getfivestars customer webinar slides: july 2016
TRANSCRIPT
WelcomeCustomer Webinar – July 2016
Our Team
Our Team
What We Covered Last Time…
1. Customer Complaints
2. Product Update
3. Zapier Integrations
4. Q & A
Our Agenda Today…
1.Product Update
2. New Logo & Branding!
3. How to Get More Online Reviews
4. Q & A
Product Update
1.Private/Public Response to Customer
2.Show Online Review Text
3.Show # Online Review Clicks
4. Second Email Follow-up
Product Update
1.Private/Public Response to Customer
2.Show Online Review Text
3.Show # Online Review Clicks
4. Second Email Follow-up
Product Update
1.Private/Public Response to Customer
2.Show Online Review Text
3.Show # Online Review Clicks
4. Second Email Follow-up
Product Update
1.Private/Public Response to Customer
2.Show Online Review Text
3.Show # Online Review Clicks
4. Second Email Follow-up
Product Update
1.Private/Public Response to Customer
2.Show Online Review Text
3.Show # Online Review Clicks
4. Second Email Follow-up7/29
New Features
Customer Dashboard:• New, easier sorting options
• 20 | 50 | 100 per page
New Features
Business Finder:• Automatically find business
• Pre-fill all business info
• Pre-fill Reviews URL
• Uses Google API
New Logo & Brand!
New Logo & Brand!
Objectives:• Beyond reviews
• Unique
• Wider range of applications
Our “Why” Video
https://www.getfivestars.com/blog/new-look-get-five-stars/
Swag
https://www.getfivestars.com/sticker-request/
How do I get more reviews?
How to Get More Reviews
1. You need to A-S-K in order to G-E-T
2. Establish value of feedback & reviews
3. Provide multiple entry points
4. Respond to ALL feedback & reviews
Set Customer Expectations
Get Your Team On Board
Multiple Touch Points
• Pre-Sale Process• Post-Sale• Support
“feedback focused” culture
Multiple Entry Points• Ask proactively by email, as soon as
you can after the transaction
• Offer calls to action and feedback
buttons on your website• Use in-store signage, receipts and
printed materials to ask for feedback
• Have a specific testimonials and
review us page on your website• Integrate “Give Us Feedback” buttons
into your monthly email marketing
• Have employees hand customers an
iPad or tablet to get feedback
Respond to ALL Feedback & Reviews
Publicly - When you can add value to the conversation
Privately - All feedback should be responded to
Leverage Your Testimonials
Why Feedback AND Reviews
100 Requests
15 Feedback
1-2 Online Reviews
*Note: this is a function of your industry
Benefits of Feedback
User generated content
Actual customers
Rich snippets
Social proof on your website
In Summary…
1. “Suck less”
2. Ask!
Outstanding Customer Experience