My biggest 'growth hack' in my decades of Growth Marketing and helping create a 🦄

I'll share mine, but I would love for you to share yours too!

So the growth hack that I want to explain was based around the requirement to have 100+ reviews on your product using preferred review platforms to have stars come up in your paid search ads.

This was about 3-4 years ago when it was still a new feature.

I had my thoughts adding review stars (and 4 out of 5 or better) would improve CTR and reduce bid costs in adwords, not to mention improve conversion rates.

What I did was start segmenting our customers into those who had customer enquires and left a positive CSAT, and those who recently had insurance claims paid and did an email blast asking for feedback.

During this process we would ask for NPS score, and based on the result of that NPS score we redirect them to get further personal feedback or ideally if they were a promotor (8+) we would redirect them Trustpilot (we later optimised this flow to push them to a variety of review sites, facebook, google etc.)

It worked well and helped us get a bunch of quick reviews, but we expanded it and we realised that claim payment was really the "magic moment" when people would leave amazing feedback.

We timed the email to go out 2 days after we knew the money had hit there account, as it was international this was actually challenging as some time it could take up to 10-14 days where other regions would be <2 days.

This worked perfectly and what we did in the email was ask them "If there was anything that would stop you giving us a 5 star review we want to hear about it, please reply to this email and we will get it solved" We gave the customer support team a 48hr SLA to resolve any problems no matter what within 48hrs and then after 2 days we automatically got TrustPilot to send a review request from their system.

Once we had our 100+ reviews which created 4.8 rating, we were getting 40% more volume, and our conversions jumped 20% from adding the review stars in our google adwords! Way better than expectation.

What is your best growth hack / creative marketing solution?