Are too many of your potential customers scared to buy from you? Are you frustrated that you’re getting decent traffic to your website but your visitors seem reluctant to purchase from you or even contact you?
It may be time to have a look at your testimonials.
It’s no secret that the opinions of others matters to us. Psychologists and marketers know and utilize this principle of “social proof.”
And that’s why the right testimonials need to be a part of your marketing.
They are powerful.
90% Of Customers Say Buying Decisions Are Influenced By Online Reviews
When a prospective client reads, watches, or listens to your testimonials, it’s like somebody’s whispering over their shoulder, “trust me…I felt like you…it’s gonna’ be all right.”
Their fear is fair. They don’t know you. Not yet.
And yes, you may be incredible. You may deliver the most fantastic product or service.
In fact, you may be EXACTLY what your future customer is looking for.
But they need some help to get there. And testimonials, done right, can move that needle in the right direction.
It’s especially important in the online world – where your customer may not be able to walk into your store or visit one of your locations because you’re half way around the world.
Customer testimonials have the highest effectiveness rating for all types of content marketing, with a rating of 89%.
Don’t forget, there’s a natural fear of the unknown. It’s part of our DNA. It’s one of the reasons we reference the behavior of others.
This practice has kept us safe and allowed us to survive and prosper…not only on the school playground, but as consumers.
Customer testimonials soften the fear that most of us have. Remember, buying is an emotional decision at its core.
So does that mean you shouldn’t be self-promotional?
Not at all. Tell your prospects you’re great. Absolutely. Be proud of who you are and what you stand for.
But make no mistake about it, another person’s positive perception of you holds more credibility than any other marketing message because:
- There is trust.
- There is an implied impartiality in a third party opinion.
They love you…other’s love you. Yup, you are the real deal!
Testimonial examples – why one size does not fit all
The prevailing and often contradictory wisdom surrounding client testimonials, is that there are hard and fast rules you MUST follow in order to successfully utilize this social currency, like:
– client testimonials need to be as specific as possible
– client testimonials should use relevant numbers
– a customer testimonial that is short and simple is best
– customer testimonials with longer stories convert betterIn our experience, you need to test which kinds of customer testimonials work best for you in specific ways.
In some cases, a couple of effective sentences will perform well.
Sometimes, a story works best.
Over time, as you gather more and more testimonials, you need to test which kinds and combinations work best for you in your market.
Faces add elements of trust to testimonial examples
RIM Marktforschung GmbH
Real faces, real names, and company names add authenticity.
Without these trust signals, the customer testimonial is weaker.
While some industries necessitate privacy for obvious reasons, the optimal choice is to go with authentic details and a picture.
A picture will enhance the persuasiveness of honest reviews.
Video testimonials can pack a punch
Seeing a customer on-screen makes his or her statement even more credible.
If securing this type of customer testimonial is possible for you, then make it a priority. It will pay dividends. And don’t worry too much about production levels for this type of video (but do make sure the sound is decent).
Customer video testimonials feel real because they are. If a picture is worth a thousand words, then, according to Dr. James McQuivey of Forrester Research, a minute of video is worth 1.8 million words.
When a visitor lands on one of our landing pages with a video testimonial like the one above, they are 188% more likely to convert into a lead.
There are so many elements about client video testimonials that work in your favour that I could dedicate an entire post to that. But briefly, here are a few points to chew on:
- Video is the most shared brand content on Facebook (Zuum)
- A study by Comscore found that, on average, a website visitor will stay two minutes longer on a site when they watch a video.
- When we see “real” people talking…it adds a personal and human level to what can sometimes be a very impersonal online world.
A great time for an improvised video testimonial is when you’re meeting with clients or reviewing how a project went. That’s how we collected this very under-produced video testimonial you see above.
Webcam testimonials can add an element of authenticity
Sometimes, circumstance (distance, convenience, time) restrict our ability to capture a video testimonial in an ideal face-to-face environment.
Don’t worry. Nobody is expecting Steven Speilberg. Do the best you can within your given situation.
Almost everyone has a webcam or a smartphone with video options. This can add to the “realness” of the video. It can even add a little charm.
- industry context, within the use of the client’s product
- a recognized leader within the target community
- the under-produced nature of the video lends to the “realness” of the story
Encourage reviews & consider Google trusted 3rd party reviews
If you have an ecommerce site, you need to make it as easy as possible to leave a review. And make sure you place them where they can’t be missed.
Why pay to use a 3rd party independent reviewer?
We’ve all heard stories about fake reviews. The fact that these reviews are verified may create more confidence in your website visitor.
And “approved by Google” means your reviews can show up in product searches like the one shown below. This can be a critical step in performing well if you have a Google merchant account for your ecommerce site.
Customer testimonials need to be part of your processes
If you don’t have a process for collecting customer testimonials you’re hurting your current and future business.
If you know and believe what you do is good, then the world needs to know that. And hopefully, we’ve already established that hearing it from your customers and clients is the best way.
Feel like you’re begging when asking for client testimonials? Don’t! Here’s how:
Ask for feedback, and don’t use the word “testimonial” if it has baggage for you. Keep in mind, feedback can be structured. And that takes the pressure off you and your customers.
Asking customers the specific question, “can you give me a testimonial?” can often trigger the deer in the headlights look.
Not because they don’t value you or your service. But because you’re not giving them any real context and direction. You’re asking them to be creative. They may not be.
Feedback takes you out of that loop and provides you with a structured way to get:
- Honest comments about your company and what you do.
- More context about how your product or service fits into the big picture for your client.
- Details from this evaluation that could positively relate to other similar prospects.
A testimonials page, or throughout your site?
It used to be common practice to have a single dedicated client testimonials page at your website.
While this is still important in some niches, testing can show us that having testimonials at key locations of your website can have more of an overall impact.
Client testimonial placement can drastically affect your conversions. Heatmap tracking at this client site showed us that testimonials were not getting enough action where they were on the page, so we moved them to a different place and got the results we needed.
You know how important social proof is, so don’t make your customers hunt for a testimonial.
Great places to test customer testimonial placement include:
- On your homepage above the fold.
- Near your sign up form.
- In your sidebar.
- On your product page.
- On your landing pages.
When to ask for customer testimonials
Sometimes clients feel that their customer testimonials should just happen naturally and organically. And while that does happen on occasion, it’s not a realistic approach for such a vital part of your marketing.
Ideally, for reviews, you want to ask customers when they’re happiest about what you’ve offered them, which is usually when the experience is fresh.
This online home insurance provider here asks for testimonials right after their product is purchased. That’s enabled them to incorporate a staggering number of positive reviews in a traditionally conservative industry that struggles in this area:
Some products or services require more time to deliver outcomes, so in those situations, you’ll want to be mindful of those timelines.
Customer testimonials and reviews can be a difference-maker in your business, as long as you use them the right way.
Take the time to create a process that allows you to gather and make the most of them.
Do you have any unique ways you’ve used testimonials that worked for you?