February 2025
New Feature
New Integration for CoreBridge
Software: CoreBridge
Automation: API Integration
Are you running your business on CoreBridge? On February 10, we announced our new LoyaltyLoop-CoreBridge integration. It has never been easier to automate your feedback and review process! This no-cost Add-On provides a new level of ease and simplicity to automatically flow the correct transaction contacts from CoreBridge to your LoyaltyLoop.
CoreBridge makes the process of connecting to LoyaltyLoop quick and easy. You'll find us in the CoreBridge Marketplace.
This new integration makes it effortless to get the right contacts who are ready to be surveyed into your LoyaltyLoop, allowing your surveys to be sent as soon as the next day. Requesting feedback and reviews closer to when the customer experienced your business and services can increase both the quality and quantity of responses.
By default, the Add-On will send your surveys on a weekly basis on Tuesdays and impose a 3-day delay to give the customer time to experience your products and services. You can increase that frequency to daily with no delay, or adjust it otherwise, by contacting our support team.
The key benefits of this no-cost CoreBridge integration are:
- Set it and forget it!
- Engage the customer soon after their transaction
- Send requests as often as daily
- Save time (and money) not running report queries
It takes seconds to connect CoreBridge to LoyaltyLoop. Check out the details on our CoreBridge Integration Add-On page.
New Feature
New Bar Chart Default View - Feedback by Question
Reviewing trends for each of your survey questions is easy in LoyaltyLoop. Just head over to Feedback by Question. Here’s a simple enhancement in LoyaltyLoop you will find valuable.
On the Feedback by Question view, you’ll now notice the default chart type is set to “Bar Chart”. Each question will be summarized on a horizontal bar chart. This allows you to quickly see how your customers have responded for the date range selected (default date range is 12-months to date).
But what if you prefer to view a question using a Line Chart, or even the raw table data? No problem. Simply set the chart option you prefer, and LoyaltyLoop will remember this selection the next time you visit Feedback by Question.
Tip
Google Squashes Review Count Bug
In early February, businesses started experiencing (and reporting) that their hard-earned Google reviews seemed to be disappearing from their Google Business Profile. They noticed this as they witnessed the count of their reviews decreasing.
Soon after, Google acknowledged the issue and has been working to resolve it. Google had a bug that that caused some Profiles to display review counts lower than the actual number of reviews. No reviews were removed due to this bug.
As of Feb 13, Google officially posted the following on their support page:
“Most affected profiles now display accurate ratings and reviews. However, while we have made significant progress, some profiles may still experience a temporary lower count. These profiles should recover to pre-issue levels over the next few days. No reviews were unpublished due to this issue. If your review count does not return to the level it was before this issue in the next few days, please contact support.”
Of course, it is important to keep in mind that Google may remove any reviews that do not meet Google’s content policy guidelines.
Tip
How LoyaltyLoop Helps Buyers and Sellers of Businesses
Photo by Chris Liverani on Unsplash
Selling a business is a daunting task. So is buying a business. Often times, the needs of the buyer and seller are at odds with each other, and finding alignment can be difficult. But did you know that LoyaltyLoop can be extremely helpful in the process, regardless if you are on the buy-side or the sell-side?
If you are the seller, you want to ensure you maximize the value (price and terms) you receive for your business. As the seller you will need to find ways to justify the value they seek to any buyer. This will take the form of historical and projected revenues, cash flows and related. Typically, the seller will need to provide due diligence documentation, so the details surrounding the business can be verified by the buyer. Often times, this process is uncomfortable, awkward, and can feel like a visit to your oral surgeon.
The buyer is also in a difficult position. They do not want to overpay for the business, and they do need to verify what the seller tells them, hence the request for reams of due diligence info. Ultimately, the buyer is seeking transparency into the seller’s business. It is the proverbial process of “kicking the tires” and “looking under the hood”. But unlike buying a car, the buyer and seller are in no position to allow “test drives”. This inherently puts both parties are in a difficult position to achieve their objectives.
What if there was an easy and transparent way to for the seller to help demonstrate the value they seek for their business, and a transparent way for the buyer to help validate the value? That’s where LoyaltyLoop comes in.
If the buyer has been using LoyaltyLoop, and executing continuous improvements to deliver increasingly better customer experiences, the seller’s customer experience (CX) metrics will likely reflect this. The seller will likely have a high Net Promoter Score (NPS), indicating a higher likelihood of repeat business from loyal customers. In addition, the seller has a documented system chock-full of real customer feedback and comments to leverage during the sales process. This same data can be extremely helpful to sellers and buyers alike. Here’s how:
1. LoyaltyLoop Provides High Value To Sellers
The data in the seller's LoyaltyLoop account can help demonstrate the value of the business to prospective buyers. In one single dashboard, a buyer can see how customers view the business, and how happy they are. This can provide reassurance to the buyer they are making the right decision to acquire this company at the seller's stated value. Buying a business with a high NPS, reinforces the quality of the asset (customer base) that the seller is selling, and the buyer is buying.
The seller, as a user of LoyaltyLoop, will promote their business via fresh customer Testimonials and Reviews to prospects. Promoting these comments to buyers is equally powerful. But, giving all your customer details to prospective buyers is not always wise, and can feel like undressing in a room full of strangers. No problem. In LoyaltyLoop, go to your Feedback section and download all your customer survey responses. Open that file, and delete all the customer identifiable details, providing just the sanitized surveys responses such as the date of response, response to questions, comments, needs for other services, etc.
2. LoyaltyLoop Provides High Value To Buyers
LoyaltyLoop provides a clear and transparent view into the most valuable asset of the target business - the seller’s customers. For both seller and buyer, having easy access to customer feedback can help the seller with due diligence, and help the buyer understand what they are buying.
In addition, all the customer data residing in the seller’s LoyaltyLoop is also an asset of the business. The seller’s LoyaltyLoop account can be easily transferred to the buyer. For a buyer, it is extremely helpful to have historical feedback from their newly acquired customers for the transition period and beyond.
3. Transferring a LoyaltyLoop Account from Seller to Buyer is Easy
The seller’s LoyaltyLoop account can be transferred to the new owner per the seller’s instructions while the account is active. The seller or Admin User on the seller’s LoyaltyLoop need only notify our support team of the change in ownership, and LoyaltyLoop will work with the new owner to update their survey to their brand and details (no additional cost).
Now the buyer will have all the historical feedback and can continue to receive feedback and reviews going forward. While gathering feedback all the time is important, it is especially important when there has been a major change in a business, like a change of ownership. New owners have so many things to manage during the post-acquisition process, hence using LoyaltyLoop to keep an eye on customer attitudes and experiences is absolutely critical. Otherwise, the buyer may wake up one day to realize those newly acquired customers switch to another company for your products and services.
Learn
Elevate Your Reputation: How Review Software for Home Services Can Transform Your Business (part 1 of 6)
Photo by Todd Kent on Unsplash
The Power of Customer Reviews in Home Services
In today's digital age, customer reviews have become the lifeblood of home services businesses. These online testimonials serve as powerful social proof, influencing potential customers' decisions and shaping your company's reputation. As a home services business, you're likely aware of the impact a single review can have on your bottom line.
Consider these statistics:
- 93% of consumers read online reviews before choosing a local business1
- 87% of consumers won't consider businesses with low ratings2
- Positive reviews can increase conversions by up to 270%3
These numbers underscore the importance of managing our online reputation effectively. Reviews act as virtual word-of-mouth recommendations, spreading faster and reaching a broader audience than ever before. Quite publicly, they provide invaluable insights into your business operations, attitude, and market posture, while highlighting strengths and areas for improvement. Moreover, positive reviews can significantly boost your credibility, helping you stand out in a crowded and competitive market.
However, the true power of customer reviews lies in their ability to build trust. In an industry where customers invite you into their homes, trust is paramount. Authentic, positive reviews can alleviate potential customers' concerns and showcase your reliability, expertise, and quality of service. Embracing the power of reviews for home services companies is essential. When it comes to gathering and managing reviews, it is no longer a viable option for businesses to leave the process to chance.
Understanding Home Services Review Tools
Review software for home services companies are specialized software and services designed to streamline the process of collecting, managing, and leveraging customer feedback. These platforms offer a centralized place for monitoring reviews from key third-party reviews platforms like Google Business Profile, and other industry-specific sites.
Key functions of review tools include:
- Soliciting feedback and reviews from customers
- Monitoring Google for new reviews
- Enabled quick and efficient responses to reviews
- Analyzing feedback and review data for insights
- Showcasing positive testimonials on your website and social channels
By leveraging review software for home services your business will benefit from a systematic approach to reputation management. Home services review tools automate the process of requesting feedback and reviews from customers, making it easier to maintain a steady stream of fresh feedback and testimonials. This consistent influx of reviews not only boosts your online visibility but also provides potential customers with up-to-date information about your services.
Furthermore, these home services review tools often come with analytics features, allowing you to track your customer feedback and review performance over time. You can identify trends, measure your Net Promoter ScoreSM, customer satisfaction levels, and gain valuable insights into improvements that can drive better customer experiences, leading to a stronger reputation and brand.
Stay tuned as we continue next month with part 2 of "How Review Software for Home Services Can Transform Your Business".