Many sites (amazon, expedia, etc.) ask you for feedback when you buy something. ebay goes further by making it such an integral part of the process. By I received an email today from a US company called Zooscape.com that goes to a new level.
They've given me a list of reasons for why customer reviews are really helpful. I actually found the list quite interesting, and indeed helpful. I will be using it in presentations to clients - to show the value of opening out the brand to customer feedback, and also to show how a long form email can be a valuable part of CRM alongside offers.
Here's their list of reasons in full:
* Let me take a moment to explain why product reviews are so important.
We trust that your shopping experience with ZooScape.com was a positive one, and while we hope every product we sell offers a high level of satisfaction, we simply cannot be absolutely sure unless we get feedback from customers like you. We sell a lot of products, and we do our best to keep ourselves informed and provide you with as much specific information as we can. But, in the end, it is still YOUR experience that really counts and keeps us better informed about aspects of a product that would otherwise be unknown to us.
We take all the reviews we receive very seriously, good or bad. In fact, your reviews can even make or break a product at ZooScape.com! Here's how:
When people like you share their positive reviews with one another, more new visitors to our site can be confident in the satisfaction and results they will achieve. Your review may be that final little bit of information necessary to sway someone else into finding a product with life-changing results! Then, that person's positive experience is passed on and read by another person, and so on....
On the other hand, if a product is simply not 'living up to the hype', and is receiving lukewarm or even negative reviews, then inquiring shoppers have the right to know. In fact, if the growing body of public opinion is that a product is simply ineffective, we will remove the product, (not the reviews), from our site! Honestly, there are some products we no longer sell because the reviews were awful.
With the staggering number of products available online, getting the benefits of previous users' experience is vital. I am also a shopper, of course, and I also buy products online. I personally find that reviews act as a safeguard ensuring quality and efficacy of every product. Like everyone, I am much more confident buying a product online if I have seen reviews for it first.
Think how you feel when you come across a product that you think might be right for you, and some great reviews or a few success stories confirm those very thoughts, providing you with confidence and certainty. Think of how you feel when a review might make you aware of something you neglected to consider about a product or its claims, steering you in a better direction. A community of people sharing thoughts, opinions, and experiences is an extremely beneficial process in the online shopping world.
Of course, not everyone is in 100% agreement, and experience with the same products may vary. But, a longer list of reviews for any given product means a more accurate general consensus. It takes just one person with the courage and dedication to write one simple product review to 'get the ball rolling'. That's how online communities and forums are created!
We would greatly appreciate your thoughts and opinions on any ZooScape.com products that you have purchased, or even a product that you purchased elsewhere, but would like to express a few thoughts about.
We are giving you, the customer, a forum to be heard by thousands of people! If you wish, you can even state your opinions with the comfort of knowing that you are protected by total anonymity by entering your name in the review as 'anonymous'.
So, this is why I am personally asking you for your help. On behalf of all present and future ZooScape customers, just like yourself, I know that the more product reviews we have at our site, the better informed everyone is going to be.
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