Reputation, referrals and retention

Growth from the customers you already have: reviews, referrals and win-back.

The cheapest growth in most businesses: customers who come back, say so in public and bring their friends. It is usually the least managed, because nobody owns it.

I find where the asks belong in your sales and service. A specialist sets up the reviews, referrals and retention programmes and runs them.

Channels

Where this runs.

Reviews and ratings Google, Trustpilot, Yelp, TripAdvisor, G2 and Capterra. The play: The Review Engine.
Testimonials and case studies Automated asks, and one customer story a month.
Referral programmes Two-sided, paid in the product, and asked at the point of sale. The plays: The Two-Sided Referral and Ask at the Till.
Loyalty and subscriptions Memberships, subscribe-and-save and early access. The play: Early Access Instead of Discounts.
Win-back Lapsed customers brought back with what they first valued. The play: The Nine-Word Email.
Customer advisory boards Your ten best customers, quarterly.

Example plays

Signature plays for this service.

Play

Early Access Instead of Discounts

Replace blanket discounts with members-only early access to launches and drops. Fans buy first and you keep the margin.

Play

Ask at the Till

Make the referral ask part of the sale: ask who else you should help at the moment the customer says yes.

Play

The Two-Sided Referral

Reward both the person who invites and the friend who joins, in the currency of the product, at the moment people are happiest with it.

Play

The Review Engine

Ask for a review at the happiest moment, every time, and reply to every review in your own words.

Start here

Find out whether this channel is the one worth backing.

A 30-minute call first. If it fits, two calls in one week and a written growth plan you keep.

Get a free growth plan