>> Tester Community
Create a community of testers for your products and tap into this resource as and when you need. This will help you have reviews for products from day one.
Argos created a testers community of about 5000 people. In exchange for reviews, suppliers paid to tap into this tester database and sent at least 10 products to people in the program that fit the profile for the ideal product user.
Respond to reviews
Show customers that you value them and their feedback by responding to reviews. Reinforce customer trust by engaging with the negative reviews politely and sympathetically and do what you can to create a favorable outcome for the customer.
The data you collect from customers and or the tester community can improve your product too. It can be used by the quality assurance teams, product development, product information and can also improve service propositions.
TAKEAWAY #1 - Customers trust other customers.
TAKEAWAY #2 - Customers want to see all reviews - the good, the bad and the ugly.
TAKEAWAY #3 - eCommerce websites should have at least 15 reviews per product.
TAKEAWAY #4 - Incorporate CGC into the whole customer journey
TAKEAWAY #5 - Use CGC to improve everything about your product
Joanna Diana Steele is a Digital Marketing & eCommerce Consultant, Trainer & International Public Speaker. She has over 15+ years of digital experience helping multi-million pound UK brands like Argos, London 2012 Olympics and Mothercare engage consumers with award-winning campaigns and experiences, build online communities and increase sales. She was nominated for a TechWomen 50 Award in 2017, which recognises emerging tech talent in the UK and writes a column for She Leads Africa – a community that helps young African women achieve their professional dreams with engaging online content and pan-African events. She is the Co-Founder and CEO of Dimax – A digital agency that unifies creativity and technology, helping businesses in Central & West Africa to become digitally focused to drive growth. The Dimax vision is to be the No.1 digital agency in Africa. Her passions are Africa, tech and travel. She is also a big music fan and loves football supporting North London’s finest Spurs.
Connect with Joanna Steele:
Linkedin - www.linkedin.com/in/misssteele/
Website - www.dimaxdigital.com
Instagram - @joanna.diana.steele
Twitter - @misssteele
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