FAQs

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Hurlbert Consulting’s proprietary Customer Feedback Generator™ tells you what your customers really want, measures how satisfied they are with the degree to which you are providing what they want, and elicits referrals and online reviews.
The Customer Feedback Generator™ provides the five core forms of social proof for your organization: testimonials (from the Testimonial Generator™), general/overall satisfaction data (from the Data Generator™), specific satisfaction data (from the Data Generator™), referrals (through the Referral Generator™), and online reviews.
With the powerful testimonials and statistical data generated from using the Customer Feedback Generator™, your company will increase conversion and retention. These five forms of social proof will differentiate your company in the marketplace by demonstrating to your prospects and customers how consumer-centric your company is. Your business will also receive vital insights that will support continuous process improvement and growth.
Feedback from the Customer Feedback Generator™ and the Opportunity Generator™ does not appear as though it’s been “hand-picked.” The statistical satisfaction data (both general and specific) generated will clearly convince prospective customers that testimonials are genuine. By combining statistical data with testimonials, you also gain the ability to appeal to both the logic and the emotion of your prospects.
Customers who give positive feedback in the Feedback Generator™ will automatically be brought to the social media platforms of your choice and given the opportunity to include a review or testimonial there.
Your company can generate testimonials and social proof effortlessly and automatically, with almost no extra time and energy. One very small business used their Testimonial Generator™ and received 10-15 testimonials every month with virtually no effort. The system can even populate testimonials to a widget on your website automatically, eliminating the hassle and expense.

The 20-Point Proof Profits Assessment™ measures how customer-centric your company is, the extent to which your company gathers proof effectively, if there are additional ways you could differentiate your company from the competition, and whether hidden costs might be sabotaging your organization and depressing your bottom line.
With our proprietary data-gathering system and analysis, the assessment analyzes 20 areas of profitability in your organization. The Proof Profits Assessment™ analyzes the nature of your customer service, the quantity, kinds, and quality of proof your company is collecting, and the system you’re using to gather each form of proof. It also looks at your reporting and analysis procedures (for statistical data) and how effectively you’re using the data that you’re collecting. Finally, the Proof Profits Assessment evaluates how well you are integrating your social proof into your marketing activities (including social media) to gauge the overall results that your company is getting.
The Proof Profits Assessment™ will provide the most comprehensive, systematic, and sophisticated analysis available on the market today, giving your company tools and a specific direction for increasing profitability.

Social proof documents the efficacy of your products or services through the most powerful voice imaginable: that of your clients or customers. Its power lies in a social influence process, in which your current customers’ feedback affects prospective customers’ opinions. And, because few businesses garner and use social proof effectively, this system can provide a marketplace advantage for you.
Research shows clearly that trust is declining in the United States—and it stands lowest among Millennials, who will become increasingly important for your business. That means that you must work harder than ever before to earn and keep the trust of your prospects and customers. Social proof does that effectively by demonstrating that your customers are willing to “vouch” for your company.
Our analysis shows that businesses typically fall into one of two categories. In the first group, companies lack adequate proof because they lack a system for gathering that proof. The second group gathers proof but does so in ways that produce high direct and indirect costs for the business—and typically yielding inadequate results.
Among businesses that gather proof, many incur far more direct costs and suffer many more hidden costs than they realize. For example, a typical business that tasks its phone sales team with the job of soliciting testimonials incurs not only the direct cost of hourly wages, but also the hidden costs of sales team burnout, ineffective testimonials, and the inability to supplement the testimonials with other forms of proof.
Hurlbert Consulting lets you reap the revenue-generating conversion and retention benefits of social proof while avoiding the hidden costs. The techniques we leverage for you are both effective and proven. Through our 20-point Proof Profits Assessment,™ Customer Feedback Generator™, Opportunity Generator™, and Concierge Customer Service™ Program, we will provide your organization with the five core forms of social proof and a strategy for continuous process improvement.
The five core forms of social proof are: testimonials, general (overall) satisfaction data, specific satisfaction data, referrals, and online reviews. Each form plays a powerful role in demonstrating to your customers (and your competitors’ customers) that your business provides superior services and/or products. Garnering the five forms of social proof also provides valuable data for continuous process improvement for your company.

The Opportunity Generator™ is a survey tool that allows you to know exactly where your customers’ top priorities lie. This not only lets you target your customer service, but also provides the bonus of showing you how to create content that your prospects will consume rabidly and craft marketing messages that will skyrocket your conversions.
Examples would include what your customers’ top priorities are, how often they want to hear from you, how quickly they expect responses, and how they prefer to receive answers to their questions.
The Opportunity Generator™ gives your company hard data on your customers’ priorities—data most of your competitors likely lack. The data you receive from measuring various customer preferences enable you to provide Concierge Customer Service™ by showing you which touch points to prioritize when providing customer service.
Although Net Promoter can be very useful, it also suffers from some well-documented limitations. Chief among them is that many companies rely solely on Net Promoter, which means that they lack the data to know “what to fix” if the score proves to be low. The Feedback Generator™ solves that problem by providing both general and specific satisfaction data to ensure continuous process improvement. It also fuels your marketing by providing multiple forms of proof.
Satisfied customers will be taken automatically to your social media platforms, where they can provide a review or testimonial.
Once we set your Feedback Generator™ up for you, your company can generate testimonials effortlessly and automatically, with almost no extra time or energy. One small business used their Feedback Generator™ to produce 10-15 testimonials every month, with virtually no effort on behalf of their company.

Concierge Customer Service™ is a customer-centric strategy that provides your most profitable customers a level of service that your competitors can’t match, making it impossible for competitors to wrest these customers away from you. This differentiated, or “tiered” customer service system ensures that all customers receive great customer service, but the most profitable customers receive a level that is truly exceptional.
The Concierge Customer Service™ strategy embeds within your overall strategy to garner profit gains and put your company ahead of others in the marketplace.
You garner increased profits through conversion of prospects, penetration of your market, and retention of customers—particularly your most profitable customers.
Crafted correctly, your overall strategy can tilt the playing field so that the best, most profitable customers in your marketplace will gravitate to your company—away from your competitors—and the worst, unprofitable customers will defect to your competition, leaving you with profit gains.
The Concierge Customer Service™ system stands apart from other customer service programs in two ways. First, it represents a differentiated or “tiered” system in which your most profitable customers receive an exceptional level of service, while all customers receive uniformly good service. Second, because implementation of Concierge Customer Service™ begins by understanding what kinds of service your customers want, this system lets you tailor your customer service to your customers’ preferences.
A true Concierge Customer Service™ system includes a process to constantly garner customer feedback so you can ensure exceptional levels of customer satisfaction and continuous process improvement throughout your organization. Through the Opportunity Generator™ and Feedback Generator™, you can constantly keep your finger on the pulse of customer sentiment.
Implementing Concierge Customer Service™ is a three-phase process. We manage the process for you to minimize demands on your organization.
In Phase I, we gather data gathered from your customers using the Opportunity Generator™ and the Customer Feedback Generator™ so you know what your customers really want. Because customer satisfaction depends upon employee satisfaction, we also elicit feedback from your employees. Phase II is all about tailoring the Concierge Customer Service™ to your customers’ preferences, based on the information gleaned from Phase I. Key elements include: identifying potential CCS representatives and training them, training your sales team in the new CCS system and aligning them with your goals, and informing your client base about the benefits of their participation in the system. In Phase III, you capitalize upon the investment you made in the Opportunity Generator™ and Feedback Generator™ in Phase I. Here, you use the surveys that provided your roadmap to customizing Concierge Customer Service™ to collect feedback on an ongoing basis. This can be done at low cost by setting up autoresponders that invite customers to provide feedback at designated intervals. You can understand these data easily by using a customized dashboard.

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