. Unlike
other unscrupulous merchants, including the lazy, the flaky and the
scammy, “Mr. B” has taken great pride in his unsavory — and potentially
criminal — treatment of customers.

Many of the responses to the New York Times piece have centered on
Google’s role in Mr. B’s online business, which sells eyewear online.
That’s because Mr. B worked his site up the rankings by taking advantage
of the fact that many of the complaints being posted about his business
online were generating valuable backlinks despite the fact that these
backlinks, of course, were not really positive signals.

Yelp fights lawsuits in the court of public opinion

2010 has not been a kind year so far to Yelp. The popular customer reviews website is now facing not one, not two, but three separate lawsuits which essentially allege that the company has built a business by extorting local businesses.

They claim that, in an effort to turn listed businesses into paying advertisers, Yelp salespeople have offered to remove bad reviews, and that they’ve also removed good reviews when businesses turn down advertising solicitations. Not surprisingly, Yelp has vigorously denied the charges leveled against it. And it’s not waiting for a court date to make the case that it’s innocent.