Customer reviews are an important aspect for any business - especially for new market offerings such as car subscription. By having customers share their experiences in the most transparent manner, reviews go a long way for providing social proof and evidence for your value propositions which ultimately offers insight into what new customers can expect. Customer reviews not only help cement your customer excellence, but also provide a point of difference over your competitors.
As the demand for car subscription continues to grow and new providers entering the market, pricing and vehicle offerings may begin to reach a level of homogeneity. This may see customer reviews becoming all the more important in helping your business acquire more customers.
Many would like to think that customers who are delighted with their experience will automatically write a review on their own accord. While this applies in some circumstances, there will be times where you'll need to prompt your customers to provide their review. A simple yet effective way is to ask them about their subscription experience when they return their vehicle and kindly ask them to share this on your Google My Business profile.
While there are other alternative review sites, best practice is to focus on your Google profile as this is often the main proof point for many customers who are searching for your business.
In addition to customer reviews, photos of customers with their vehicles can further strengthen your social proof and add to your competitive advantage. One way to obtain photos is to politely ask for a photo of your customer next to their vehicle, shortly after you finish taking photos of the vehicle as part of your vehicle inspection process.
Now that you have collected some positive customer reviews, it's time to showcase them to provide some social proof at all touch points. There are three main touch points you should aim to share your customer reviews on:
There will be occasions where a customer may submit a negative review outlining some unfavourable experiences they encountered. While there is no way to remove these reviews on Google, it is recommended that replying back to these to show your acknowledgement and promise to improve. Examples of replies can include prompting them to speak to your team to explain in further details or apologising for their experience.
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