getfivestars customer webinar slides: july 2016

29
Welcome Customer Webinar – July 2016

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Page 1: GetFiveStars Customer Webinar Slides: July 2016

WelcomeCustomer Webinar – July 2016

Page 2: GetFiveStars Customer Webinar Slides: July 2016

Our Team

Page 3: GetFiveStars Customer Webinar Slides: July 2016

Our Team

Page 4: GetFiveStars Customer Webinar Slides: July 2016

What We Covered Last Time…

1. Customer Complaints

2. Product Update

3. Zapier Integrations

4. Q & A

Page 5: GetFiveStars Customer Webinar Slides: July 2016

Our Agenda Today…

1.Product Update

2. New Logo & Branding!

3. How to Get More Online Reviews

4. Q & A

Page 6: GetFiveStars Customer Webinar Slides: July 2016

Product Update

1.Private/Public Response to Customer

2.Show Online Review Text

3.Show # Online Review Clicks

4. Second Email Follow-up

Page 7: GetFiveStars Customer Webinar Slides: July 2016

Product Update

1.Private/Public Response to Customer

2.Show Online Review Text

3.Show # Online Review Clicks

4. Second Email Follow-up

Page 8: GetFiveStars Customer Webinar Slides: July 2016

Product Update

1.Private/Public Response to Customer

2.Show Online Review Text

3.Show # Online Review Clicks

4. Second Email Follow-up

Page 9: GetFiveStars Customer Webinar Slides: July 2016

Product Update

1.Private/Public Response to Customer

2.Show Online Review Text

3.Show # Online Review Clicks

4. Second Email Follow-up

Page 10: GetFiveStars Customer Webinar Slides: July 2016

Product Update

1.Private/Public Response to Customer

2.Show Online Review Text

3.Show # Online Review Clicks

4. Second Email Follow-up7/29

Page 11: GetFiveStars Customer Webinar Slides: July 2016

New Features

Customer Dashboard:• New, easier sorting options

• 20 | 50 | 100 per page

Page 12: GetFiveStars Customer Webinar Slides: July 2016

New Features

Business Finder:• Automatically find business

• Pre-fill all business info

• Pre-fill Reviews URL

• Uses Google API

Page 13: GetFiveStars Customer Webinar Slides: July 2016

New Logo & Brand!

Page 14: GetFiveStars Customer Webinar Slides: July 2016

New Logo & Brand!

Objectives:• Beyond reviews

• Unique

• Wider range of applications

Page 15: GetFiveStars Customer Webinar Slides: July 2016

Our “Why” Video

https://www.getfivestars.com/blog/new-look-get-five-stars/

Page 16: GetFiveStars Customer Webinar Slides: July 2016

Swag

https://www.getfivestars.com/sticker-request/

Page 17: GetFiveStars Customer Webinar Slides: July 2016

How do I get more reviews?

Page 18: GetFiveStars Customer Webinar Slides: July 2016

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

Page 19: GetFiveStars Customer Webinar Slides: July 2016

Set Customer Expectations

Page 20: GetFiveStars Customer Webinar Slides: July 2016

Get Your Team On Board

Page 21: GetFiveStars Customer Webinar Slides: July 2016

Multiple Touch Points

• Pre-Sale Process• Post-Sale• Support

“feedback focused” culture

Page 22: GetFiveStars Customer Webinar Slides: July 2016

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

Page 23: GetFiveStars Customer Webinar Slides: July 2016

Respond to ALL Feedback & Reviews

Publicly - When you can add value to the conversation

Privately - All feedback should be responded to

Page 24: GetFiveStars Customer Webinar Slides: July 2016

Leverage Your Testimonials

Page 25: GetFiveStars Customer Webinar Slides: July 2016

Why Feedback AND Reviews

100 Requests

15 Feedback

1-2 Online Reviews

*Note: this is a function of your industry

Page 26: GetFiveStars Customer Webinar Slides: July 2016

Benefits of Feedback

User generated content

Actual customers

Rich snippets

Social proof on your website

Page 27: GetFiveStars Customer Webinar Slides: July 2016

In Summary…

1. “Suck less”

2. Ask!

Page 28: GetFiveStars Customer Webinar Slides: July 2016

Outstanding Customer Experience

Page 29: GetFiveStars Customer Webinar Slides: July 2016

Questions, Discussion?

Thank [email protected]

(Webinars are MONTHLY in 2016)