In this episode of The Marketing Trench we talk about everything that goes into gathering reviews and how to turn those reviews into gold. Creating a positive feedback loop requires consistent attention to your clients and your process. Donât let negative reviews stop you from growing your business!
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Episode Highlights:
- Breaking down NET promotor scores and what those mean for your business
- Use reviews as a feedback loop to help the entire team learn from mistakes and grow together
- The Customer Service Rating is a LAG indicator that can identify gaps and opportunities
- People naturally choose to promote the positives and sweep the negatives under the rug
- Identify the important people that can give you the feedback that will help promote your business
- Creating a feedback loop is a great way to test the processes and systems that you are currently using
- Just having more reviews will drive in more people who value those reviews
- The customer experience is never going to be perfect, so look use feedback to make sure each experience is as smooth as possible
- There is a massive amount of value in your negative reviews
- The best moment to get a review is during the clientâs moment of highest excitement
- This process is complex and needs to be automated
- A large number of reviews will trump experience in the world that we live in right now
- Check in before and during the process to ensure that you donât get surprised by a bad experience when it comes time to leave a review
- Establish milestones throughout the transaction that will ensure you a 5-star review
- Cash in on their peak happiness level rather than waiting to ask for the review weeks later
- People that donât work with you can still leave you a review on the conversation that you had
- Maintaining momentum is absolutely critical to successfully execute in your business
- Keep your finger on the pulse of your business so the things that turn people off are not being swept under the rug
- Know what is happening in your business on a regular basis
- Bad reviews could be a result of a bad decision by an individual or it could be systemic
- The best platforms to use to gather great reviews and create a positive feedback loop
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3 Key Points
- Creating a customer feedback loop is incredibly vital to the growth of a company. Remaining connected to the pulse of your clients allows you and your team to constantly learn and grow.
- Feedback is just another way of gauging the clientâs mood at the moment you complete your transaction. Making sure that they are in a great mood will help establish a positive feedback loop.
- Reviews arenât just about quality. Quantity is incredibly important and you should take every opportunity that prose
Tweetable Quotes:
- âYou have to hear all the sides of the story…then you go in and you make your assessment. Automation is really great at flushing out all the sides.â – Dustin Steeve
- âYou put your time and energy into 2 things; taking great care of the people that love you and doing a better job so that less people donât like what youâre doing.â – Scott Schang
- âMomentum is so critical in being able to execute in your business…you canât stay balanced on a standup jetski unless you have speed and momentum.â – Dustin Steeve
- âThe absence of knowledge can be a momentum killer.â – Dustin Steeve
- âReviews isnât just, âlook at me Iâm great.â Reviews is an indicator of how well your systems are working.â – Scott Schang
Resources Mentioned:
- Live or Die – Book
- Google My Business
- GatherUp – Online review platform
- Birds Eye
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