Shopper Approved Case Study
Feb 23rd, 2010 by Scott Brandley
With only 1 day left before the official Shopper Approved Launch, I would like to share with you some of the ‘live results’ that our beta testers have been getting.
I’ve put together a quick video to show you the actual results!
Watch the video below:
Shopper Approved Has Now Launched!!!
See Shopper Approved in Action!
Click on the seals below to view real-time ratings and reviews.
 Fireplacescreensetc.com
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 Fashionscarvesandshawls.com
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I can’t wait to get this going on my site Scott. Great job!
Hello; This looks really good but what about us with new sites and no reviews? How is that going to make us look? Thanks and glad to see someone actually working toward helping the small business world.
Kenneth,
That is a great questions, thanks for asking.
To answer your question:
There is an option in your control panel where you can hide the seals until you reach 10 initial ratings. You will begin to gather ratings and reviews and when you reach at least 10 initial ratings your seals will show up.
Hopefully that answers your question.
Thanks
Garrett Pierson
How easy is it to “game” this system. Could a site owner create a bunch of their own fake customer ratings?
Brooks,
Another great question, we appreciate it.
To answer the question, we have systems set up to monitor someone ‘gaming’ the system. Red flags will be raised and actions will be taken if we suspect that someone is abusing the Shopper Approved system.
Thanks again.
Garrett Pierson
Is there a process in place to remove abusive/fraudulant reviews (ie. what’s to stop competitors giving you bad reviews?)
There is nothing in the video about how the survey works from the customers point of view. I’m assuming it’s a popup on the receipt page – but what does it look like? can you change the wording? what offer does it make that convinces people to actually fill it in? As it asks about the product and delivery that must make it a 2 part survey (after purchase and after receipt) so how does that work? does it email a follow up after a few days?
To see the survey page from the customers point of view go to http://www.shopperapproved.com/shopper-approved-demo.php and see “Step 2″.
Thanks for the question!
Garrett Pierson
BrotherPrinters,
To answer your questions, there is various ways to help with negative reviews.
One of the great things about Shopper Approved is that we provide a full suite of highly automated tools and resources built specifically to help you actively resolve your customers’ issues as they arise.
Once you resolve their issues, your customers have the option to re-rate and re-review your company. Their updated results are then displayed, which can help you improve your overall ratings.
# Hand Pick your Best Reviews. One of the benefits of Platinum membership, is that you can highlight up to 5 customer reviews and prominently display them on your Certificate. This allows you to put your best foot forward, giving you a great opportunity to make a lasting impression.
# Private 2-Way Customer Care System. Shopper Approved Platinum membership includes our proprietary 2-way private customer care system, that allows your customers to open discussions with you if they have any special problems, issues, or concerns. Alternatively, it also allows you to open discussions with them if the ratings or feedback they provide appear to reflect a problem or issue that you feel can be resolved. This service gives you the ability to actively resolve concerns, amend and improve negative ratings and reviews, and turn unhappy customers into loyal lifetime clients.
# Negative Review Response System. With the Platinum membership, if you try to help a customer resolve an issue and they decline or ignore the offer, we’ll post a response next to the customers rating, informing new potential customers that you went the extra mile.
And for your competitors, they would have to buy from you to rate, so that will mitigate that somewhat.
Hope that helps.
Garrett Pierson
A couple of questions for you, please, Garrett:
1) Dymo King asked, “As it asks about the product and delivery that must make it a 2 part survey (after purchase and after receipt) so how does that work? does it email a follow up after a few days?”
On Step 2 of http://www.shopperapproved.com/shopper-approved-demo.php I can see what the actual questionnaires look like but I couldn’t find the answer to Dymo King’s question as regards how the customer gets presented with the post-delivery questionnaire. Does Shopper Approved, like Dymo King suggest, email the follow-up questionnaire a few days later?
2) I’ve been having a look at your example user of the Shopper Approved system – http://www.fashionscarvesandshawls.com/ – but I can’t seem to find the Shopper Approved seal anywhere on their site?
Dear Garrett,
Further to my comment above, I have now worked out the answer to my first point – and have indeed now signed up for Shopped Approved.
However, I’m still unable to see the Shopper Approved seal anywhere on the Fashion Scarves & Shawls website?
Kind regards,
James
James,
Glad you were able to get the answer to your first question. As for Fashion Scarves & Shawls website, they were a beta tester and have been out of the country and unable to add the Shopper Approved seal to there website, but will as soon as they get back.
Garrett Pierson
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