A look how to manage, grow and ignite customer content in the form of online reviews, testimonials and case studies. It's content your customers trust and seek out. Prevention given as the closing keynote at the Social Media Rockstar Event 2016.
21. Product Description
• Safe for all floors
• Smooth & quiet rolling
• Modern, stylish
• Lifetime guarantee
• 4 photos
Just 2 Reviews (of 191)
• 6 star product
• “Lamborghini quality”
• Rolls great, perfect
• Great for a 200lb guy
• Works with specific brands
• Raises chair 1 ½”
• Glides silent like the wind
• Won’t scuff floors
• Makes old chair feel new
• 8 photos, REAL photos
47. Respond
Remain calm
Own it (empathy)
Know your next step
Don’t lose sight, these are all customer touch points
48.
49. 1. Be ready to handle
2. Make it easy
3. Welcome complaints
4. Resolve them
https://www.getfivestars.com/blog/13-ideas-make-business-complaint-friendly/
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63. I ate my lunch in half the
time their feedback
process took.
(25 questions exactly)
67. 1- What their experience was like.
2- Are they likely to refer you.
NPS is an easy “Word of Mouth” index
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71. 100 / 40 / 20 / 1
Email requests Opened Gave feedback Online review
72. Strong NPS = Reviews
Optimize for Quality Service, Not Reviews
Net Promoter Score Business #1
NPS 60
Business #2
NPS 90
Open Rates 38.9% 46.7%
Review Site Visits 1x 3x
Reviews Left 1x 6x
93. “The ultimate goal of farming is not the
growing of crops, but the cultivation
and perfection of human beings.”
― Masanobu Fukuoka,
The One-Straw Revolution