Brian and Cory walked through to topic of getting your first review, and how to make it a good one!
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Machine Transcript – Getting Your First Review
Brian Krogsgard 00:03
Hello, welcome to Commerce Journey. My name is Brian Krogsgard. I’m here with my partner Cory Miller. Hey Cory
Cory Miller 00:09
Hey, good to be on the webinar gift Commerce Journey.
Brian Krogsgard 00:12
Yep, today we’re talking about getting your first reviews, we want to make this short and sweet and help you get that first review. And while we’re at it, avoid some common pitfalls that people can fall into. And some of those holes can be hard to dig your way out of. So, Cory, let’s get right into it. But before we do, we want to say thank you to our partner for this and all videos that we do with Commerce Journey, that is GoDaddy Pro, go to CommerceJourney.com/go-webinar. And you can get an outstanding deal to get started on your site, your eCommerce site, get it up and going for only $1. And they build in a ton of helpful extensions. With that, and it’s the best deal you can get on the entire internet to get started with your store. So thank you to GoDaddy Pro for being our partner with that. All right, Cory, let’s dig into reviews. And first, let’s start with the why. And can you tell us? Why are reviews so critical for your eCommerce products?
Cory Miller 01:14
You know, we talked about theVidaBars.com quite a bit here, because it’s one of my endeavors with another partner. And it’s a physical product and all that. And I’ll tell you, she’s got she probably has 100 reviews right now, Brian, and she actually got her first not five star review. And but they’re so critical for these reasons. So as I scan through those reviews on the Vida Bars, I’m like, this is incredible. Even the four star It was a four star still, it was like still, you know, awesome. But it made me think about this critical question just asked. So, you know, for me, it’s, it’s, you want to see someone saying something about your product, the last thing you want them to do is be lukewarm about it, or blah, you know, that means they’re probably not buying it. So, you know, product reviews, specifically help you gauge how your product is doing everything to me is data. And even the negative stuff like, you know, you’ve got negative, you know, reviews for, you know, a lot of your online work. And so, so have I we’ve been doing, you know, web work for too long not to be criticized for it. And but, you know, even the negative does help. You know, even if it doesn’t go live with sometimes you’re thankful doesn’t go on the web, but it still tells you something about what your product is doing for your audience.
Brian Krogsgard 02:41
Yeah, so that’s the first two big games right with any review. One is that the reviewer is providing feedback to the seller. And whether the review is positive or negative, the seller is going to benefit from that feedback. If they take it appropriately. And they listen to their reviews. The second thing that they’re going to get is the reviewer is providing feedback that’s going to assist other buyers. So the but as the seller, we can only control one of those things, which is how we respond to positive or negative feedback. And even in our positive feedback, often we get constructive criticism that we can use to improve the product. So I love that you put gauging, you know the product first here rather than, you know, the network effects it has for the rest of the store.
Cory Miller 03:32
I think it gets overlooked too much. And I was telling my wife actually like an hour ago, we were talking about somebody asked us one time what’s your biggest weakness? And it was this workshop and you say, okay, what’s your biggest weakness, you turn it over. And there’s something really positive on the other side of it too, you know, and I told her, I said much criticism, like, that’s my weakness. I don’t like criticism. And so I know people will be listening to this and thinking about their reviews and go, Ah, gosh, it could trigger some perfectionism, you know, where you never launch your product, it could trigger some things that I and so I want to state it as like, let’s let’s flip it, let’s flip, you know, even the negative stuff and use it for the better good. And so that’s what you said like product, and the messaging and the audience. So like, again, just given some of the V bar comments. I’m like, we got to put these words into the messaging, like, the best messaging to me is hearing a customer say what your product does for them. You know, I think about post status. And as I’ve been a partner for the last, let’s see, 10 months now, it’s been really interesting as I’ve talked to customers, because they give you the best feedback, we put a product out there that we think should match what they need. But when you hear back in the form of review or testimonial, I think that really sharpens up this is what our product does, you know, yeah, we’re not always right.
Brian Krogsgard 04:59
And there They’re gonna be able to put it in words, sometimes better than you can. And then you can use that both in your marketing copy and also as testimonials for the ones that are appropriate. So then getting the feedback in their words, I mean, they’re your, they’re like a copywriter built into your review system. And then you talk about social proof helping sell more products. So social proof is multiple things, right? The number one thing that you’ll see with social proof is the social proof that’s right there on your website, or wherever you’re selling products, you always feel better. If you go to the Vida Bars or somewhere, you go to the product. And you see a whole bunch of reviews of other people who have bought and tried the product. It’s never exciting to feel like you’re first. Yeah, when you’re buying a product, like, you feel like the guinea pig or the trial user, not the person that, you know, you’re you’re participating in something that people have already, like ironed out a lot of issues with and taken care of, and you get their feedback on like, was this positive experience or not? So I think of social proof in that way as being the most important. What do you have to add to that? And then what other types of social proof are there?
Cory Miller 06:12
Yeah, you know, I think about Amazon, they really truly are one of the best examples of social proof because of their comment review system and their five stars. I love it. Because you know, when I’m looking for a book, or if you run Krogsgard, hasn’t recommended an audio video equipment or a coffee device, then I’m like, okay, I want to see somebody else that has put in the time to read that. But it, it’s like you said, like, you don’t want to be the first person to ever go to a restaurant, you want to be the guinea pig, the lab, the lab rat, necessarily. And again, it helps frame up, like even the negative reviews on Amazon for a book, for instance, I still pay attention to and I think I think we’re oftentimes worried about that. But the social proof was someone has like, it’s Vida Bars now. All but one is a five star. So you could go okay is somebody could be doubting that, you know what I mean? But to see all the names and go, these are real people, this isn’t a machine a robot trying to put all this together. And to go like, just like you said, You got a ton of really high reviews on something. I’m like, by now, like, yeah, no worries and fears somebody, you know, already vetted him for me,
Brian Krogsgard 07:20
right? It’s funny, you say that to about the one non five start, you know, as a seller, it could feel like a little dagger, you know, like, somebody didn’t think your product was perfect. But as an outside observer, it makes me feel like these reviews are authentic. It’s not like they went and deleted a bunch of stuff. Because I would almost rather buy a product that has like 4.85 stars out of five than one, that’s five out of five. Because I feel like there’s, there’s a greater diversity of who bought and reviewed that product and makes me feel like it’s been around longer time to, you know, be in the middle, you know, on some things and have mixed reviews, I buy lots of stuff on Amazon or wherever else that have negative reviews, products are always going to have enough, you know, with enough reviews come negative ones, but you want the balance to weigh towards the positive reviews. And you want that number to always be high. Kind of like how, you know, most people probably don’t have like a perfect 5.0 on their lift ratings or their Uber ratings. But you know, if they’re like a 4.7 or something, you’re still going to be okay riding with them.
Cory Miller 08:31
You know, you see a three you might be like, maybe I should get out.
Brian Krogsgard 08:35
Exactly. So that’s a Yeah, that’s great social proof. And then one other social proof is you can use it in your testimonials. So you can pluck out your best reviews, use it in your testimonials on your website, use it in testimonials on social media, actual social proof social media. So take a testimonial if if you have permission, or if it’s you know, the type of thing that’s within your Terms of Service or whatever else and say like, this was the best haircare product I’ve ever had in my entire life. Bam, right on your Instagram, there you go put it on a pretty little card. And you know what, you probably just convince someone else to buy your products because you shared a review that you got from a customer. So yeah, social proof can have a lot of power. All right.
Cory Miller 09:21
That leads us into what to do.
Brian Krogsgard 09:23
Yeah, so this is just the practical stuff. And Cory, you’ve done probably more follow up emails with customers than most people because you’ve sold a lot of software over the years and and now the physical products to tell us about how you approach that post purchase email asking for reviews.
Cory Miller 09:43
Yeah, I mean, the number one principle about how to get a review is you have to ask, you know if you don’t ask nine times out of 10 people offer especially if they’re kind of maybe a forced out of you know, so you know, you have to Ask specifically and this right here is the key way to do it is to take whenever you think your customer has had enough time, after they bought your product to properly try to use it, then email them this is so easy because most email software out there WooCommerce has these type of emails, MailChimp, all the integrations, Constant Contact, Active Campaign, ConvertKit, they’ll have a way to do automated emails, and you just simply say, hey, how to go. Now one thing you specifically should do is say how to go and ask them, say, go here, give the exact link to the product, or they can skip straight down to the reviews and enter it with as easy as possible. That’s what you want to do.
Brian Krogsgard 10:47
So this is one of those ones where there’s a couple of quirks to that could be important. One, I’m curious with yours from a software perspective, they got delivery of the product right away. I am always annoyed when I get requests for reviews of physical products, and I like haven’t even gotten it or I just got it. So they send it a day or two days after I ordered. And it’s clearly not enough time to be able to provide a decent review. So how did you approach that to say like, hey, please, you know, consider a review. Do you do it a week after 30 days after? What felt appropriate for you, as a company?
Cory Miller 11:27
Try to recall back I think it we did it between two weeks, 14 days and 30 days. Now, it would be 14 days. And we thought okay, they do get it instantly. Vida Bars are a physical product, like you said, there’s fulfillment time, their shipping time. So lag it out five days, whatever that might be, you know, and then Okay, well, they have time to actually use it in the next week. So it might be a two week window for them. But for software, we felt like Okay, that’s enough time to probably, you know, install the product cars or software. And, and of course, all of our intro emails also said, here’s the forum, here’s the support where you can get ticketed support or something like that if you have a question or problem. So that’s an indication to we wanted to make sure they knew they had a problem, they could actually get it resolved. But we did it about 14 days. And I want to say we did more Net Promoter Score NPS, it’s very popular if you just Google Net Promoter Score. It’s basically the question of, would you refer this? Would you tell someone about that? How likely would you be to tell someone else about this product, and they’ve got bands within there, you can look all this up. And you can do it with the form software with WordPress or Wufoo, or Survey Monkey or anything like that. Very common stuff. And then you can figure out how to grade those. But we did the Net Promoter Score mainly because we wanted to have a, you know, quantifiable way to go here’s where we’re at. And an indication like if somebody is not a foster system, but somebody said, you know, blow, I think I want to say it’s like a six and below. That’s when you’ve got concerns about what you’re doing. We asked him exit tickets to NPS only says one, just write it, right? We asked to we said give us a thing. And why did you do it? Why did you write this the way you did? Because again, feedback is data. Everything is data. And so we wanted to know, and that was a nice way to do that. So once it was about 14 days after purchase for software.
Brian Krogsgard 13:23
Yeah, that makes a lot of sense to me. And, you know, the industry standards, and that they do range widely. And I think it depends on product, you know, somewhere between seven and 30 days. And obviously there’s two risks here, depending on what you choose. If you’re too early, they may not have used the product. So even if you get a review, it may have some kind of qualifier like, well, I’ve only used this once. But you know, that type of thing. I’m always a little more skeptical of those types of reviews. I recently bought a projector because we wanted to do outdoor movie nights, and we wanted to do you know, like sports outside and stuff so that we didn’t have to deal with having friends over and inside, given the times. And that was one of the things I was looking for reviewing projectors, because I was like, Well, how did this last? And there are kind of a couple of different times where I think reviews can be really effective. One is like, hey, seven days, 30 days soon after purchase, what’s your what’s your general feel? Another one that I think can be really interesting is actually maybe you send it just to people who have already given you a positive review. Maybe they haven’t unsubscribed from your emails, something to assure you maybe they’re a positive customer experience. But maybe interview maybe ask for another review like six months down the road. And that those can be really authoritative reviews, in my opinion to kind of get a bonus follow up. But yeah, as a general rule of thumb that seven to 30 days is really good. And yeah, and like you said, you can do that with pretty much any of them. For what it’s worth, when you think of like, you know, is this is this impactful, you’re going to get a lot of benefits out of reviews, one, it can improve your search rank, because of those words that the customer is using very natural, that’s going to help just on things like your SEO, and two is just gonna outright improve your conversion rates. And it’s just shown in multiple studies that that’s the case. So just a couple other notes there. All right, another strategy for how to get the review. And this is one of those where I have to be honest, as a buyer, it works for me a lot. And the sense of like, it makes me feel positively about the company. It does, I don’t always remember. And that is to include a card in the physical good, asking for the review, we’ll go ahead and include the next one too, and also offer them a reward for doing it, maybe a coupon on a future purchase, purchase. And this one works a lot. I even still have one for product about not too long ago, or I’m sorry, that I bought like six months ago, but I still have the cart around somewhere, I wish I had it in front of me, maybe I do. And that is to offer them a free product if they do the reviews. So not just a coupon, but a product of a smaller value. So let’s see, yes, this here it is. So I have received a Golden Ticket from the company that I bought this teleprompter from to do scripted video. And I say here’s a gift, if you’re happy with your product, let us know how you feel, by giving us a non biased review our gift to you is that if you send us the review, we’ll give you this free product. So they give you this little phone charger thing or not phone charger, little phone holder like a phone stand. And it’s probably worth five or 10 bucks. But the original product was worth like 200. So on their point of view, they’re only sending this to they’re only rewarding this to a minority of customers, the people who actually fill it out and then send them the card back. So what are they what’s their cost Cory one, maybe 2% on the product, to end giving out these rewards, but you put this in there, and you get some amazing reviews, thanks to putting the cart in the box.
Cory Miller 17:14
Well, if you have a lineup of products, I love this idea. Because if you have a lineup of products, you can go, Okay, this product is what they’re going to buy. But this one would be really great to help continue to add more customer lifetime value. You know, basically, they’re going to spend more money with you because you’re serving them very well. But great time to introduce them to a new product that doesn’t get as much attention. But you know, if they just try it. So it’s one rewarding the customer but it’s also letting them sample like on Vida Bars, we initially had some trial sets that would have been ideal, like you bought clarity, you know, the clarity bars will give you the growth trial set. If you do think well, then they just get the sample to products that just widens it out. So I love this strategically, if you think about it, how can it help grow your business while you take care of your customers and get a review for it and honest review. And I like how you put that there?
Brian Krogsgard 18:08
Oh, yeah, absolutely. And you know, when you go to this page where they say, you know, to redeem your product, where you’ll fill out a form, you’ll link to your review, you know, the other thing they do is they’re going to put a pop up and say, Hey, you know, get 15% off if you buy something else while you’re at it, or you know, some kind of cross sell or upsell to buy across the spectrum of their products, and they could very well end up selling you something worth more than the free thing that you’re getting. Thanks for that review. So that’s a clever, a clever thing that you can do getting reviews, and I bet it’s going to end up costing you basically nothing when you do it. And that’s just, that’s just good marketing in those physical products to send that along. Alright, Cory, this one is go ahead.
Cory Miller 18:55
And the principle there is that it costs a lot of time and money to get in the effort to get a customer so you get a customer and try to keep extending the value you offer to them and the revenue you get back for them. And that’s I think this is a win. huge win win win strategy.
Brian Krogsgard 19:12
Yeah. And it makes you more loyal as a customer to like I’m gonna be like, Oh, yeah, multiple things from that company. Mm hmm.
Cory Miller 19:19
I like to say influencers. I’ve got some stuff to share, too on that. But what sending your product to influencers for your church for an honest review? Huge way we did that with Vida Bars. Anna was sending out free bars to people to build book buy the stuff. She’s been careful how she said next. We didn’t have the manufacturing capacity. But I really liked that. What are your thoughts specifically, you know, printing this down here is influencers for your charge and things like that?
Brian Krogsgard 19:49
Yeah, I think it can be really beneficial. It can also have blowback. So I think you need to handle it delicately and consider who these influencers are and The number one thing to consider is, are you sending this to someone who is going to actually benefit from it? And that you think is gonna, you know, potentially give you a positive review? And does it fit with their other content? You know, Cory, I’m more on the content side of things. And I have audiences. So sometimes people say, Hey, man, we’d love to give you this free access to whatever, whatever software or service? And will you talk about it? Sometimes I’ve said, Yeah, sure, I’ll check it out. And then maybe we’ll include a link in our newsletter, I’ll share it on Twitter or something like that. But it can really go wrong, if it just has nothing to do with what you actually do with your regular content. So I’m either going to say no, or you’re just wasting your time. Or even if I put it in there, it just feels off putting to the audience themselves. And you end up kind of gearing this review and this stuff to people that are not going to give you impactful or positive reviews because it just doesn’t fit, right. So you want to go after who are the influencers in this sector. So in the ways coffee all the time. So if it’s coffee, maybe you send your free thing to like a local coffee shop that, you know, there’s a certain way to brew coffee or something. And then they could say, we’re trying out this new, you know, like, supercharged jacks, you know, like a coffee product, and they put it on their Instagram about, you know, showing themselves showing how they do it. If you put that on, like some other, you know, like a yard work website, like, that’s not gonna make sense, obviously, that comparison is Goofy, but you see what I mean? Like you need to be considerate of who you’re who you’re trying to get to do something and how you blend that in. The next thing. One other thing I’ll say real quick is Yeah, kind of know your lane. You know, like, if you’re looking for, say, a YouTuber to review something, let’s take that, you know, the the iPhone holder thing earlier, you’re probably not going to get like Casey Neistat, or somebody like that, like somebody with millions of subscribers, to just review your random product. But you can probably find someone with like 10,000 subscribers that would be happy to do this. And you’d actually gain a fan through that, like micro influencer. And I think a lot of times what I see is people, they try to jump really high, you know, when they go after these influential people to do their stuff, when you can like, tone it down a little bit and go after somebody with plenty of influence, but maybe a smaller audience, and it’s much more targeted, I think that’s going to be a more effective way to get decent reviews from people, because they’re going to take it more seriously too, they’ll give your product attention because you gave them attention.
Cory Miller 22:45
This all takes work and thought this particular item, but it’s so incredibly impactful, especially when you’re just getting started. Especially if you’ve made something in your you’re trying to send that out. And it can work on so many levels. Back to the original why you get product feedback from the pinnacle of, you know, your ideal customer, hopefully, if you’ve learned that audience with who you’re sending it to access potentially to that audience when they rave about it, you know, Anna had really big YouTuber she had like, I don’t know, 1000 views by the time I saw the video of her walking through this and then going to use the bar and there’s like, you can’t buy that, you know, you buy it in a sense of it costs you money to send that out and labor to follow up and all that stuff. But I mean, for all the reasons we said why this one is so incredible, you start to tell people about your audience, it doesn’t scale. It’s hard work. It’s the snowball, pushing the snowball trying to roll the snowball up the hill. But I promise you, you do things like this, you’re going to get all that especially if you’ve aligned again, the audience with the influencer, you know, this person you’re sent to is someone you’re going to be marketing to the product, and they have a big audience. Super awesome way to do it highly suggested, but it’s gonna take work.
Brian Krogsgard 24:06
Yeah, and you know, usually the result of these is not really going to be like the review on your website that you see at the bottom of the product page. Now, you might end up being able to include it in a testimonial with a link off to their piece of content. But typically, it’s going to be their blog, or their YouTube channel or their Instagram, something like that is where you’ll point to where they because they’re going to use this review on their existing audience not not only geared towards you. Yeah, so there’s a lot that you can go deep into that, that world. It can be very effective though. Like, especially like you said, you may have a great product but you’re not in front of people. Well, you need to make relationships with the people who are in front of people that you want to sell to. Alright, this is gonna go seamlessly in what not to do, because you can go you can make do a lot of stuff that’s not going to go well. Number one, in my opinion, and now this is possible, but for the most part, do not pay for reviews, you want to, you might send the product for free for an honest review. But you’re you don’t want to be viewed as compensating someone for a positive review. Now that’s different from a sponsored post, it’s different from advertising. This is a shady tactic, and it’s going to get you banned. If you’re selling on a marketplace. Like if you’re selling on Amazon, this will get you banned as a seller, if you’re doing this on your own website is just going to feel icky. You know, and if you get uncovered, and eventually bad actors tend to get uncovered is not going to go well for you. If people you know, 1000 people buy something, because it was on, you know, x, y Z’s YouTube channel. And then the product experience isn’t very good. They go complain to Xyz. And he’s like, I’m sorry, they didn’t even know that, you know, I didn’t try it, or they paid me $1,000 to do it. And then it’s just like, boom, big blowback. You know, you’re gonna get returns, or requests for returns, or negative reviews are all kinds of stuff that’s going to be not what you want. So just don’t pay for reviews is kind of my general rule of thumb. What do you think about that, Cory?
Cory Miller 26:22
Oh, totally agree. It’s if you’re paying for a review, or feedback, totally different from what we’re talking about in this because, you know, there might be a time where you, you know, I would well, Brian products I’ve launched in the past, I wanted your feedback. I was willing to pay for your time, but I wasn’t going to say that’s a product review.
Brian Krogsgard 26:42
Yes. Consultant, you’re not asking me to go put it in front of my audience for that fee.
Cory Miller 26:46
Yeah. It this can burn you in so many ways, and it’s just not good practice.
Brian Krogsgard 26:54
Yeah. Alright, so the next thing that would,
Cory Miller 26:59
but you know, that for them saying, Hey, I’m gonna pay you, you know, 100 200 bucks to give me a review on this?
Brian Krogsgard 27:05
Yeah, absolutely. Alright, so the next thing that we want to consider, and I’ve experienced this before, too, especially if people think because they, This often happens, like someone gives me access to something for free, especially if I didn’t even ask for it in the first place. And then they get aggressive in asking like and kind of demanding a review. It’s like, Oh, well, I gave you I sent you this thing that you didn’t ask for, or I gave you access to this thing that you didn’t request. And now you get aggressive with an attempt for you know, me or like someone influential, or even your past customer. To review it, it can have the absolute opposite effect that you desire, people typically don’t respond well, to aggression. Now, that is different from persistence, perhaps, whether in the request, or, you know, if you send an email, so you send three emails over time asking for review, it’s not the worst thing in the world to send an email, it’s 123 times or whatever. Persistence is, okay. aggression, or anger, or any of those negative connotation words that you can come up with, if you’re presenting those to a customer or to someone that matters in your ecosystem, it’s not going to go well. So if you’re, if you’re trying to force your way in, think twice about that, because it could have the absolute opposite effect that you desire.
Cory Miller 28:33
Yeah, think through the opposites of these. It’s genuine, it’s authentic, it’s open, it’s probably also deep. You know, it’s realistic feedback. And when you try to go outside of those norms, and you try to bribe positive ones, you’re getting into dangerous territory. And that’s what all of these three points have in common is just like the words, hostile, aggressive, you know, I was going to say to though, Brian, like someone gives you an authentic one star, two star, that’s an opportunity for you to go to them, try to make it right in some way. And particularly, we’ve seen this in WordPress, and ask them to come back and redo their, hey, now that we’ve done this, would you mind coming back and, and re re reviewing
Brian Krogsgard 29:19
your product, the product that you’ve you’ve sent and see how that might change. This is where your support team and even if you’re a company of one, you’re the support team. But if you have people that helped you with support or help you with, you know, wrangling reviews or responding to things online, all that is very important in this type of environment, because you have a natural reaction sometimes to defend your product to defend your service. And you can, but you need to approach it as the adult in the room, even if the reviewer is not being an adult in the room. For instance, if something Yeah, like say you get Have a review that’s just not like it has nothing to do with your product, you know, like, maybe it gets massively mishandled in the shipping sequence. And someone gets it is torn to shreds. But you know, for a fact like it was boxed up nicely, it was padded, whatever else would knit somewhere along the lines, I got messed up, you can’t control that. And if someone goes off on you because of it, you can just respond nicely apologize for the fact that it occurred and then try to resolve the issue. And like you said, you might actually get someone to switch because of a positive customer experience from a 123 star review to a four or five star review. in it. The other thing is, other people are going to see how you responded to the negative reviews. Like we said at the beginning, I expect to see negative reviews, when I buy things. When I see a negative review, when I see a positive experience from the seller, a positive response, that is going to flip the negative to a positive for me, because I see that they cared about their product, they attempted to reconcile or make the customer whole, whatever it took on that negative review. And that goes a long way and can really counteract the negative review in itself. Even if they never change the rating.
Cory Miller 31:18
They see how you operate like you’re talking about with your support team and, and how you do customer service. I mean, it’s demonstrating the value, if if you’re defensive. They’re gonna say, oh, man, this is going to be a heart if something goes wrong, this is going to be a really tough organization to deal with. If it’s, can you tell me more about the product. And, you know, I think oftentimes, the first thing we want to do is get it to a private conversation. But you know, if you’re able to demonstrate, hey, love to help you, I want I want to dig into the why and underneath, so I can help you get to your results you’re wanting. That’s such a great showcase of how you do business in such a way that in itself is that is a positive review, like you were saying,
Brian Krogsgard 32:02
I’ve had multiple times where I’ve had a negative first experience with a product. And then I ended up giving the company praise in some way. Because the positive experience in the follow up was so strong, whether it was a physical product where I was like, Hey, I just had this issue and something something something, they come back and they’re like, engaged and really going at it, trying to solve my issue that is so impactful, you can really turn a negative customer experience that could become a bad review into a good review. Or you can flip a negative review, if they didn’t review it negatively, you can flip it on its head and make it positive. And that’s a like must have in your eCommerce business is try to positively engage with those customers to flip negative reviews to positive and at the very least, to show other customers that you care and that you’re engaging with any negative feedback, even if it’s a five star feedback, but it has an item that’s like, Yeah, but this little clip broke off or something like that say like, you know, be in there and say hey, that’s something that we addressed in version two or in batch three or you know, something like that. And and listen to those reviews, like you said earlier Cory and iterate on your product and iterate on the way you communicate and all these things you’re going to get so much out of positively engaging with with your reviews. Totally agree. All right, what are we missing here? Cory if we got it covered,
Cory Miller 33:32
I think we’ve got it covered. This is a great basis to think about your approach to reviews, why you want to do it what to do what not to do so I think we armed them with some great tools, tips and actions they can get started on for their eCommerce store.
Brian Krogsgard 33:48
Awesome. Thanks everybody for joining us go to CommerceJourney.com/Facebook and engage in the conversation with us on Facebook. Go to CommerceJourney.com/go-webinar to check out GoDaddy Pro, it will get you started on your eCommerce store. Thanks so much. We’ll see you next time.
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