Jack
Last Update il y a 6 jours
Customer-facing staff have the biggest impact whether someone leaves a review. A staff member who delivers a great experience earns the goodwill. A staff member who mentions the feedback request before leaving the site turns that goodwill into action. The customer then expects the message and opens the message.
The numbers show the gap clearly. A business that does not 'prime' customers sees an engagement rate near 8%. When staff 'prime' customers, businesses can see a review rate around 20%. The conversation costs nothing and changes the result dramatically.
The priming message is simple. Your staff member explains what they did, why they did it, and how issues might come up in future. Your staff member then says the customer may get a message asking for feedback. Your staff member never asks the customer to leave a review, they only prompt them that the feedback request is coming, and that it matters.
Priming is a skill your whole team can build. Tracked engagement lets you see who primes well and who needs coaching. Read the
full guide on getting your team involved for practical tips and KPI ideas.
