🌶️ take alert Charlotte Weiss...
Just forgo email/CSM-based review campaigns all together.
Instead concentrate your efforts solely at your marquee events as you have a captive audience of happy/engaged customers at those events that you can easily incentivize with some cool swag and get some more more bang for your buck than struggling over getting your CSMs to follow up on email accounts.
And just so you don't think i'm just batshit crazy about this, I have the data to back it up...
Old way (email/review campaigns)
We used to do targeted review programs (pick our happiest 25-50 customers a quarter and email them directly with a 3 email program and have our CSMs follow up directly) along with sending autoreply emails to our NPS promotes asking them to give a review, and maybe (and that's a strong maybe), we'd get 1 or 2 reviews out of those.
New way (event based)
In the Q1 of this year (Feb - April), we hosted 6 events, including our flagship GrafanaCON event. At those events alone, we captured 241 GPI reviews, which equaled out to 92% of last year's total, and we still have 9 months and many more events left on the calendar.
Even more, the 112 we got from the 2 days of GrafanaCON gave us 66 new 5 ⭐ reviews and an overall ranking of 4.6/5, which boosted our overall ranking up .2 points and because they were mostly our happy customers, the willigness to recommend % number jumped up a whole 5% over last year's final number.
So, perhaps i'm just a crazy guy screaming on the mountain top, but i'd like to think i have the evidence that made me crazy 😉
