How easy is it to double the number of online reviews your business has? Not as hard as you’d think when you fix the leaky bucket that is the current process for most businesses.
For one of our clients, they’d been using a NPS survey to monitor their key staff and how well they were serving their clients.
This process was broken for a few reasons:
Asking at the wrong time
Not capturing feedback from the 1-2 ratings and the 9-10 ratings
Leaving their clients on a blank Survey Monkey screen upon completion
No incentive
We fixed the process by:
Asking for feedback at the right time via email or SMS (dependant on the client)
Stating the length of time to complete survey
Offering a monthly prize draw as the incentive to bump up participation
Creating a short link to the survey
Adding an online review request for people who rated the business 7+ out of 10
Asking for detailed feedback for all reviews less than 3 out of 10
This process fixed their leaky bucket and dramatically increased the number of people who left feedback.
Empathy is the key to deeper insights in an organisation. It’s through spending time “on task” that you start to see your service as your staff & clients see it. Where is the friction? Where does information go from offline to online and back again? Where are the touchpoints where you need humans and what …
I feel your pain on this one. Although it’s become so much easier to create and send out email newsletters using tools like Mailchimp, Mailmunch, Convertkit and Drip, it’s still quite fiddly to look through all the specs, work out the pricing (do I pay per list or per subscriber?) and then look at the …
A CRM for a financial planning business in Australia needs to meet the unique needs of the financial services industry. Using the latest, secure, hosted solutions, we develop custom financial advice practice CRMs that allow you to: Track sales leads Manage financial planning clients Create an intranet for employees to view Standard Operating Procedures (SOP), …
Doing some research on WordPress themes to show case YouTube videos. Need it to be fast-loading but not as busy in design as some newspaper/magazine-style WordPress themes. My picks in order are: Vlog – Video Blog / Magazine WordPress Theme VideoBox – VideoBox is the perfect solution for showing off video content, impressively. Highly customizable …
Results: Doubled online reviews
How easy is it to double the number of online reviews your business has? Not as hard as you’d think when you fix the leaky bucket that is the current process for most businesses.
For one of our clients, they’d been using a NPS survey to monitor their key staff and how well they were serving their clients.
This process was broken for a few reasons:
We fixed the process by:
This process fixed their leaky bucket and dramatically increased the number of people who left feedback.
Related Posts
Go through the workflow movements to build empathy
Empathy is the key to deeper insights in an organisation. It’s through spending time “on task” that you start to see your service as your staff & clients see it. Where is the friction? Where does information go from offline to online and back again? Where are the touchpoints where you need humans and what …
I hate email marketing but want to publish a free newsletter
I feel your pain on this one. Although it’s become so much easier to create and send out email newsletters using tools like Mailchimp, Mailmunch, Convertkit and Drip, it’s still quite fiddly to look through all the specs, work out the pricing (do I pay per list or per subscriber?) and then look at the …
The unique needs of a financial planning CRM
A CRM for a financial planning business in Australia needs to meet the unique needs of the financial services industry. Using the latest, secure, hosted solutions, we develop custom financial advice practice CRMs that allow you to: Track sales leads Manage financial planning clients Create an intranet for employees to view Standard Operating Procedures (SOP), …
WordPress theme to showcase Youtube videos
Doing some research on WordPress themes to show case YouTube videos. Need it to be fast-loading but not as busy in design as some newspaper/magazine-style WordPress themes. My picks in order are: Vlog – Video Blog / Magazine WordPress Theme VideoBox – VideoBox is the perfect solution for showing off video content, impressively. Highly customizable …