Case Study: Eliciting Good Reviews In An Industry With Notoriously Bad Service

Chris Out from Dutch Growth Hacking Agency RockBoost recently wrote a case study on a feedback generation strategy I used for one of my clients. Here it is, in full.

Let’s say you’re an Australian Broadband service provider, and although most of your competitors have awful customer service, yours is actually pretty good.

The problem is that people tend to assume you’ll have terrible service as well. They kind of project their preconceived notions of enmity on you in advance. Totally undeserved. Not fair.

So, how do you survive in such a parched and hostile land? How do you convince the masses that you’re different? How do you beat back the bias and become known for being the provider with exceptionally good service?

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How we grew Australian Ethical’s monthly super signups by 255%


This article originally appeared on Web Profits blog.

The agency I work for, Web Profits, launched Fluid Online Marketing last year with the aim of radically improving online marketing, and for a large number of clients – in a wide range of industries – it’s been a huge success.

With Fluid Online Marketing, clients get assigned a full marketing team (akin to an outsourced marketing team). Teams vary in size but usually include:

  • 1x Fluid Lead
  • 1x CRO Producer (covering CRO, PPC, Email & Design)
  • 1x Social Media Producer
  • 1x SEO Producer
  • 1x Content Producer

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