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Five things to do with customer testimonials

April 10, 2023 by ClientCircle

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Have you recently received new testimonials from clients but don’t know how to best share them with the world?

First, a quick reminder. Testimonials are slightly different from reviews. Reviews are collected by third parties, like Google and Facebook, and you don’t have control over them. The third party collects and shares the review. You can respond but that’s about it.

Testimonials are something you collect from your clients and you can control if and how you share them. You can automatically collect new testimonials from your customers through testimonial request emails after they respond to a Net Promoter Score (NPS)® survey. If you want to learn more about the difference between reviews and testimonials, read more here.

Here are some ideas on how you can make the most of the testimonials you collect.

1. Post them on social media

It’s important to have a presence on social media for prospects who may be looking online for insurance. Prospects want to hear real feedback from actual customers, so posting testimonials on Facebook is an easy way to highlight what customers think of your agency publicly. If the customer has given you permission to use their name with their testimonial, you can tag that client in your Facebook post to make them feel appreciated. They may even share this on their own feed for friends and family to see. To help your testimonial posts on social media stand out, you can use Canva, a helpful tool with many ways to make your testimonials more visual.

2. Share on your website

Sharing testimonials on your website helps you with credibility. You can post testimonials in your “About us” section for anyone who visits your website while researching your agency. If you have a blog, you can also include testimonials there so prospects reading your blog can see what current customers have to say about your agency. You can post client testimonials that mention certain policies directly on the pages for those products or you can dedicate a separate section of your site to testimonials. With ClientCircle, adding a testimonial to your website takes just a couple clicks.

3. Create success stories

You can use testimonials to identify customers who would be good candidates for an impactful case study or success story. Reach out to these clients to see if you could use more details about their story on your website. Put together a short document summarizing how you helped this customer and pass it along to prospects who are interested in similar products. This will paint an impressive picture for prospects and give them a good idea of what you can do for them.

4. Boost employee morale

Posting testimonials in your business messenger app such as Slack or Microsoft Teams energizes your whole office. You can automate this process, so testimonials are posted to the app automatically as they come in. You can also use testimonials to highlight an employee at your weekly team meeting. These are easy ways to celebrate team members and encourage others to have positive interactions with their clients.

5. Use feedback to drive change

Analyze the feedback you receive from testimonials to see where your team excels. For example, if you have one producer whom customers are raving about, talk to that employee to see what they're doing differently. Then implement their unique process across the team. Or, if you've noticed clients don't seem happy around renewal time anymore, see what you were doing differently for customers previously compared to now. You may have been sending them handwritten cards or giving them a call to discuss their coverage initially and could do those same things during renewal times to increase retention.

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*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.