Improving Reviews And Testimonials Using Science-Based Design

Reviews, testimonials and word of mouth are winning the war in branding. A sea of research is out there about social proof and what to do and what not to do about soliciting customer reviews. It’s overwhelming to read and digest it all, let alone to know which nuggets are gold and which are fool’s gold. For a designer or business owner or marketer, knowing who or what to listen to can be difficult.

Here’s what I like to do: Find data! I like to find really smart researchers who are in the lab studying the topic du jour, interview them about their work, and then tell you all about it. Using the magic of science to improve how we solicit customers for feedback, testimonials or reviews can be a saving grace to those who would like to share happy customer reviews and remedy any lackluster experiences — in the best way possible, in fact: without sacrificing good UX or losing valuable customers.

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