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Using Customer Review in Social Media Marketing

diksha
February 28, 2025
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79% of shoppers rely on customer reviews to make a purchasing decision. Collecting customer reviews has been a difficult task due to a lack of resources. However, social media created a revolution in how customers will interact and perceive a brand. Earlier discussion was one way, but now brands and customers can have multiple interactions in less time. It also helps in building strong relationships between the customer and brand.

Customer Reviews on social media have an impact on potential clients as well because it influences the way they perceive your brand. According to a report, 89% of customers do not take any action until they read reviews. You can use these customer reviews as user generated content (UGC) on social media for better results.

In this article, we’ll learn what a customer review is, how to use customer reviews on social media, and how to collect more reviews.

What is a customer review?

A customer review on social media is a review, feedback, testimonial posted by a customer about their shopping experience, product and service quality, etc, on social media platforms such as Facebook, Instagram, etc. Reviews on social media can be shared on social media in various forms such as written reviews, live feedback, rating, video or photo review, etc.

Customer reviews on social media help in increasing visibility, and help in building trust and credibility. It also helps in building meaningful relationships and improving conversion rate. Customer reviews and feedback provide valuable insights to you, which helps in improving the quality of your products and services.

How to use customer reviews effectively on social media?

How to use customer reviews effectively in social media?

There are various ways in which you can use customer reviews in social media.

Template: Using your brand’s unique identity, create attractive social media templates for customer reviews for popular social media platforms. Turning positive reviews into content allows your brand to promote your products and services in an attractive yet credible way.
Build Emotional Connection: Using an emotion-led approach makes your product more engaging. Emphasis on how your products have helped customers using the customer reviews. It combines an emotion-led approach with credibility.
User-Generated Content: Use the authenticity and creativity of your customers to promote your brand. You can create a contest, where users can either post a picture or record a video with your product and post it on social media. Your followers can vote for the best content according to their likeness. You can make this contest more aligned with your brand. 70% of users consider user generated content before making a purchasing decision.
Loyal Program: Customer reviews are authentic and credible. They can be used as user-generated content. You can build a loyalty program for those users who create Instagram posts or YouTube videos, etc, for your brand to increase organic traffic.
Weekly Customer Post: From the customer reviews, UGC, etc, you can reward your customers weekly by resharing their post on your Instagram Stories and tag them so that it can be reshared by them. It enhances your engagement rate and customers feel happy seeing that their reviews matter to you. It encourages other users to create more UGC.
Differentiate Reviews: You receive lots of reviews every day, but you should know how to segment these reviews and differentiate them. Each review has a different story to say. You should know how to present and use each review for your benefit. It is important to highlight the different aspects of your reviews rather than giving it a monotonous tone.
Video Feedback: Video testimonials are one of the best ways to capture a user’s attention. Online video content has a worldwide reach of 92.3%. For this reason you should encourage your users to generate more video reviews or testimonials.
Instagram Stories: If you receive good reviews, then you can turn it into a video or an Instagram story. Add music, stickers, etc, to attract more users into reading it. Make sure it should not look as if you are bragging about your brand or products. On the other hand, promote and appreciate users who leave a review.
Social Listening: Before making a purchase, customers read online reviews about it. According to BrightLocal, up to 98% of customers read online reviews before making a purchase. You can use customer reviews through social listening so that you can track customer sentiment and identify reviews worth resharing. For example, you can reshare a review talking about a positive shopping experience, or you can repurpose it to post it on other social media platforms.
Live Interaction: You can interact with your customers on Instagram live discussing their reviews or experience with your brand. You can record this live session and post it on other platforms as well.

How to collect more reviews?

Here are some of the tips to collect more reviews on social media.

Ask: You can request reviews from the users via SMS, email, personal interaction, etc., you can provide a link to your social media where you desire them to leave a testimonial.
Incentive: You can offer a discount or provide special access to exclusive content to users who frequently leave a review. You can also hold contests to motivate more users into leaving a review. You can provide access to exclusive content such as new products being launched to your loyal customers.
Email Marketing: Send post-purchase email to customers asking for reviews, and make sure your email is engaging enough to motivate them into leaving a review.
Social Media: You can use Facebook’s review feature to collect and showcase reviews. Similarly, you can use Instagram’s review sticker for collecting customer reviews. Likewise, you can do a similar activity on other social media platforms.
Responding To Reviews: Politely respond to good reviews. Make a timely response to appreciate them and motivate them for further engagement. Respond to negative reviews in a kind manner. Address their concerns and try to provide a solution for it.
User-Generated Content: Motivate users to create more user-generated content and display this content on social media platforms for building social proof. Which helps in better engagement.
Analyze: Monitor important review metrics such as sentiment, volume, tone, etc. Improve your strategy based on the review insights. Analyze review content to identify trends, strengths, and weaknesses.
Transparent: Respond to your reviews in a way that there is transparency between you and the potential leads.
Influencer Marketing: Collaborate with influencers who have a decent following. Target those influencers whose target audience is relevant to you. Motivate influencers to create a video with your product. So that their audience can also create a review.
Social Media Ads: Run targeted social media ads to target the audience who has interacted with it to enhance the. You can use review focused ads as well.

Customer reviews have the power to transform your reputation. We have listed above some of the ways to use a customer review on social media and how to collect more reviews. Customers trust other customers’ reviews more than your promotional posts or ads. By using customer reviews effectively, you can enhance your conversion and engagement rate. It also helps in maintaining the online reputation of your brand. Lumia 360 helps brands in monitoring their online mentions and reviews.