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[MUSIC PLAYING] I certainly don't have to convince you of the importance of compiling reviews from your customers. What I do want to stress is the importance of being proactive in gathering them. Don't wait around and assume a customer who very well may be satisfied with their purchase is going to come back to your website just to leave a review. People are actually more inclined to go out of their way to leave negative feedback.
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That being the case, it's in your best interest to be proactive with your collection. Use your automated triggers to follow up with your customers a set amount of time after their item has been delivered and make it as easy as possible for them to leave feedback to maximize your chances on collecting more reviews. Timing is key here. You don't want to ask for your review the moment your customer receives it, but you also don't want to wait too long after the initial buzz of excitement has died down.
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Ultimately, it depends on the industry you're in and the product you are selling, but in my experience, 3 to 7 business days after the product has been delivered is the best window of time to fit this in. As always, you test the best timing against engagement and vary your scheduling here. Besides the obvious advantage of collecting more reviews, this also provides you 2 to 3 additional touch points with your customers post purchase that you wouldn't otherwise have.
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The initial email asking for the review, then a follow up email thanking them after they have submitted, or following up as a reminder if they haven't submitted, and then thanking them if they do. These are just a few more interaction opportunities to reinforce your brand, sell complimentary goods, or promote referral, loyalty, and subscription programs. No one said you have to focus the entirety of the email on review capture, that was the foot in the door, now make the most of it.
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