TrustPilot Reviews

Good morning readers,

Today, I want to discuss brand reputation and how you can improve it with an email strategy in place.

More and more people do research before making a purchase.

That only means that previously, they had a bad online shopping experience.

Have you ever had a negative experience in online shopping?

If not, then I’m really happy for you.

Because I had…

A few years ago, I blindly purchased a Yamaha guitar for $49.99, and it still has not arrived ☹️ 

I saw an ad on Instagram, went to the website, and got scammed.

Now, I laugh every time I remember this 😄 

That was a good lesson to do some research before making a purchase from unknown websites.

This is why around 89% of consumers say they make an effort to read reviews before buying products online. - (according to TrustPilot)

Now, let’s have a look at the most popular review platform data 👇

In the last 3 months, the TrustPilot website has had almost 180 million visitors.

Checking reviews has become the norm and part of the shopping process, and reviews matter—a lot.

And by the trends, it seems that this number will only increase over time.

Here is another screenshot to see in which countries Trustpilot is the most popular:

If your brand does business in those countries in 2024 and doesn’t care about the reviews, they’re missing out on many users…

If you have a business account on Trustpilot, you can always check the analytics report to see how many visits your brand gets monthly and how people find you.

The numbers and insights might actually shock you.

Apart from TrustPilot, people do research on other platforms as well:

• Google My Business profile

• Facebook

• Instagram

• TikTok

• Reddit

So, managing messages, reviews, and comments on these platforms is also important.

Now, let’s have a look at how you can collect positive reviews on autopilot by using emails 👇

The best way to collect reviews on autopilot is to create a flow.

As a trigger for the flow, I usually used a segment of active users.

For digital products, it work the best.

For example:

• Purchased the product

• Used mobile app in the last 5-7 days or reached a milestone (aka finished 5 lessons)

• Has not canceled the subscription

• Has not refunded

• Has not unsubscribed

These users most likely have a good experience with your product and likely to leave a good review.

For physical products, it works a bit differently.

Select the Fulfilled Order event as a trigger to start the flow.

Use a time delay for the first email that is longer than your average delivery time (e.g., 14 days) to increase the likelihood of the package arriving before the review request is sent.

Add the first email, and send a follow-up email asking for a review on the second day to those who did not click the first email.

Add an incentive to motivate users to leave a review (Free bonus, gift card, loyalty points, etc.)

Feel free to test different timing, schedule emails for the evening, or wait until the weekends and send an email in the morning.

💡 Important note:

But there is still a chance that users will leave a bad review.

Use this simple trick in your email template:

Ask the the user to rate his experience from 1-5.

Add 5 CTA’s with different links.

Direct users that will select 1-3 to Google Forms. Get feedback.

For users that will select 4-5, direct them to TrustPilot or any other platform where you need reviews.

By looking at the data and trends, it looks like more and more people will research the brand before making a purchase.

Additionally, 58% of shoppers say they are willing to pay more for products with good reviews. (Source - Global Newswire)

Take care of your brand reputation at all costs and collect as many positive reviews as possible.

This will definitely help your brand succeed!

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Much more knowledge to come!