👋 hey everyone… I’d love your thoughts on incentivising customers for case studies.
Context: we’ve built a pretty solid customer storytelling system. our response rate is around 95% and honestly, no-shows or ghosting are super rare. the main challenge is timing and customer availability.
we shortlist customers based on a few parameters… like they’re happy with the product, actively using it, growing with us etc. once we identify them, we check with our CSMs if they’re “good for outreach” — basically meaning they’re not irritable or we haven’t had any recent issues.
the process works well but sometimes when we reach out, customers are hosting retreats or traveling or just really busy. so even if they’re interested, getting an interview scheduled or content approved takes forever.
we recently started using standardized consent forms and clearer timelines which helped a bit… but now there’s an internal debate about whether we should start incentivizing participation to make things faster.
personally I’m not sure. we already have a huge base of happy customers who genuinely love talking to us. I kind of feel like instead of offering incentives, we should collaborate better with customer-facing teams to time things right. unfortunately I’m the only customer-facing person on my team so there’s a lot of advice coming from people who haven’t exactly “walked the talk” you know.
still… I want to keep an open mind.
so curious to hear from you all:
• do you incentivize customers for case studies or testimonials?
• if yes, what kind of incentives actually work without making it feel transactional?
• have you seen different results with high-value customers (like earning 10k to 100k a month)?
just really want to understand if incentivization actually helps or just adds more complexity. 🙏
