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

Questions, Discussion?

Thank you!support@getfivestars.com

(Webinars are MONTHLY in 2016)