Tutorial: Getting started with Trustmybiz

Setting up one or multiple feedback campaigns

Our Internet based on-demand solution allows businesses to manage feedback for an unlimited amount of brands, products, services and individual marketing campaigns. They also use it to manage feedback from employees or other stakeholders.

Each feedback account can be used to manage one or multiple feedback campaigns. We recommend using one account per campaign. This allows you to assign a responsible person for each feedback project, establish individual rewards per campaign and track your results accordingly.

Example:

A small hotel chain could setup the following feedback system in order to manage individual feedback campaigns that help them to improve their brand awareness, service and business partner processes:

Account	Feedback campaign	Feedback Manager	Audience	Reward Coupon
Hotel Chain	Brand	Head of Marketing	Anybody	5% discount of next reservation
Hotel 1	Hotel 1	Hotel Manager 1	Guest	free laundery service with next stay
Hotel 2	Hotel 2	Hotel Manager 2	Guest	free room upgrade with next stay
Business Partners	Supplier Processes	Head of Sourcing	Business Partner	10% discount of  next restaurant visit

Such a setup allows the company to channel the feedback directly to the responsible feedback manager, who can then act on it appropriately. It also allows the feedback manager to decide where to collect the feedback for their individual campaign and what coupons to provide into the rewards pool.


Choosing the right location to ask for feedback

We offer tools that allow you to receive solicited and unsolicited feedback.
While both forms of feedback are important, you will receive significantly more feedback if you explicitly ask for it.

It is very important that you choose the right location to ask for feedback. Put our tools wherever you touch your audience.

Remember that potential feedback providers need to have a relationship with you in order to provide meaningful feedback. Make sure that they understand that you’re not offering just another complaint box but are genuinely interested in their opinion.

We found the following locations to be most productive:

1.    Email campaigns targeted for feedback only
2.    Reservation / Order confirmation page
3.    Payment confirmation page
4.    Newsletter to your customers and business partners
5.    Electronic invoices
6.    Thank you notes
7.    Personal emails


Requesting feedback

We have developed a feedback request button that makes it easy for you to request feedback wherever you want in your business.

 

You can implement the button in just a few minutes on your website or email communication. (see Trustmybiz seals or consult our help function)

Technical Tip:     If you don’t like the graphic you can always exchange it with an image that fits your corporate design or just use the link in the html code: Example: Code for Trustmybiz’ Feedback button <a  href='https://www.trustmybiz.com/index.php?fuseaction=main. endorse-from-email&id=YmlkPTIzMzMx'> <img src='http://www.trustmybiz.com/images/endorsement_seal.gif' border='0' width='85' height='44'/></a> The link is: https://www.trustmybiz.com/index.php?fuseaction=main. endorse-from-email&id=YmlkPTIzMzMx You can copy and paste it directly into your email or mask it with a link text. The image link is: http://www.trustmybiz.com/images/endorsement_seal.gif If you want to change the image, you must design your own graphic, save the image on your web server and change the link to your new image location. You need to also change the width and height parameters to reflect your new image size. If you’re not comfortable doing this type of changes, ask your webmaster to help you! It will only take a few minutes!

Requesting feedback from your website:

While the feedback button alone will lead users to provide feedback to you, it will be much more effective if you explicitly ask them for their opinion. If you want feedback on a certain area of your business, include the area in your descriptive text.
    
Example:

Please provide us with your honest opinion << concerning e.g. shopping experience, our new product release, our new lobby design, etc. >>
We are using Trustmybiz to help us manage our customer feedback. To thank you for your efforts we will post a credit on your account. You can use it for discounts with us or any other business in the Trustmybiz network.

If you want to be even more explicit about your interest in feedback, designate a page of your website to feedback only. You can use different links for different feedback accounts in order to manage feedback for different areas of your company.


Requesting feedback from your email or newsletter:

A very effective way to request feedback is to either designate a certain portion of your email newsletter to a particular feedback campaign or even create a specific feedback request email campaign to your target audience.

Make clear what you want and that your audience is rewarded for it.
 
Example:

Dear <<feedback provider name>>:

Thank you for << describe the business transaction: e.g. purchasing a product or service, subscribing to a free newsletter, making a reservation, etc .>>.

Please take a moment to provide us with your honest opinion on Trustmybiz.com. We are using Trustmybiz to collect and manage feedback that helps us continuously improving our << describe what you want to improve: e.g. order process, payment process, business overall, product features, customer service, etc .>>.

We are in particular interested to understand << describe what area you want feedback about >>.

To thank you for your efforts we will post a credit on your Trustmybiz account. You can use it for discounts with us or any other business in the Trustmybiz network.

Start your feedback now!

Yours sincerely

<< your name >>


Requesting feedback elsewhere:

You can also request feedback from your print media e.g.:

1.    Paper invoices
2.    Business cards
3.    Feedback cards
4.    Sales promotions
5.    Advertisements
6.    etc.

Put the web address of your feedback page on your print communication.
On your feedback page you can give your target audience even more instructions on what you want feedback about.

That makes it easy for feedback providers to give you feedback from the comfort of your website.

Example:

Dear Guest: Please provide us with your feedback on: www.hotel.com/feedback We will reward you for your efforts! Thank you! Sincerely, Hotel Director

This is an example for a feedback card that a hotel could hand out to its guest prior to departure. The web address leads guests directly to the feedback page of the hotel, where they can start their feedback. It is not necessary that you state that you are using Trustmybiz in order to collect the feedback. You can do this on your website. The advantage of a little feedback card is that guests can carry it in their wallet and provide the feedback whenever they have time.

 
What to do with the feedback

Once you set up your feedback system like described above, you will receive a substantial amount of feedback. You can either accept or deny feedback.

Remember that only in very few instances you will get useless feedback. Often an unsatisfied customer will provide you with even better feedback, than somebody who raves about you.

We recommend to only denying feedback that does not advance your business.

Whenever you accept feedback we will ask you to provide a coupon into our rewards pool. You decide what value the coupon should have. The feedback provider gets a credit that they can exchange for any coupon in our pool. This mechanism provides a strong incentive to participate in your feedback project.

Once you have accepted the feedback and created your coupon, you can either post it for others to see, hide it from public viewing or comment on it.


Posting and hiding feedback

By posting certain feedback you allow anybody who visits your profile to see the feedback and your comments. You select which feedback you want to show.

We have developed a button that will direct your customers to your company profile at Trustmybiz.com, where they can review your business information, see what other customers have to say about your business, products and services, let them request coupons from your company and send you email.

This button can lead to greater visitor-to-sales conversions, increased store traffic and larger than average purchases by establishing that you are a trusted business.

You can implement the button in just a few minutes on your website or email communication. (see Trustmybiz seals or consult our help function)

We recommend that you prominently display the button on your website. Add descriptive text to it in order to make sure that visitors know what it is all about. Remember that posting your feedback is a marketing tool that will help you convert more visitors to buyers.
    
Example:

Please review what other customers say about us!
Our customers are our top priority. That’s why we have joined the prestigious Trustmybiz network. See what other customers are saying about us, request coupons or write us an email.


It is best to post a healthy mix of feedback and constructive criticism. No business is perfect! You can comment on constructive criticism and post the feedback together with your comment. That allows customers to see that you really act on what customers have to say, a strong trust building measure.

If you feel that certain feedback is not adequately describing your business anymore, you can always hide it from public viewing.

 
Commenting on feedback

We offer you an easy way to comment on feedback that you receive.
Your comment will be sent to the feedback provider and stored in your database.
If you’ve chosen to post the feedback, your comment will be posted as well.

This allows you to show to the feedback provider that you’re acting on their feedback. It creates an even stronger relationship to your customer, boosting customer loyalty and ultimately transforming them into strong company advocates.

By publicly posting your feedback together with your comments, you show everybody that you’re serious about customer satisfaction and that their opinion does not simply get stored but enacted on.


Setting up your loyalty program

Each time you accept feedback, your customers receive a credit and you provide a coupon into our rewards pool. You decide what value this coupon should have. The pool contains coupons from all businesses in the Trustmybiz network effectively building a powerful community of program partners.

Feedback providers are rewarded with a credit that can be redeemed for valuable coupons from any business in the Trustmybiz network, including yours, of course. It is this mechanism that creates a strong incentive for customers to participate in your feedback projects.

Creating coupons is very easy to. You can either create a coupon manually or configure your account so that it automatically creates a coupon whenever you accept feedback.

Because Trustmybiz does not charge any transaction fees, your loyalty program is virtually free. As your rewards are strictly coupled to additional sales, your loyalty program cost is effectively a cost of sales without any upfront cost or financial risk.    


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