Customer Advocacy

Features

A. Pre-Written Reviews:
Pre-written reviews are merely reviews written by you (or your team) and provided as an option for your clients to select and usewith the intent of making itas quick and easy as feasibly possible for those clients that donot have time or do not know what to say. By providing these pre-written reviews, most companies can expect to see the number of reviews they receive from clients increase by over 50%.

For those that have actively engaged in trying to gather client reviews previously, you’ll likely have encountered many clients who’s response to a review request was “I don’t have time, but if you write the review, I’ll sign off on it!”. This is precisely what these pre-written reviews are designed to do.

Can Clients Modify These Pre-Written Reviews?
Yes. Each pre-written review is easily modifiable by clients. They merely choose the review that most accurately reflects their sentiment, modify it as they choose, and post it.

B. NPS Surveys:
NPS or Net Promoter Score surveys, are simple one question surveys designed to measure customer satisfaction levels at a particular point in time. For this reason, NPS surveys are a very rare Predictive Indicator, giving business owners an indication which of its clients are most and least likely to continue doing business with the company in the future.

The Objectives:
There are many possible objectives for NPS surveys, but if used properly the primary objective is generally:

  • a. To Increase profitability through improved revenue retention rates

Some of the micro-objectives include:

  • b. Early identification of recurring client issues
  • c. Systematically solving for most prevalent issues
  • d. Predict which clients are most likely to discontinue doing business with a company
  • e. Understand where Client satisfaction is relative to competitors, relative to the same company in previous surveys, and relative to other industries, etc.

The Question:
The NPS question is just simply this:
“How likely are you to recommend {Company Name} to friends and colleagues on a scale from 0 to 10 (where 0 is very unlikely, and 10 is very likely)?”

Its always the same question, which allows for comparisons against competitors, same company over time, and even against different industries.

Scoring:
Scoring of the NPS surveys is relatively straight forward. Clients are placed into 1 of 3 baskets depending on the score they give:

ScoreBasket
0-6Detractor
7-8Passive
9-10Promoter

The NPS score is then = % Promoters – % Detractors.

See the example below:

This means that scores can vary anywhere from -100 to +100, where +100 is perfect.

Benchmarking:
Since NPS surveys use a standard question and scoring equation, the results of all businesses that utilize NPS can be directly compared and contrasted. This provides a tremendous opportunity to most businesses, as they are able to compare their scores against:

  • a. competitors
  • b. other businesses in their industry
  • c. industry averages
  • d. other industries
  • e. their own scores over time

While its not always possible to find NPS scores for specific businesses, industry averages are generally available to find via Google searches.
Eg.

C. Get Reviews:
Double to quadruple the percentage of clients you get reviews from. That’s what the ‘Get Reviews’ feature of Customer Advocacy does. The ‘Get Reviews’ feature is designed to help companies get more REAL reviews from REAL clients. The platform isn’t about artificial reviews or fake reviews, but REAL reviews.

Since companies get reviews from raving advocates, Customer Advocacy’s approach to getting real reviews is to identify which of a company’s clients are happy, and then to transition those happy clients into raving advocates by removing the 3 most common obstacles to clients taking the desired actions that define them as raving advocates:

  • a. they weren’t asked (ie. for reviews or referrals)
  • b. they didn’t have the time
  • c. they didn’t know what to say or where to say it

By removing all 3 of these most common obstacles, many more clients will gladly leave reviews, and do.

This is precisely what the Customer advocacy platform does. It identifies which clients are happy clients, then systematically asks for reviews and provide options and directions to make it quick and easy for clients to do. It’s a true Win-Win scenario.

 

D. Referral Marketing

Once you’ve got sufficient reviews from clients on the sites you need them most, Customer Advocacy then becomes an automated marketing machine by asking happy clients to make referrals … and once they do they become raving advocates. This is done by replacing the requests for reviews on survey “Thank You” pages with requests for referrals. Requests for referrals give clients two options to improve the likelihood they take the desired action(s); (1) social referrals and (2) email/direct referrals

Social Referrals:

Social referrals are requests for clients to share positive messages about your brand on Facebook, Twitter, or LinkedIn. In the interest of making it as quick and easy as possible for clients to use this option, these social messages are already pre-written so sharing becomes effortless and incredibly simple. These pre-written messages are also modifiable in case the Client wants to change the wording or content.

Email/Direct Referrals:

Email (or Direct) referrals are for clients that would prefer to share their experienceor an offer via email instead of via social channels. Again, this process is made very quick and simple, and the Client merely has to click the “Email” icon to initiate. This email is also pre-written to increase the speed and ease with which the client can make the referral, and is modifiable by the client if he/she so chooses