Suggested playbooks to check out before starting this one:

• Measuring customer satisfaction using NPS surveys
• Doing user research to improve your product-led experience

6 steps for creating case studies and customer success stories:

‍Step 1: Identify satisfied customers.

• Reach out to customers who have had a positive experience with your product.
• Customers who have reported success or have been with you for a long period may be more likely to leave a review.
• You can also run a Net Promoter Score (NPS) survey to help you identify your product’s advocates and champions. We’ve created a playbook for “Measuring customer satisfaction using NPS surveys.”

Step 2: Choose the right time to ask for a review.

• Timing is critical when asking for reviews.
• Consider asking after the customer has reached a milestone, achieved success with your product, or had a positive interaction with your support team.
• For example, ClassPass asks users for a review after they’ve completed their first class:

‍

Step 3: Make the process easy.

• Provide clear instructions on how to leave a review on each platform.
• If possible, create a simple, step-by-step guide that walks customers through the process.

Step 4: Personalize your request.

• Personalization can significantly increase the likelihood of a customer leaving a review.
• Use their name, refer to their specific use case or success, and thank them for their time.
• You can use our Case Study and Review Template for inspiration when reaching out.

‍

Step 5: Consider offering incentives.

• Incentives can encourage customers to take the time to write a review.
• This could be access to premium features, a discount on their next purchase, or even entry in a competition.

Step 6: Thank your customers.

• Once a customer leaves a review, be sure to thank them.
• This not only shows your appreciation, but fosters a positive relationship with the customer.

‍