Collecting Customer Testimonials Process Template

About Customer Testimonials

What are testimonials?

Customer testimonials are a valuable way to showcase our organization's products and services to potential customers. Following this SOP will enable us to collect high-quality, authentic, and relevant customer testimonials for use on our website, social media, and other marketing materials. By showcasing our products and services through reliable and positive feedback, we can build trust and credibility with potential customers and achieve our goals.

Why we use testimonials

Gathering customer testimonials can be beneficial for a number of reasons:

1. Social proof. Customer testimonials can serve as social proof, demonstrating to potential customers that a product or service is valuable and effective. This can help to build trust and credibility with potential customers.
2. Marketing. Customer testimonials can be used in marketing materials — such as websites or social media posts — to showcase the benefits of a product and/or service.
3. Improved customer experience. By gathering customer feedback, we can identify areas of strength and improvement within our business. This can help us make necessary changes and deliver an improved customer experience.‍
4. Sales. Customer testimonials can effectively convince potential customers to make a purchase, as they provide real-life examples of how our product or service has helped others.

Overall, gathering customer testimonials can help to build trust and credibility, improve the customer experience, and support marketing and sales efforts.

Collecting Testimonials

How to collect customer testimonials

This SOP outlines the steps for collecting customer testimonials to use on the organization's website, social media, and other marketing materials.

1. Identify the target audience for the testimonials, such as existing customers, potential customers, or influencers.
2. Determine the goals and objectives of the testimonial collection, such as showcasing the organization's products or services, building trust and credibility, or generating leads or sales.
3. Develop a plan for collecting the testimonials, including the methods and channels to be used (i.e., email, social media, or surveys).
4. Create a template or guide for the testimonials, including the type of information to be included, such as the customer's name, location, and experience with the organization's products or services.
5. Reach out to the target audience and invite them to provide a testimonial. Provide them with the template or guide, as well as any necessary instructions or information.
6. Collect and review the testimonials, selecting the most relevant, authentic, and high-quality ones for use on the organization's website, social media, and other marketing materials.
7. Obtain permission from the customer to use their testimonials, including their name and other identifying information.
8. Format and publish the selected testimonials on the organization's website, social media, and other marketing materials, following the brand guidelines and tone of voice.
9. Monitor and evaluate the performance of the testimonials, including metrics such as views, engagement, and conversions.

Tips for gathering testimonials

Here are five barriers to gathering customer testimonials and suggestions for how to overcome them:

1. Lack of time. Customers may be busy and may not have time to write a testimonial. To overcome this barrier, consider offering an incentive, such as a discount or a gift card, to customers who provide a testimonial. You can also simplify the process by providing a template or asking for a short video or audio recording instead of a written testimonial.
2. Lack of response. Not all customers will respond to requests for testimonials, even if they are happy with your product or service. To increase the chances of getting a response, consider personalizing your request and highlighting the specific ways in which the customer's feedback will be valuable.
3. Skepticism. Some customers may be skeptical of providing a testimonial, especially if they have never done so before. To overcome this barrier, consider sharing examples of other customer testimonials or explaining how their feedback will be used.
4. Fear of negative feedback. Customers may hesitate to provide negative feedback, even if they’ve had a negative experience. To overcome this barrier, consider creating a process for gathering and responding to negative feedback, and reassure customers that their feedback will be used to improve the product or service.‍
5. Lack of permission. Some customers may not want their name or personal information shared in a testimonial. To overcome this barrier, consider asking for anonymous testimonials or using only the customer's first name or initials. You can also ask for permission to use their full name and provide them with the option to opt-out.

How persistent should you be?

It's generally a good idea to be persistent in gathering customer testimonials, as they can be a valuable asset for your business. But it's important to strike a balance between being persistent and being respectful of your customers' time and preferences. Here are a few things to consider when deciding how persistent to be in gathering testimonials:

1. The value of the testimonial. Consider the potential value of the testimonial to your business. If the customer has had a particularly positive experience with your product or service and their feedback could be particularly impactful, it may be worth making a more concerted effort to gather their testimonial.
2. The customer's willingness to provide a testimonial. Pay attention to the customer's response to your request for a testimonial. If they seem hesitant or uninterested, it might be best to back off and try again later. On the other hand, if they’re open to providing a testimonial, don’t forget to follow up and get that valuable feedback.‍
3. The time and effort required. Consider the time and effort required to gather the testimonial. If it takes a significant amount of resources to get the testimonial, it might not be worth the investment.

Overall, it's generally a good idea to be persistent in gathering customer testimonials, but it's also important to respect the customers' time and preferences and to consider the potential value of the testimonial to the business.