Seeing stars: The why and how of customer reviews
Hey agents, reviews from customers are hands down one the most important tools you can use to build credibility and trust with prospects.
5-star rating = ultimate consumer confidence boost
We also know that asking for reviews can be nerve-racking, right? You need to go out on a limb to learn what people think about you, and what happens if you get that dreaded one-star rating?
Relax.
At least that’s what our own Director of Consumer Marketing Nyssa Lieder suggests you do, based on her recent experience launching a new review program for TrustedChoice.com.
This is how we do it
Because TrustedChoice.com is a nationwide platform that reaches a nationwide audience, Nyssa wanted to partner with an independent reviewer to work on our and our agents’ behalf—whatever their ZIP code.
With 8 million visitors to its site website, we chose Consumer Affairs. The review process is simple: We provide them a random list of consumer who used TrustedChoice.com to find an agent, they call and ask the person a few questions about their experience about both the agent finder tool and the agent they contacted, and then publish the results.
Voice of the customer
We’ve been using the service for about 3 months, so were just getting started. Of the 20 reviews published on Consumer Affairs, we’re averaging a 4 out of 5-star rating!
That’s great news for us AND all agents participating on the TrustedChoice.com digital marketing platform.
We knew you’d be curious, so we collected a few of our favorite 4- and 5-star reviews on Consumer Affairs to share:
“It was better with Trusted Choice. Their rep’s quoted price was $500 less than what I would have to pay if I were to stay with my previous insurer. The insurer I left only had one or two options while Trusted Choice had seven or eight, so I got a better price that way.”
“I’ve been an Allstate customer for 25 years. I hit a tree stump and they doubled my rate. So, I thought I’d look somewhere else. Then I came across TrustedChoice.com. I’ve been very happy with the agent I’ve selected and I don’t have any complaints.”
“I find their website simple, user-friendly and very responsive to what I was asking for. The agent selection process was good and simple as well. I reached out to at least three of them and two people called back right away.”
And the one-star reviews?
They will happen. We’ve received a one-star from just one consumer to date and here’s how we’re handling it:
The good news about ALL reviews is that having real feedback from verified buyers also helps to build credibility and trust, no matter the star rating—no one expects a brand to be perfect.
So don’t fret. Having a few less-than-stellar reviews helps build credibility more than it harms it. Getting constructive feedback’s upside is that it enables you to take action, and that’s a good thing. #makesperfectsense
You have to A-S-K to G-E-T (here’s how!)
The first step in getting reviews for your agency is actively asking for them, on as many digital channels as you can—Google Local, Yelp, Facebook, your website, etc.
Ready to climb out on the review limb?
Watch this Advantage digital profile how-to video, featuring Agency Nation’s Sydney Roe, on how YOU can ask for testimonials and share them on your TrustedChoice.com digital profile ASAP!