Description

In this episode of Scrappy ABM, host Mason Cosby talks with Nick Bennett, Chief Customer Officer at TAC, about a playbook Nick created to generate customer reviews and referrals at his previous company. Listeners will learn the step-by-step tactics Nick used, as well as additional ideas for getting more value from happy customers.

Main Discussion Points:

• Pulling a list of promoters from NPS surveys and targeting them for reviews (00:01:52)
• Keeping the outreach sincere and personal with a simple email (00:04:12)
• Incentivizing honest feedback, not just positive reviews (00:05:01)
• Getting leadership buy-in on the budget (00:06:07)
• Automating gift card delivery rather than manual fulfillment (00:12:18)
• Using resulting reviews for product improvements and training (00:14:20)
• Asking happy customers for referrals and videos (00:18:49)