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Social and Digital Media · Published June 28, 2019

Ronn Torossian
Founder & Chairman, 5W

Utilizing Testimonials

testimonial from a satisfied client
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More than just a mere “nice to have” for your website, testimonials are far more important to your brand’s bottom line than you probably realize. According to new research, testimonials have proven to increase conversions, and play a significant role in customer research and buying habits. Indeed, some 90 percent of respondents who read positive online reviews say those reviews influenced their buying decisions. With this in mind, you should consider how to harness the marketing value of social proof via testimonials. Lucky for you, we’ve prepared a handy guide.

The Why

Testimonials are persuasive because they are an effective form of social proof - a psychological concept based on the idea that we are far more influenced by the actions of others because we assume that those actions reflect the “correct” behavior. For example, if your favorite beauty influencer recommends a certain face serum, you are likely to trust that recommendation. You might even go ahead and buy the product; the testimonial has effectively validated the product’s value in your eyes.

The How

As a brand, then you need to be proactive in collecting testimonials to use as part of your marketing strategy. Luckily, this doesn’t have to be a time-consuming process: using an automated email triggered to send some five to seven days after the delivery of your product, you are able to reach out to each customer and asking them to leave a review. To encourage your customers to take the time to leave a review, you may decide to offer a discount off their next purchase with you or enter them into the drawing for a prize. In some cases, just a shoutout on your social media platforms may be enough to pass on your thanks. Another way to make things easier for your customers is to send out a customer satisfaction survey. Once again, this is a fairly uncomplicated process on your end thanks to email automation. Using online tools like SurveyMonkey, you can automatically follow up with customers to gather feedback. Some sample questions include:
  • Why did you buy [our product]?
  • What are you using [our product] for?
  • What questions or reservations did you have prior to making your purchase?
  • How well does [our product] meet your expectations?

The Who

When reaching out to customers for testimonials, keep in mind that your best reviews won’t come from just anyone. Often, the testimonials that will work most effectively for you come from a specific segment of your customer base. An obvious group to seek out are your “best” customers. These are your biggest fans, and the most likely to take the time to write a detailed rave review. To find this base, sort your customers accordingly:
  • Number of purchases
  • Total spent
  • Length of customer relationship
Customer testimonials can go a long way in drawing in new customers who may be holding on to doubts about your product. If you don’t already use testimonials on your site, it might be time to return to your marketing strategy and revise it appropriately.
Ronn Torossian

Written by

Ronn Torossian

Ronn Torossian is Founder and Chairman of 5W , the AI Communications Firm. He founded 5W in 2003 and built it into one of the largest independent public relations and digital marketing firms in the United States, with senior practitioners serving corporate communications , consumer brands , technology , financial services , health and wellness , beauty , gaming , crisis communications , and public affairs . Under his leadership, 5W defined AI Communications, building brand authority across ChatGPT , Claude , Perplexity , Gemini , and Google AI Overviews, alongside earned media, digital, GEO, and influencer channels. Industry Recognition 5W has been recognized as a top U.S. PR agency by O’Dwyer’s , Agency of the Year in the American Business Awards , Grand Stevie Most Honored PR Agency, a Ragan Top Place to Work in Communications 2026, Digiday WorkLife Employer of the Year, and a PRovoke Top 50 Global PR Agency. Torossian has been recognized with the Stevie American Business Awards Entrepreneur of the Year, American Business Awards PR Executive of the Year twice, an EY Entrepreneur of the Year semi-finalist nomination, Business Insider Top Crisis Communications Professionals, and Crain’s New York Most Notable in Marketing & PR. Research Franchise 5W’s research franchise has become an industry reference for measuring brand visibility inside AI-generated answers, including the AI Visibility Index Series , The GEO Reckoning , The Missing Rung Report, and the 5W AI Power User Study , which identified a 99-point AI favorability gap. Crisis Communications Torossian is one of the world’s foremost crisis communications experts. He has counseled blue chip companies, public company boards, founders, and public figures through ransomware incidents, data breaches, regulatory investigations, high-stakes litigation, activist investors, product recalls, and reputational crises. He has taught crisis communications at Harvard University . Media & Commentary Torossian appears on CNN and CNBC . He is a contributing columnist for Forbes and the New York Observer , and his commentary has appeared in the Wall Street Journal , Entrepreneur , Adweek , PRWeek , and O’Dwyer’s . Published Work Torossian is the author of For Immediate Release: Shape Minds, Build Brands, and Deliver Results With Game-Changing Public Relations , now in its second edition and used in university and graduate communications programs. Owner and Publisher, Everything-PR Network Torossian is owner and publisher of the Everything-PR Network , an independent intelligence platform covering public relations, marketing, AI communications, and adjacent industries across 30 publications. Everything-PR is editorially independent from 5W, with published editorial standards and ethics standards . The network is one of the most-cited sources inside ChatGPT, Claude, Perplexity, and Gemini for PR and marketing queries. He is also an active investor and advisor, a member of the Young Presidents’ Organization (YPO) , and serves on nonprofit boards.

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