We’re late.

There’s an upside to being late - everyone that reads this finds out that we’re really doing this weekly. No content calendars, no pre-scheduled AI writing, no interns.

None of those are bad things, but we love the Friday edition to be authentic.

So what happened?

• A sick pup


• Two trips to the emergency vet

• And a holiday weekend before an international trip

I’m letting you know all of that not to gain sympathy (Riley is feeling a bit better and I'm sure I'll find my passport). Rather, it’s to share a really important interaction during this “customer journey”.

Customer Journey? With dogs?

Yep! Every business has ways that customers find them, buy from them (or don’t), experience the product or service, etc.. Granted, my dog didn’t have choices but pet companies have a notoriously good reputation for customer journey considerations.

The best journeys give customers ample opportunity to do three things:

1. Buy again

2. Refer

3. Give a rating or testimonial

How to ask for a review?

🙌 The vet office sent an email asking for a recommendation within a few hours of the appointment.

✨ The pet insurance company had a pop up after I submitted a claim - a perfect time to give an easy link:

Whether you are B2C or B2B or even B2G, there are ways to look at your communications and find the right place to ask recent buyers to provide feedback and ratings.

What to do next?

Take a look at your customer's journey - do you have systematic/automated ways of asking for the big three?

1. To buy again

2. To refer

3. To share a rating or testimonial

If these aren't in place for your brand, now is a great time to pick one and implement.

Pushing Buttons - tech we used this week

Agentive - We built an internal employee chat agent to allow field staff to ask questions about processes and procedures. The team can access the chat via a private intranet page and ask away - we get to see the questions and answers to further tune the agent. A win for everyone and very cost effective.

n8n - We built an integration to ensure leads from the marketing/sales software landed in the operational software. It was a bit of trial and error, but the transfer now happens in less than 3 seconds and we’re now able to explore more integrations including a 2 way sync so we can ask for ratings.

Clay - We continued testing how to set up an agent in Clay to monitor for new prospects and add them directly to our client’s CRM for outreach. We had fun looking for triggers that are far more nuanced than standard data. We can monitor for buying signals in whole new ways.

You or your team can jump into any of these tools and build pretty easily, but all of these will be future workshop topics in our Flow and Freedom community, so stay tuned for your personal invitation or request early access here.

Have questions on any of these tools or use cases and how they relate to your business? Just reply with your question!

Until next week,

Rebecca and the Advisory 9 team

P.S. - if you love the Friday edition, we hope you’ll share it with a friend. They can subscribe any time at the bottom of our site. Back editions can be found on our blog or on Medium.