Use NPS surveys and automated lead nurture emails to improve your Google Business profile rating.
NPS surveys help you understand how your customers are feeling post-purchase, but survey feedback stays between you and the customer. If you want to improve your public image, you’ll need positive online reviews. Google My Business profiles help increase your online visibility, but your profile won’t stand out if it doesn’t have any reviews.
Getting your customers to leave Google reviews may be more difficult than obtaining reviews for your other online profiles, especially if you’re an ecommerce business with no physical storefront. Even if your customers love what you do, they may not think to leave reviews on Google, and instead will opt to review you on your website or anywhere else you sell your product.
Here’s how to build an email lead nurture campaign to reach out to your biggest promoters and prompt them to leave a Google review.
Step 1: Build an NPS Survey
If you don’t already have a post-purchase NPS survey, we highly recommend you create one - not only for your Google reviews, but also to garner helpful customer feedback.
If you’re looking for an example of a customer feedback NPS survey, take a look at our HubSpot survey tutorial.
Step 2: Set up a workflow to target promoters and send them an email
By default, any contact in HubSpot with an NPS rating of 8 or above is considered a promoter of your brand. However, you can designate any rating range as being qualified for this lead nurture. Just remember the goal is to target your biggest fans.'
Create a feedback submission workflow with the following enrollment criteria:
- Survey Name is equal to [your survey name here]
- Rating is greater than or equal to [your minimum rating, e.g. 7]
- OR: If you want to target individuals that HubSpot has deemed your promoters, you can use the criteria: Feedback Sentiment is any of Promoter
Step 3: Create your email
Design a short and simple email with a clear, prominent CTA. It’s a good idea to highlight why your customers may want to leave a review - but again, keep it short. Additionally, remember you can’t offer financial incentives for leaving positive public reviews, as that could potentially violate FTC guidelines.
Here’s some examples of what you could highlight, if applicable to your brand:
- Remind your customers of your eco-friendly or charitable initiatives, and encourage them to spread the word in order to enact positive change.
- Emphasize how much reviews mean to you and your team to give the email a personal touch.
In general, it’s a good idea to tell your customers how much you appreciate their input - after all, they’re taking time out of their day to provide it.
Below is an example of an email we designed for one of our clients. They’re a small, homegrown business that has partnered with a nonprofit organization that promotes sustainable agriculture overseas. Each review means a tree is planted by the organization.
Positive reviews and strong online visibility are the lifeblood of any online business. Use this tutorial to connect with your biggest fans and reach new best-fit leads.