getfivestars customer webinar: november 2016
TRANSCRIPT
Customer Experience Delivered.
November 2016 Webinar
Our Team
Customize the feedback flow
and then add your customers in.
Reviews
FeedbackExperiencesOpportunitiesIdeas
Net Promoter Score: Your “word of mouth” index
Content on Your Website: Unique content on your website, rich snippets showing in search results
Reviews on 3rd Party Sites: Online reviews on Google, Yelp, Facebook, etc…
3
1
2
Your Customer ExperienceCapture, measure and market your customer experience
1. Net Promoter Score: Capture and measure your “Word of Mouth” index at the company and location level.
2. Content on YOUR Website
Stream positive customer testimonials to your website, using review rich-snippets for SEO.
2. Content on YOUR Website
Stream positive customer testimonials to your website, using review rich-snippets for SEO.
3. Reviews on 3rd Party SitesYou can request online reviews from any of the 45+ review sites we offer.
New Features and Capabilities
Copy / Paste Feedback
Copy / Paste Feedback
Copy / Paste Feedback
Expanded Review Monitoring
Email Sequence and Timing
SIMPLIFIED FEEDBACK FLOW
FEEDBACK REQUEST
Goal: User clicks CTA button to leave
feedback1
FEEDBACK & SURVEYLANDING PAGE
Goal: Capture NPS, segment positive & negative experience, gather feedback comments & survey ratings2
POSITIVE LANDING PAGE
Goal: Ask and link positive ratings to
REVIEW you online at Google, Yelp, etc.
3
NEGATIVE LANDING PAGE
Goal: Apologize to negative rating customer
and ask for more feedback to help.
*Alert sent to business
5
POSITIVE FEEDBACK
Email Reminder4
NEGATIVE FEEDBACK
Email Reminder6
= Email = Web/mobile landing page
Email Sequence and Timing
Repeat Feedback - Build a Customer History
Repeat Customer Feedback
Repeat Customer FeedbackYou can ask for additional feedback from an exiting customer in several different ways:
1. Send another feedback request from the Customer Dashboard or the Customer Profile
2. Upload the customer again using the CSV or Excel upload capability
3. Add the customer again using the API (or Zapier, or Webhooks…)
New Window Clings!
Questions?
Don [email protected]@doncampbell
Thank You!