#random
Thread
Third-party review question - Every quarter we pick a vendor (G2 or Trustradius) to do a campaign for reviews. To create the list to send to the vendor to do their email promotion, we pick promoters from NPS that quarter to include in the campaign. What other criteria do you use to include in your review campaigns? What is your frequency cap for asking for reviews? (I have in my head, six month minimum)
Hi! I’d double check if using G2 on the NPS promoters. There were some changes on the FTC guidelines for just using promoters for reviews. Basically if you ask promoters, you have to ask detractors as well and as such G2 changed their guidelines.
As for a cap, I think 4-6 months is a good guideline.
Agree with you, around every 6 months
You might also look at who left a review on a different site but not on the other site yet. I include a few folks who are more passive. They might still be willing to leave a review/balance things out a bit.
I would also look to see if you have really engaged customers (names you see at webinars, in your community, etc.) and adding those folks as well. They LOVE to help!
@Brittnee Dawson thanks for asking a question. One thing I’ve seen that is really helpful with having G2 send review requests is to let your customers know ahead of time (send them an email giving a heads up).
And, yes, the FTC has changed guidelines so that’s super important to keep in mind. You aren’t supposed to single customers out based on NPS anymore.
Additionally, @Katlin Hess is in the community and is super helpful, so if you have other questions you can mention her.
I would consider asking community members, people who have completed certifications, and a very helpful spot to put a review request is on the login page of your platform.
Finally, I always have reviews available for my advocates in a newsletter or in the program site, but only request from customers at large every 4 months or so.
YES. 100% agree on sending a heads up email.
Thank you all!!Customer marketing is so new to my organization that community or a full advocacy program site are not built yet. 🤪 really stretching to get engagement. ha
+1 on the heads up email!
Other criteria i’ve used are recently renewed, green health, community/advocacy program members, and if you’re overall customer base is happy, you could go broad and add to your sign-in page.
It might also help to look at the breakdown of your scores. For example, if your score is being brought down by support responses, ask folks who provided a high Support CSAT
Hey @Brittnee Dawson welcome to the dark side +1 to @Miranda Johnson's advice, that to stay compliant with FTC guidelines any lists you pull should be reflective of your overall customer base, and you shouldn't only be asking people who you think will give you a positive review.
That said, there are a TON of places you can include review asks to help generate reviews across your customer base. I'll attach a couple of slides below with some suggestions, but I also recommend checking out this blog post that highlights how Floqast is incorporating review asks across their customer journey, thanks in large part to @Kiely (Monteiro) Hajjar and Captivate Collective:
Slides are from a session I did at our virtual conference, we talk about the G2 algorithm, building a review gen strategy and sharing content from reviews if you're interested:
Thank you all for great insights in such a quick time. Appreciate it! I will pass all of this to our reviews manager.