On Demand Trainings 💻

Customer Success Advisor
Customer Success Advisor
  • Updated

Welcome to Hub Fundamentals!

Whether you're new to the Hub or would like to master a particular tool, you're in the right place!

Here you'll find training videos for staff and admin level users in the Hub. From learning how to invite members to rewards accounts, to creating and promoting referral offers using the Hub, the information found in these videos can help.

We've also included Action Steps in each section. These are helpful when ensuring that you're using all of the great features in the hub to help your business grow.

If you have further questions after watching these videos, simply search for other articles in this Support Center, or reach out to your Customer Success team. We're here to help!

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Staff Training

This brief video is a great way to learn the ins and outs of your Hub as it covers how to log in, connect cards to user accounts, add points, send messages, and much more!

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  • Review the Hub Speak support articles for scripting ideas: Ortho/Dental Edition | Healthcare Edition | Hubbux Edition
  • If you're preparing to launch a new Hub and your Hub is in demo mode: practice adding members, sending registration invites, awarding points, and sending messages to demo members

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Admin Training

This series of videos covers features accessible to Owners, Admin and Rewards+Marketing level users in the Hub.

Be sure to check out the Action Steps for each feature to ensure that you're getting the most out of your Hub!

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Account & Staff

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  • Review your PRACTICE INFORMATION and PRACTICE LOCATIONS, including the "About Us" section as this appears on your Hub's microsite
  • Review your USER list: add/delete staff, and ensure that profile photos and bios are added as these are shown in messages to members and appear on your Hub's microsite.

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Members & Leads

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  • Follow up on new LEADS and convert/delete leads as needed
  • If you're preparing to launch a new Hub, send a copy of your MEMBER DATA or schedule your integration for one week before launch

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Learn How To: 

  • Add, edit, delete and reorder reward items
  • Customize rewards for different member groups
  • Limit the amount of miscellaneous points that can be awarded

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  • Review your Rewards Menu in your Hub and make changes to reflect the way you'd like to reward your members
  • Add new reward items periodically to keep things interesting for your members – like points for attending your special event, or telling a joke

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Automations

Learn How To: 

  • Automatically welcome new members and encourage mobile app use
  • Send customized birthday and holiday messages (with or without points)
  • Encourage Google and Facebook reviews
  • Create QR codes that members can scan for points

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  • Make sure you have these automations activated in your Hub to save staff time and increase engagement and reviews: Welcome Message, App Login, Profile Photo, Review Thank you
  • Consider automated birthday and holiday messages+points to delight members at special times
  • Create your first QR code automation and print flyers for in-office visits, compliance, special events (and more) to east staff time and increase engagement.

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Reviews

Learn How To: 

  • Set up your Hub to automatically award points for reviews
  • Publish reviews to your Hub microsite and your social media
  • Feature your best reviews
  • Navigate to Automations to set up Google and Facebook review nudges

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  • Publish all of your best reviews so they can be found online and throughout the Hub
  • Ensure auto rewards are turned on so points are awarded for Hub reviews
  • Add your Google and Facebook accounts to your Reviews automation and confirm mapping so members are automatically invited to leave you these reviews

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Marketplace

Pick n' Go! Socialize, engage, and create brand recognition and reward experience for your Hub members with Marketplace. Admin enabled today, staff ability to view, vote, and favorites coming soon.

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  • Review how to search, filter, and sort within the Marketplace and review or schedule content out.

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Contests

Contests are a quick, easy, and effective way to engage members as soon as they register their rewards account. Once you've scheduled your first contest, keep going and schedule a new contest for every month of the upcoming year, so the fun continues all year long!

 

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  • Head over to Scheduled Contests or the Marketplace to make sure you have contests scheduled every month for the upcoming year to maximize member engagement
  • If your Hub isn't yet live: schedule your first contest to coincide with the launch date of your rewards program, then schedule at least one contest per month for the next year

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Surveys

Surveys add a fun element to your rewards program and are a great way to get valuable feedback from your members. Pick your favorites from Marketplace or build your own. Either way, schedule surveys for the whole year so your Hub is ready to entertain all year long!

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  • Head over to Scheduled Surveys or the Marketing Calendar to make sure you have contests scheduled every month for the upcoming year to maximize member engagement
  • If your Hub isn't yet live: schedule your first survey to coincide with the launch date of your rewards program, then schedule at least one survey per month for the next year

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Communications

The Communications tool is a great way to quickly get information out to all of your members. Create and use templates for messages you send often, and use the scheduling and recurring features to send in-app messages as well as emails to a list or groups of members. Here's an example of how to build a template to send to members after their visit. 

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  • Make sending pop-up notifications quick and easy by adding templates to Communications Manager's Settings
  • If your Hub isn't yet live, send a group message and an individual member message so that you can view all of the templates and add more that would be useful for your team

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Referrals

Generating referrals is one of the most valued features in the Hub. Make sure all of your members have an opportunity to refer their friends and family to the Hub by launching your STANDARD referral campaign. Then schedule quarterly seasonal campaigns to keep your referral program top-of-mind.

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  • Make sure your standard referral campaign is active. This is your default campaign and activates the referral feature in your Hub.
  • Schedule quarterly seasonal campaigns. Your monthly Hub Action Plans contain lots of great ideas.

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Promotions

Promotion Manager is an effective tool for promoting all of your special offers and events. In minutes you can create an entire digital marketing campaign designed to inform and drive new customers to your business.

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  • Create and schedule (or save as drafts) any upcoming members-only or public events. Members can help you spread the word with by sharing information about your public events.
  • Add special offers into Promotions Manager to create social posts, print materials, and a landing page with a sign-up form.

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Social Media

Social Media Manager makes managing your Facebook, Instagram, Pinterest, and Twitter accounts easy peasy! Start by reviewing your settings in Social Media Manager to make sure it's set up to post as often as you'd like; then begin approving articles in the Content Library so it can get to work as soon as you launch your Hub!

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  • Approve or posts from Marketplace 
  • Add your own content, if you choose
  • Review Social Calendar to ensure it's filled with content for one or more months

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Calendar

Easily view scheduled contests, surveys, messages, promotions, referrals, and social media posts at a glance when you head over to the Marketing Calendar in your Hub. 

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  • Review your Marketing Calendar to ensure all of the marketing tools in your Hub are helping to promote your business. 

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Prizes & Orders

Learn more about updating your prize list fulfilled by our fulfillment center, adding in-house prizes, and viewing and fulfilling in-house prizes.

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  • Inactivate any prizes you don't wish to offer your members
  • Add your own in-house prizes, if desired

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Settings

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  • Review your account information and edit, if needed
  • Contact your Customer Success Advisor to discuss any changes to tags or groups in your Hub

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Reports

Reports will provide great feedback on activity in your Hub, like a history of points awarded, the members with the highest number or points, and your most popular prizes in your Hub.

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  • If your Hub is live, review the Reports – like Points Timeline – to ensure members are receiving points and engaging in your rewards program.

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Next Steps

Congratulations! Now that you've completed these videos you're ready to use all of the fabulous features in your Hub!

    • If you're preparing for the launch of your Hub, you're ready to check in with your Customer Success Advisor and begin the final countdown for launching your Hub – including scheduling your date to go LIVE!
    • If your Hub is already live, you can begin using your new expertise today. If you haven't already, review the Action Steps after each video and make sure your Hub is set up to allow for referrals, nudge for Google reviews, and automatically award points so your staff is freed up for other things.

 💡  PRO TIP: Check out our Monthly Hub Action Plans for content ideas to add to your Hub

 

If you have any questions, email us at customersuccess@practicegenius.com