‘Ello and welcome back to The Loop! This month we're talking all things referrals: why the gap between happy customers and actual referrals is bigger than most people realize, and what you can do about it today.
In this month’s edition →
- The referral-to-action gap you should know about and how to fix it
- A first look at your Referral ✨AI Agent
- Fresh ideas for you and your team to implement ASAP
- Spotlight On: Caribbean Smile Makers
- And what’s on the horizon this summer
The best people know the best people.
The referral-to-action gap is massive. 83% of satisfied customers say they'd refer a brand, but only 29% actually do. That's not a loyalty problem, it's an asking problem. Your happiest patients are ready and willing to send people your way. They just need to be asked at the right moment, in the right way, by someone who remembers to do it. But who has time to manage that? Spoiler alert: no one on your busy team! Practices need people to do people-only jobs: providing excellent care, managing customer relationships, and creating a culture that people want to belong to. Referrals just need a system. So, we built one.
Finally, a referral engine that runs itself.
The best referral ask is the one that actually happens and that's exactly what the NEW Referral ✨ AI Agent is built to deliver, automatically and personally, for every customer, every time. It catches customers at the right moment, brings employees and referring partners into the mix, and keeps every relationship active so nothing falls through the cracks. Every lead is tracked in real time, so you always know where referrals are coming from and where to focus next. A complete referral engine that runs without anyone having to run it!
Double Points Days: Ever detoured for a coffee just because you'd earn double points? Give your members that same reason to engage. Pick a few select days this summer and double the rewards for any activity completed in your Hub. For members coming in person, add a QR code they can scan on the spot. For everyone connecting on-app, load up fresh contests and surveys to keep the momentum going.
- To manage the reward items your staff users give out, go to Manage > Reward Menu. From here, you can add reward items or change the points value of existing rewards.
- To set-up a QR code in office, navigate to Settings > Automations. Click Add>Office Visit QR Code. Create a title for your Automation Next, choose the groups of members who will be allowed to receive points from this Automation. In the When section, determine how frequently members will be allowed to receive points through this Automation. Click Activate Automation to launch your new automation! A pop-up will appear showing the created assets, including the QR code.
Teacher Appreciation Campaign: The end of the school year is the perfect moment to show up for your community. Create a survey asking patients to nominate a teacher who made an impact this year, open-ended surveys work beautifully for this. Share the entries on social, select a standout story, and award points to the member plus a gift card and shout-out to the teacher. It's a simple way to cement your practice as a place that genuinely cares.
- Navigate to your Survey Manager by heading to Manage > Surveys. Click Add to begin building your survey. You’ll have two options: Use a Template from the built-in Marketplace. Type “Teacher” into the search bar for one of our pre-built versions! Or Start From Scratch to create your own
- Once the survey is live, share on social media to garner more participation and once the survey has ended, alert the student(s) who won to share the news with their teacher! Members can earn points for participation and/or a prize for their teacher.
Summer Themed Rewards Items: Give your rewards menu a seasonal refresh. Swap in new gift cards, add certificates to local businesses, or throw in some summer-themed practice swag. Once your new items are live, alert members via email or the Connect Feed so they know exactly what they're working toward.
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To manage the reward items your staff users give out, please go to Manage > Reward Menu. From here, you can add reward categories, add reward items, and reorganize these items to your preference. Once live, share the news via email or on the Connect Feed to give members a heads up!
Spotlight On: Caribbean Smile Makers
We connected with long-time client and all-around excellent human, Dr. Vidya Armgan of Carribean Smile Doctors, at AAO Orlando and asked how he was using the Culturello platform in his practice. He credited the platform for its ability to reward great behavior, not just in the practice, but in life. We’ll let Dr. Armogan tell you the rest ↓