Local Marketing Hacks – Customer Review Automation

FULL TRANSCRIPTS

Jesse Razo 0:05
All right. All right, guys, it’s Friday morning. Hopefully, you’re ready for your dose of marketing, we have 30 to 40 minutes with a focus on marketing and a commitment to growth.

Super excited to be with you, let me share my screen with you real quick, I’m doing some different things today got kind of a different setup going on. We’re going to be utilizing streamline stream yard to broadcast out to some of our social media channels to syndicate this content.

Of course, we have our zoom meeting set up for invitations, and things of that nature. So we’re gonna see how this all works out, hopefully, you’re able to hear me, if you’re not able to hear me go ahead and leave a comment. And we’ll troubleshoot that and get that taken care of.

But, you know, bear with me if we have any technical difficulties, because today, what I’m going to talk with you about is Customer Review automation and the importance of the review automation process. Of course, we talked with all of our clients about automating as much as you can, of course, when you do automate, you want to make sure that you humanize and personalize all of your communications, you don’t want to make it seem like you’re over automating. But again, the benefit associated with automation is the fact that you don’t have to remember to do things manually.

And of course, as small business owners, service trade professionals, or nonprofits Generally, the common thread that runs between all of those communities is the fact that they wear multiple hats and are quite busy. So what we’d like to do is we like to bring enterprise automation solutions to those small businesses and nonprofits so that they can excel and dominate their local markets and hopefully to help raise visibility, awareness, expand the reach, influence, and impact and go out there and be the and create organizations that have a deep impact in their communities. Got, I’m going to share a project that we’ve been working on with you with one of our clients, doctors, nutrition bar, really great product offer an e-commerce environment, with a membership site on the back end for licensed healthcare professionals.

So of course, e-commerce and memberships are something that we work with all of our clients in regards to getting them to that stage. We believe that in addition to your service offering if your local business for this company, of course, they have just their e-commerce and membership site, which we’re helping them build out and market and get visibility on. But for service providers, regardless if you’re in a trade or your professional service provider, there is an e-commerce play for your business, there is a membership play for your business, there are tremendous amounts of information out there in regards to how to monetize your expertise. And then also, you can be leveraging e-commerce in order to raise visibility on your product and service. If you haven’t thought about that.

It’s definitely something that you should be thinking about. So again, our you know, strategies, and what we want you to wrap your head around is you know how to create multiple streams of revenue utilizing, you know, technology and the internet in order to expand again, your reach, influence, and impact. Today, what I’m going to talk with you about is the customer review automation process. And what we believe is the sales process actually starts after you close the deal or after you bring the client on board.

And what we’re going to do is we’re going to talk with you about that process, we focus on that customer reengagement campaign, that’s one of our primary focuses on three areas, customer reviews, referrals, and repeat business, if we can create an environment that perpetuates that relationship and indoctrinates people into your philosophies into your strategies and things like that. And we can do that on an ongoing basis, we’re going to have more success with growing your business. we equate your business as a bucket of water and your customer review.

Our customer engagement campaign is how many holes are in that bucket meaning how many customers do you pull in and fall out? Or how many customers do you fill in and return as returned business, give you referrals and also give you reviews as raving fans of your business? So I’m going to take you through that process, show you some tools that you can be utilizing. In some strategies. I’ll show you the strategy behind it first and foremost, or I’ll talk with you about the strategy behind it.

First and foremost, I’ll talk with you about The tactics are that we utilize in order to accomplish that for our customers of our virtual marketing department, our local marketing toolkit in some of our other ad hoc customers, I’m going to talk with you about that as well, and how we implement this for our clients. And then the notification process, taking a look at SMS integration and automation, email integration and automation. And then also direct mail integration, and automation, which you know, more touchpoints that you have with somebody, the easier it is to get them to come into action. Be in action. So let me share my screen here real quick.

And I’ll get this set up so that I can show you what I’m talking about. Bear with me for just one second, I had these tabs opened up. And I wanted to share this with you. So if you’re on zoom, you’re seeing my desktop, my stream yard cast or stream yard, desktop, what actually what I can do. There we go. So hopefully, that is the right view there. And hopefully, that works out. And then what I’m going to do is I’m going to take you with the start of while I’ll show you the actual funnel itself, as you can see here, this is our customer view, incentive here for a doctors nutrition bar. And what we do is we provide an incentive in order for people to be an action.

There’s some type of reward in order to leave a review, we find that reviews are incredibly valuable. So a lot of people pay for marketing reviews should be one of those things that you pay for on a regular basis in redo in addition to setting up your review funnel, making sure that you have some sort of incentives to your customers know how much you appreciate them. And where we start off is we actually start off with an email and SMS follow-up. That’s time that goes out from keeping our back-end CRM solution. And what this does is, is that timer starts as soon as we mark the contact as a customer. And what we’ll do is depending on how long it takes, in order for us to deliver the product and service, what we’ll do is we’ll set up a timer. For instance, if they ordered a box of teacher nutrition bar or case or something like that, what we’ll do is we’ll wait until delivery has been received. Maybe wait for them to try the bar for a week. And then we start our customer review process, we’ll send them out an email and then we’ll also send them out a text message. In addition to that, we’ll send them out a nice thank you card. And that’s all built into the keep as a timer. We utilize integrations on the back end of keep in order to automate the entire process. So this just makes it easier for our clients. You know, ideally what we want to do is we want to be thinking about how to automate as much as we possibly can. But what this does is this goes out to the clients at about the 20 days Mark 21 day mark. And it’s a nice personalized thank you card, you know, having gratitude appreciating customers for the opportunity to service them or support them. Showing your gratitude, providing them a simple message. And we believe the new online is the offline is the new online, we try to push as many things as we possibly can offline so that we can differentiate ourselves because so many people are online for ourselves and our customers. A nice postcard or something like that with a thank you from the owner of one of the key principles within the business is a really powerful way for you to show your gratitude for the opportunity to support them and be to think about you know, all the people that are supporting your business. This is really a great way in order to accomplish that a nice personalized message from a key employee or principal or owner of a business is a great way in order to accomplish that. As you can see here. The postcard comes with a branded QR code. And if you were to scan that QR code, what you would find is it would take you to our customer review funnel. And that QR code gives you know it’s basically a dynamic QR code. So if the link on the back end ever changes, we can utilize the same QR code as easier it’s branded with the logo or an image of the bar in the middle of it. And then we have some text here that says that we are going to provide them some reward, scan the QR code to claim your rewards. So it says to show you our appreciation. And then once they scan that QR code, they come over to the customer review funnel. And inside the customer review funnel, have a couple of different options. Of course, we show our offer here take two minutes to leave a review and qualified to receive a free box of a doctors nutrition bar. So we’re providing product in this scenario in regards to this, you can provide a lot of different things you know we’ve in the past provided, you know amazon gift cards, Starbucks gift cards, you can provide a discount on services, you can provide some type of service that you already provide for free in exchange for the review. And what you should be thinking about is the fact that you’re just paying for that review. Nothing sells like proof and customer reviews or gold. When you’re talking about your marketing, you can do a tremendous amount. With customer review videos, you can create customer reviews Supercuts, you can utilize them in your paid advertising, you can publish them on your website, and utilize them for organic reach. And to expand your influence, you can utilize them to reduce friction in the sales process. So that if you have a sales process, providing customer reviews, or access to customer reviews will reduce the amount of friction associated with that sales process. So there’s a lot of different ways that you can utilize those customer reviews. And they’re incredibly important for you to think about how can we go out there and get proof. Now, there’s 20, there’s 20, some odd cognitive buying biases that you need to overcome, in order to get people into a state that they want to purchase from you. And there are these biases people go through on a regular basis. One of them is social proof. The other one is scarcity and urgency. And there are 20 others of them that you can work with regards to your copy and how you set up your funnels and everything like that. So what we’re doing with this is what we’re doing is we’re trying to do is give you the tools that you need in order to promote your products and services and put you in a state where you’re consistently gathering that information on a daily basis. And you’re focused on that every single day. That’s why it can be so incredibly powerful is because if you focus on that, what you have today, you might start off with one review video today. But if you focus on that over the next 12 months, I would assert that if you get a review every week for the next 12 months, and you have 52 reviews, your business is going to be absolutely transformed over the next year. We’ve seen this time and time again, we’ve had customers grow their business by three to four times by following these simple strategies and going out there and putting together these simple funnels in order to solve challenges that give them the tools in order to promote market their products and services. It just goes to show that it’s working on a regular basis. Now. Let me take you through the funnel for a real quick two-minute video review. Let’s go ahead and get started. We have an option here for overall satisfaction. It’s just one question. Very low friction not very intimidating. One question. We have the ability to answer what our overall satisfaction is with the product service process here. Of course, if we answer or fair, or average, what it does is it says how can we improve? What we want to do is if somebody is not satisfied or 100% satisfied or is actually four or five stars, what we want to do is we want to get feedback from them. What this will do is they can put it in, you know shipping

so too long. All right. They fill out the arc approach make sure they’re not a robot and we’re not just getting spammed. But what this will do is this will basically give us feedback in regards to how we can improve our process. Feedback is the key guys. If you’re looking for information what you want to do is you want to if you want to survey your customers on a regular basis if you’re looking for information on what their experiences survey your customer on a regular basis, if you want to know how your products and services are working out, survey your customers on a regular basis if you want to you know know what your customers want from a product development standpoint, survey your customers. get feedback from your business. Getting a state of creating feedback loops with your customers on a regular basis, you’re going to get all the information that you need in order to create, get feedback and be agile enough within your business model in order to make course corrections as needed. Business agility is the differentiator between success and failures these days, the market is changing too rapidly. If you get stuck in a lane, and you’re not listening to the market, you’re gonna get left behind when it comes to your product or service offering. You might be the giant in your marketplace today. But I would assert that if a savvy business owner comes up, that making competitive offers, and exercise these strategies, they’re going to displace you in regards to a market leader, or the premium provider in the marketplace. So think about it. Think about your business, think about how you can create feedback loops with your clients, and then also how you can create agility within your business in order to listen to them. Now. That’s if we got a one to three-star and takes them through that workflow. Let’s say that we did get a better rating than that we got a good, an excellent rating. What it does is it asks them if they would be interested in leaving a public review on the website, and also Google My Business Page, your Google business page, business pages and directories incredibly powerful Google business page is one of the places that we focus on in regards to getting reviews for our clients. Because Google utilizes this in order to rank all your other web assets, whether it’s your website, whether it’s your other business pages, directory pages, and things of that nature, you want to make sure that you’re getting reviews on a consistent basis. And you want to make sure those reviews are optimized. For search, we have training on how to prep your customers. In regards to optimizing those reviews. When they do type them in, you want to make sure that they leave their name, who they worked with the name of your company, the product or service, where they’re located, for instance, and what that’ll do is that’ll optimize all that text optimize, it yet optimizes your product in your branding, it optimizes the location information, and Google rates those reviews, and improves your visibility across the board. So what it’ll do is the frequency of those reviews, the age of those reviews, all that stuff plays into what’s called your location authority in your local market, it also works for e-commerce and other products and services that have storefronts and or some the app service areas. You can utilize Google reviews in order to accomplish that. Now for products and services. There are some other tools that you can utilize. And we won’t get into that today. But what this does is asks, gets permission, yes or no. If they select No and they go on, what it’ll do is it’ll just confirm they’re not a robot and they get to submit their positive review. Let’s say that they are open to leave a review. What we’re going to do here is we’re going to confirm that you’re not a robot, we’re going to take them to the next step. And then this next step, what it’s going to do is it’s going to ask them for a video review. So we built this video review plugin into the web form. As you can see there, it gives us the option in order to record the video. And or we can select a file and upload that pre-recorded video so you can prep them, you can say hey, you know what we’re gonna send you to our customer review funnel, you’ll get an option to record a video right there on the screen. And or if you want to pre-record that video and put it on your computer, you can just upload it right through our web form. What this does is kicks off notification. For this, what we do is pre-populate the email so that we can thank them for the review. And we can also track who has left a review and who has not left a review. If they have not left a review, what we’re going to do is we’re going to set this up on a timer. In order to start that process later on down the road. Send them another SMS text message, send them another

email, impossibly another postcard later on down the road in order to re-engage them and get that review. We want to get feedback we want to track who gives us feedback and who doesn’t give us feedback. And this is one of the most effective ways in order to accomplish that. Again, we build this into our keep CRM on the back end for each one of our clients and we’re going to be we track that all the way through the process that’s associated with the email in there. As you can see there they have the option to record their video and that’ll be built into there. They could say hey, you know what, I really love doctors nutrition bar, super gray bar. You know, the nutrition benefits are amazing love the probiotics love the amount of fiber, the fact that it’s only four net carbs blows my mind keto-friendly, all that kind of really great jazz gives us the option to go ahead and record that we can review our recording, that, of course, encodes the video and uploads it to the website, notifications will go out. And that’ll be a really simple way that’s very low friction. In order to, that’ll be built into there, they could say, Hey, you know what, I really love doctors nutrition bar, super gray bar, z there we built in that review their video, audio was a little choppy there just because I’m recording the recording of a recording. But that is the process, what will happen is we go ahead and submit the review, and not for this client. But for other clients, what they’ll do is they’ll automatically take them to the review page on Google visit Google My Business Page. And that’ll be the final step in the funnel. an incredibly powerful way for you to generate reviews on a regular basis and go out there and get more reviews for your clients on a regular basis. So that is the review funnel and the process associated with that. Again, in order to create let me talk with you a little bit about some of the tools were using the tactics behind this. In order to create the automation on the back end. Of course, we use to keep or keep provider. We love utilizing keep as our billing automation software and also CRM, email, SMS text integration, we use fixture funnel for text integration. They’ve been tremendous for us for text message integration and automation, giving us the ability to communicate freely via text message on a regular basis, set up automation through the keep campaign and campaign manager. And then we utilize Canva in order to create all of our path postcards, and things of that nature. So what I’ll do is our what you can do is you can look at those applications up if you’re utilizing them. And you can take a look at how those are going to work out for you. The cameras a really great way to make postcards very easily. It’s a very easy Image Viewer or editor, way easier to use Photoshop, we use Photoshop on a regular basis. And that was challenging. Just a little too much functionality forum. For us. We like to be or to reduce the amount of production time associated with what it is we’re doing just because we’re busy trying to produce a lot of content for not only our organization, but our clients, but incredibly powerful. And you know a lot of really great information for you in regards to that. So keep for back end CRM, billing automation, sales, and marketing automation, fix your funnel for the SMS text message, automation. mailbox power is the integration on the back end of Keith, in order to automate your direct mail integration. So mailbox power is what we utilize in order to accomplish that. And then I believe that’s all a QR code generator, you can just do a search online in order to accomplish that.

Remember, in life, all you need is love and a dog and you’re all set. So that about does it. That’s our customer view automation funnel. And again, this has to do with our strategy behind the local legends marketing methodology. In the funnels that we focus on with all of our clients, customer re-engagement as our primary lead gen and then customer acquisition are the two other areas that we focus on with our clients and work them through every step of that strategy. So I guess that’s all I got for today. We did it in less than 30 minutes. Again, we like to keep these right around 30 to 40 minutes. If you’re let me talk with you a little bit about how you can get access to future training. So if you want to set up notifications, you can text Monday kayo 27072291221, and we’ll get you on the notification list for future training. We do a Monday morning kickoff call focused on marketing commitment to growth kickoff call that covers our local marketing methodology. We do a Friday wrap-up call, the way that we believe that you can get transformation Within your business is really a simple framework. And what we believe is that you need to immerse yourself in an environment, that geek keeps you focused on growth and keeps you focused on your marketing. So your content can continue to grow your organization, you need to take action. So we call you into action, we have a lot of tools in order to accomplish that. We work with our clients on a regular basis, we call them on a regular basis, but you need to be in action on a regular basis. So you need to execute, right need to execute on the strategies that you’re learning. And if you’re not hiring somebody, in order to accomplish that, you need to be an action yourself, you need to practice on a regular basis, repetition is the only way that you can get good at what it is that you need to do in order to promote your brand products services. In order to get out there and exercise the muscles that you need in order to grow your organization is repetition. And then, of course, the third step is mastery. In mentorship, we believe that you need to be focused on aligning yourself with people that have accomplished what it is you’re looking to accomplish, and get mentorship on a regular basis, man mastery, mentorship is something that I wish I would have done more of at the beginning of my career, just align myself with people that we’re experts in the industry. And you know, and that’s all I got. So that’s what we got in regards to our weekly training. You can also plug into our YouTube channel, if you’re not there set up notifications, we have local marketing hacks, training that we put out on a regular basis that gives you what we do on a regular basis. In order to help our clients, we try we document that on a regular basis and provide you the strategies and tactics behind marketing your local business. If your service or trade professional and or local, nonprofit, or nonprofit and you’re looking for marketing strategies and tactics, go ahead and set up notifications on our YouTube channel. And then, of course, you can also join the local marketing hacks, a Facebook group in order to get access to our training, as well. If you haven’t scheduled an appointment to get your local marketing strategy done, we’ve got a complimentary appointment, you can look in the description of this video, get that setup. And what we’ll do is when you set up that appointment, we will take a look at your website some of the challenges that you have, what is it you’re trying to overcome and we’ll provide you a free consultation in order to accomplish that on a regular basis. So that’s about all I have for now.