Advocate Marketing

1. Advocate & Viral Marketing

2. Presented by Swift Marketing RAVE System Referrals & Advocates Viral Engagement Software Our Mission: Increase your referral generation, improve your brand ambassadors’ social sharing, & increase your marketing virality by systemizingcustomer satisfaction surveys & client reviews while also maximizing your online reputation via positive customer success story marketing & reviews syndication

3. Did you know... • 94% of B2B buyers research online for purchasing decisions • 70% of shoppers base a purchase decision on reviews online • 63% of small business owners report over ½ their business is via referral, yet 79% have no formal system for getting referrals • People are 400% (4x!) more likely to buy when referred by a friend • 74% of consumers cite recommendations as key to a buying decision • If you’re not controlling what’s said about your brand, others are.

4. What is Advocate Marketing & Viral Marketing? 2 Separate but Related Ideas: • Advocate MarketingSystematically engaging happy customers to refer people to you, and market for you. This requires (1.) identifying your happiest, most successful customers, and (2.) getting them to share their stories online and/or via referrals, which requires both ability and motivation. • Viral MarketingA marketing strategy with supporting tactics to get people to share in a loop designed to exceed 100% “virality”, a phrase borrowed from biology. The “K Factor” is a mathematical expression of this, which is K = number of invites sent by each user x % of conversion of each invitee, where conversion means not only buying, but becoming a re-sharer. When this exceeds 1.0 (100%), your idea / product / app / video / media will grow on its own - like Facebook, Hotmail.com, Twitter, and others.

5. Why should I care? • “Going Viral”: The Holy Grail of BusinessImagine your clients self-duplicating more than once per customer, without you spending a dime on advertising. This is the #1 secret to massive growth. • Referred Customers are Better for BusinessReferred customers cost less to win, cost less to service and maintain, are more grateful, share and tell others more, and are a joy to work with vs. “cold traffic”. • Loop Positive Stories back into MarketingCustomer success stories should be a key part of every company’s marketing, and this framework makes that easy. • Online Reputation Management & ProtectionUnhappy customers are 800% (8x!) more likely to share online, and every business gets an online reputation now like it or not. Shaping your online reputation is critical.

6. Why should I care? • Negative Feedback = Learning OpportunityHopefully negative reviews never happen, but if they do, you’ll want to do something about it. Patterns especially deserve a close look at whether the profits or policies are worth the hit. • Negative Feedback = Damage Control OpportunityIf some customer is unhappy, ignoring them is likely to land you on sites like RipoffReport.com, and a single negative review is worth many positive reviews in potential damage / lost sales. Being the first point of review and making a customer feel heard, then reaching out to them to try and make it right can help with damage control before your reputation is further damaged online. • Positive Feedback has Hidden BenefitsEmployee morale, employee performance reviews, help good ideas get recognized and implemented across your organization, and more.

7. In a Transparent World, the 1st Sale is Just The Beginning.

8. How do I go viral? It’s simple, but not easy : Math • Have a great product peopleget real value from. Note it’s not enough to just buy - people need to get the actual benefits, and not feel ripped off (upfront & transparent pricing but usually not lowest prices - i.e. Apple iPhones) • Those people who get value then share at a rate above 100% Net-Acquisition Ratio.Example: If you have 100 customers, and ½ are raving fans who share (50) and on average invite 10 of their friends (500 invitations) of which 50% accept (250 net signups) and repeat the cycle (50% of 250 then become raving fans, so you now have 125 new customers who repeat the cycle). This would be a viral coefficient of 1.25 / 125%.

9. How Does RAVE Work? We generate review forms for yourwebsite, in any style you choose… If the reviews are Positive, we then trigger automation - based on your rules - asking for referrals, social sharing, work to syndicate the reviews, and trigger marketing automation. Links to be shared can optionally have unique tracking URLs, so you can attribute results and optionally reward advocates.

10. How Does RAVE Work? If the reviews are Negative, we open a trouble helpdesk ticket, and ask for additional info to helptry and make the situation better so you both (1.)maximize damage control before the customer shares online, and (2.) you notice any patterns and thus may update policies, retrain workers, etc.You can also trigger different automation i.e. thanking the customer for bringing the matter to your attention.

11. How Does RAVE Work? Reviews can be as specific or general as you like, and support hidden fields such as purchase date, agent ID, location of a franchise, etc. Data can optionally be auto-published for all, or Positive reviews only, none at all, or just a givencategory i.e. specific agent, location, product, or service. One major goal of positive reviews is to usethese in marketing. We’ll also generatemicroformat stars based on your rules and reviews.

12. Why Wait? Get Started Today If you’ve read this far, just double down and you can get started in minutes. Click through to SwiftMarketing.com/RAVE 90 Day Satisfaction Guaranteed Pro help & services available Custom integration & programming available

13. Further Reading:

14. What is Net Promoter Score®? Net Promoter® or Net Promoter Score® (NPS®) is a leading management system that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. - Source: Wikipedia Net Promoter is one of several systems of measuring customer satisfaction and loyalty. Each has their own merits & liabilities & we encourage you to investigate further. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. SwiftCloud is not endorsed by nor affiliated with the Net Promoter System [as of January 2017].

15. Important Considerations: • What people say they’ll do, and what they actually do are very different things. If they say a customer says they’d refer you, but don’t actually do it, your business doesn’t grow, and the data is not as statistically valid.We believe the ideal system measures not just what people say they’ll do, but (1.) actual repeat purchase behavior and specifically up-sells, and (2.) actual online sharing and (3.) tracks actual referrals made. • Some systems do not reflect actual behavior of a customer journey from a cautious probationary buyer (who may refund if things don’t go well), to a repeat buying raving fan.

16. Implementation Outcomes • Real, actionable insight into customer satisfaction • Connect happy customer stories to marketing • Act on unhappy customer patterns • Engage happy customers into actual direct referrals • Motivate & empower positive reviews to socially share online • Automatically segment positive customers for upsell & cross-sell • Automatically thank negative reviewers for feedback & reduce damage • Connect positive stories to employees to reward • Connect positive stories to policies to make repeatable • Automate requests for additional referrals from the people likely to do so

17. Specific Segmentation Options • Categories can be hierarchical - for example, a given worker nested under a specific franchise or location • Hidden / invisible tracking variables can be added for tracking private data (say, purchase price, product purchased, date purchased, sales rep, service rep, etc.) and will show on reporting (can be exported as CSV or to Excel) • Separate taxonomies such as service, products are allowed, and workers reviewing the workplace (i.e. for Glassdoor recruiting efforts, etc.) • Rolling averages keep a constant score for a given data segment

18. Enterprise Options • Scheduled Purging (for site performance & large scale data, as well as medical HIPAA data handling rules) • Variable Rolling Averages, or time-window based averages i.e. 90 day average or last 30 votes averages. • API to track nonresponders – a non-response score varies by organization but is usually somewhere “passive” or lower. By tracking non-responders with those who do, you’ll have more accurate insight into real-world stats. • Scheduled Reporting – automatically receive a PDF, with recipient specific to category i.e. for multiple locations or varied stakeholders • Repeat-Reviewer Trend Tracking – auto-merging repeat reviewers to compare history • SMS Conversational Reviews unified with your web and/or phone stats • Twilio Phone API for Voice-based reviewing unified with your web stats

19. Why Wait? Get Started Today If you’ve read this far, just double down and you can get started in minutes. Click through to SwiftMarketing.com/RAVE 90 Day Satisfaction Guaranteed Pro help & services available Custom integration & programming available