Melissa Pezzin

Chris Dalton - This is very interesting to hear and am curious how you've had such a success rate through an automated approach. Do you engage with NPS promoters right after they respond to NPS surveys or do you wait a given amount of days? Also, do you incentivize the customers to leave a review- i.e. through the GPI gift cards?

Alexie Glover - that's a good observation. You could be right! A lot of times, our CSMs' main contacts aren't the same people who chose or evaluated us as a vendor in the buying stage. We'll take that into account when we're qualifying the right personas with our CSMs going forward. Thanks for that insight!

Thank you all for sharing your tactics and approach! Interesting to know your rejection rate hasn't been as high as GPI confirmed the site's global review rejection rate is 30-40%. We have been partnering with our CSMs to target our most-engaged customers and have provided them with a templated email we got from GPI that guides them through the process. Perhaps what we're missing is the more hand-holding coaching component to ensure their responses aren't vague and mention our products. We'd want to make sure the customer doesn't feel pressured to respond positively though if we are walking them through it more. Thank you again for sharing your experiences!

Mary Green - is this document live yet? This is exactly what I need right now. I'm doing research on platforms like Influitive that would complement ReferenceEdge (our advocacy activity tracking system), Khoros (our Community), and potentially Sendoso for rewards fulfillment. So excited you thought to put something like this together!

Mary Green - Thanks for mentioning this! Unfortunately I missed the call. Do you know how I can access to it? Is there a recording?

Thank you Lauren Turner and Emily Coleman! That was a fast response! Your explanations and strategies make total sense. I appreciate you sharing these best practices. I'll be sure to relay these to my team. Thanks again!