Did you know you can edit testimonials? Do you know why you might want to?
Using the Testimonial Publisher feature in LoyaltyLoop is a powerful way to promote why customers love working with you and your business. It only takes seconds to publish your testimonials to your website or social channels. But did you realize you can edit your testimonials? With the power to edit comes great responsibility. In this post we'll discuss the use cases when you may want to edit testimonials, and the pitfall of abusing this power.
Part of your LoyaltyLoop survey allows customers to express themselves openly and freely via comments they provide to you. When customers also give you permission to use their comments in your marketing, these comments become your testimonials that can be published via LoyaltyLoop to your website and social channels and used in your other marketing.
The very nature of providing open-ended comments is to allow the customer to speak freely. For this reason, LoyaltyLoop gives you the capability to edit your testimonials before they appear in public. We let you edit anything.
Correct Use of Editing Testimonials
The only edits you should make to a customer's testimonials are those relating to mistakes or privacy. The proper use of editing includes fixing typos, punctuation and perhaps grammar. In addition, depending on your company policies, it may be appropriate to remove references to the names of employees.
- Misspelling: "Loyalty loop" corrected to "LoyaltyLoop"
- Typo: "fantastc" corrected to "fanstasic"
- Privacy: "Judy and the team are great..." corrected to "The team is great..."
Incorrect Use of Editing Testimonials
You should never change the customer's intent or sentiment of their comment. How would you feel if you gave feedback to a company you work with, and when you read it online, they changed your sentiment? For example, if a customer wrote:
"While my orders are delivered mostly in a timely manner, they constantly require rework causing delays and frustration."
It would be inappropriate to edit the comment to read:
"My orders are delivered in a timely manner."
Do you think you'd continue doing business with a company that would do that? I wouldn't. In short, a good edit to a testimonial makes it appear more professional by fixing spelling mistakes and grammar and does not change the customer's intent.
How To Edit Testimonials
