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Honest Marketing report - Banner image

Brands that take a stand: Marketers who match consumers’ desire for purpose come out on top 

[Get the report here](https://business.trustpilot.com/guides-reports/build-trusted-brand/brands-that-take-a-stand?cta=banner)


Get more out of your customer reviews with our case studies, webinars and videos. Find the latest trends to promote your company in search and manage your online reputation.

Inside Trustpilot - Trustpilot Blog

Reviews - Inside Trustpilot

Final-Transparent-Flagging-Gif

### Why should review flagging be transparent? 

We’re glad you asked. The Transparent Flagging feature is meant to provide consumers with a window into how often companies flag their Trustpilot reviews, how many they’ve flagged, and the star ratings of each flagged review. It doesn’t get much more open than that.

While companies tend to flag fewer than 1% of all reviews posted on Trustpilot, this feature is the perfect opportunity for businesses to show customers they have nothing to hide.


Creating a culture of transparency...

### What does Transparent Flagging mean for businesses?

At the end of the day, the Transparent Flagging feature is an opportunity for businesses to create customer confidence through their brand reputation. 

One of the many ways we uphold the integrity of Trustpilot is by allowing businesses and consumers the ability to flag a review if they believe it doesn’t uphold our [user guidelines](https://legal.trustpilot.com/user-guidelines).

Now when a company flags a review, they have to provide a reason, and __their reason for flagging will be displayed publicly on their business profile page__. 

“Providing this level of transparency helps businesses grow brand trust where needed, and incentivizes good behavior,” says Stine Mangor Tornmark, SVP Legal & Compliance at Trustpilot.

“We continue our commitment to combat any attempts to game the system and our fight for a reviews industry where __businesses should not be allowed to censor what people can see__ and share.” 

### Narrowing the gap between businesses and customers

We want Trustpilot to be a place where everybody feels empowered to make a confident purchasing decision, as well as a destination for businesses to show that they truly care about their customers. 

That’s how we build trust between customers and businesses. 

The flagging data now visible on every business profile page has been collected since January 1st, 2019 with the goal of providing consumers with a complete picture of how companies handle their reviews on Trustpilot.

Now when a customer visits a business profile page on Trustpilot, they can see insights like:

- How many reviews the company has flagged;
- How many of those reviews went back online, and how many were permanently removed;
- And whether the flagged reviews really were in breach of Trustpilot’s guidelines.

We’re confident that providing these insights will help customers make better buying decisions, and lend even more credibility to all of the reviews published on the Trustpilot platform. 

Ready to join us at the front lines of trust and transparency between businesses and consumers? Request a demo today.


Creating a culture of transparency and trustworthiness with Trustpilot's new flagging feature

Getting started with Trustpilot Pro

Getting Started with Trustpilot Pro

Let's go over what you can expect in your first two weeks collecting reviews with Trustpilot.

## Getting started: sending your first review invitations

When you finalize the details of your Trustpilot subscription with a member of the sales team, they’ll schedule a time for you to speak with one of our Implementation Managers. 

During this call, the Implementation Manager will help you send out your first batch of review invitations, __so be sure to come prepared with a list of recent customers.__ 


Image+to+replace+old+screenshots

## Setting up ongoing invitations

Once you’ve sent this initial round of invitations, it’s time to set up an automated review collection method to seamlessly capture feedback from all of your customers moving forward. If you don’t get to this on your first call with an Implementation Manager, we recommend getting back on the phone with them or taking a shot at it yourself using the detailed instructions from our support site, by the end of your first week with Trustpilot. 

Now that your customers from the past 6-12 months have started to share their experiences with your business, and you’ve set up a way to automatically invite future customers to leave a review, you’re well on your way to seeing success! It’s time to sit back, relax, and watch those reviews roll in throughout the week. 


## What's next: displaying reviews and star ratings on your website

By your second week working with Trustpilot, you’ll not only have some brand new customer reviews under your belt, but also a proactive plan for the future.
 
At this point, a Customer Success Manager will be in touch to help you come up with a comprehensive strategy to make the most out of Trustpilot, starting with strategically display your reviews and star rating right on your website. Sharing reviews on site is a key step to providing your browsers with the social proof they’re looking for to make an informed shopping decision!  

Not too bad for just two weeks of work. To summarize:


Getting Started with Trustpilot

There’s quite a bit you can accomplish in your first two weeks using Trustpilot, and once you’re up and running, the sky’s the limit. 

__Hoping to improve your customer service?__ Having a business profile on Trustpilot helps you tap into your customers’ desire to share their experiences and build your brand. With these newfound customer sentiments at your fingertips, you can monitor key themes and spot larger trends. 

__Maybe you’re focused on SEO.__ With Trustpilot, you can easily add Trustboxes to strategic pages within your site to make sure your business stands out in search results. 

__Or perhaps you’re tackling cart abandonment.__ 73.6% of Trustpilot visitors are more likely to make a purchase from a website displaying Trustpilot reviews onsite, so showcasing reviews at key points in your checkout funnel can minimize churn and improve customer LTV. 

## Onwards and Upwards

After your initial set up, you’ll find that reviews are pouring in with little effort on your part, but it’s important to stay proactive. 

Engage with your customers by responding to them one-on-one as they leave honest feedback for your business. Show off your 5 star reviews on-site. Give yourself a big pat on the back, because you’re building up your brand trust and transparency. 

## Curious what success looks like after some more time with Trustpilot?

Before working with Trustpilot, online retail company CPO Commerce had 72 reviews.
Within their first month working with their Implementation Manager and Customer Success Manager, they were up to 610 reviews. That’s 610 reviews they can use to gain unique insights from their customers.


Test Stripz 2019

TestStripz implemented a TrustBox on the bottom of their homepage to display their excellent TrustScore.

When TestStripz, a diabetic test strips retailer, first partnered with Trustpilot, they didn’t have any reviews on their Trustpilot page, so the only way to go was up! Within their first couple of weeks working with their Customer Success Manager and Implementation Manager, they collected over 500 reviews and earned themselves a TrustScore of 9.1. That’s five green stars they’re now showing off on their website with a TrustBox.

Your success is our success. As soon as you sign up, your Trustpilot team won’t be satisfied until you’re hearing your customers’ stories and using that feedback to better their experiences.

To learn more about Trustpilot can help you succeed with reviews, request a demo below.


Getting started with Trustpilot: from sign up to success 

trustpilot valentine's day campaign

### A 5-star service with a pop of love from Walls and Floors UK’s customer:

wallsandfloors

### These reviews from Oven Clean’s customers really heated 🔥 up the competition!


ovenclean reviews

### Love was in the air for Affinity For Business’s employees as they shared the Trustpilot love at a party to celebrate their awesome TrustScore!

Affinity for Business social post mentioning Trustpilot

affinity review

### A whole-hearted review from one of Homescapes UK’s customer ❤️🏠:

home escapes review

### A review for eCars247 that sped into our hearts 🚗💨:

ecars247 review

### And last, but certainly not least, a review slideshow that showed Secret Sales’s customers were not so secret about sharing their love:

secret sales review

A massive thank you to all of the businesses who took part in the campaign and shared the Trustpilot love! We truly LOVED seeing all these on your social channels. 

Although we received lots of great feedback, these were the ones that stuck in our hearts. 

Until next time…


#ShareTheTrustpilotLove Campaign

12 days of Trustpilot Christmas

### This holiday season, what’s most important to your customers? 



day 1 of Trustpilot

The winner of the first day of Trustpilot is [bOnline](https://www.bonline.com/), one of the UK’s fastest growing B2B providers, offering a full range of business-grade IT infrastructure products and low-cost cloud services. With their amazing customer service, bOnline achieved an amazing 9.1/10 TrustScore from over 2,000 reviews! 

We just couldn’t resist their adorable answer (and don’t even get my started on the gif!) 

### We want to hear your best Grinch story, where you turned a negative review into a positive one.


day 2 of Trustpilot

[Miles Car Rental](https://milescarrental.com/) is a US-based car rental company that takes pride in its trustworthy service and incredible rates. Over 1,600 customers rated them 9.1/10 on Trustpilot! So when asked to share their best Grinch story, they obviously delivered. 

We love a happy ending. And Robert Downey Jr too!

### On the 3rd day of #12DaysofTrustpilot, we’re focusing on the 🎁 of giving back. At Trustpilot, we provide items to those in need. What do you do to give back?

day 3 of Trustpilot

[WHYPAY?](https://whypay.net/about/) Is operated by Call Collecting Limited, a leading innovator in the telecoms sector. Since 2007, they’ve been looking forward to provide excellent communication services at low - and sometimes zero - cost to their users. This is clearly reflected in the 9.6/10 TrustScore they’ve achieved so far on Trustpilot!

The business also supports Wonderful Organisation, who allows to create charity fundraising pages and guarantees that 100% of donations reach the fundraisers. 

What’s not to like?

### Which reviews of your company are getting your team into the holiday spirit ✨? 


day 4 of Trustpilot

[Meetoo](https://www.meetoo.com/) is a real-time polling and moderated discussion platform for the workplace and the classroom. Meetoo believes that live engagement technologies can transform the learning experience and meeting outcomes what people imagine is possible. 

For that reason, the business focuses on keeping its customers happy and stress-free, including Gary. We loved the review Meetoo shared with us. 

### Is your company doing any special holiday ads? If so, we want to see it!


Day 5 of Trustpilot

[Viajemos.com](https://www.viajemos.com/) is a car rental company that takes pride in its customer service and incredible Trustpilot rating - over 1,900 customers rated them 9.3/10 on Trustpilot! The business leverages its amazing customer feedback on their ads, too. 

This 5-star company wins the 5th day of Christmas!

### We want to know who’s your buddy the elf of the office? Ours is always helpful, cheerful, and loves Trustpilot of course!


Day 6 of Trustpilot

[Direct Blinds](https://www.directblinds.co.uk/) specialises in made to measure blinds. Thanks to their amazing user experience and customer service, they collected over 20,000 reviews and achieved a 9.4/10 TrustScore. 

And with 93% of ‘great’ and ‘excellent’ reviews, we believe Emma The Elf and the rest of the team have deserved those festive sweets!

### We’re decking the halls in our offices! How are you decorating your office this holiday season?


Day 7 of Trustpilot

[Fire Pits Direct](https://www.firepitsdirect.com/) wins the 7th Day of Christmas with its imaginative holiday decor. The team has decades of experience and constantly works hard to ensure customers are happy! So this year, they displayed their customers’ feedback in their showroom.

We think it’s a tree-mendous idea!

### We want to hear you sing your reviews to the tune of a Christmas carol 🎶🎄

On the 8th day of Christmas, we received so many entries that it made it almost impossible for us to choose a winner. So we picked two. 

We strongly encourage you to go listen to their songs...


Day 8 of Trustpilot no1

Direct Blind’s enchanting Christmas carol!

Day 8 of Trustpilot no2

### Submit your favorite holiday review using our image generator. GO!

Day 9 of Trustpilot

Viajemos wins the 9th day of Christmas thanks to their festive spirit! If you’d like to find out how to use our Trustpilot image generator to share your favourite reviews online, [head to our support site](https://support.trustpilot.com/hc/en-us/articles/115010415047-Style-review-content-with-images-and-share-it-on-social-media)!

### We’re making a list, and checking it twice! Which customer is on your nice list this year?


Day 10 of Trustpilot

Miles Car Rental picked Spanish travel blogger “[Mil y un viajes](https://www.instagram.com/milyunviajesporelmundo/)” to be on their nice list this year after she tweeted and tagged the company on her account:
 
“What about next time you go to Paris, you just rent a car and take the chance to know new wonderful places, many just as beautiful as the capital city? A lot of secluded locations near Paris are well worth a visit. @Viajemos_com”

### Happy Holidays from our team to yours! Submit your holiday card here.


Day 11 of Trustpilot

Oh deer! Where should we start? We absolutely love [The Daisy Group](https://daisygroup.com/)’s holiday card. 

Thank you for sharing it with us, and Merry Christ-moose to you too!

### Tis the season of giving! What are you giving back to your customers this season?

At Trustpilot, we’re not elfish. We love giving back to our customers. 

That’s why we believe that Viajemos deserve to win the 12th and last day of Trustpilot. This year, to thank their customers, the company’s giving away free insurance to all passengers!


day 12 of Trustpilot

And it’s a wrap for 2018! We hope you enjoyed hearing from us and reading our content this year. 

A massive thank you to all of the businesses who took part in the competition and shared their stories with us!

Happy holidays/merry Christmas and happy New Year to all our readers and customers,

*The Trustpilot Team*


12 days of Trustpilot

Trustpilot celebrates 50 million reviews

So to mark this milestone, we got all of our employees to film themselves celebrating (so you can finally get a glimpse into the people behind the stars!)


Milestones can be arbitrary, but 50 million is a lot of reviews! That’s one every 6 seconds for the last ten years, so we thought this was a good enough excuse to celebrate properly. 

We all thought about it thoroughly… 

Should we do 50,000,000 shots? Eat 50,000,000 cupcakes? Blow out 50,000,000 candles? 

But the more we talked, the less all of this made sense. 

Why, I hear you ask?

Well, because those 50,000,000 reviews aren’t about us. They’re about you. Anyone who’s ever shopped online and left a review on Trustpilot has contributed to this success, and we wanted you to be able to celebrate with us.

You see, we like to think of ourselves as a global and open community, and we want everyone to feel like they can be a part of it… So we asked all of our customers to share the best reviews they’d ever received on Trustpilot, using #Trustpilot50million on social channels.

Our celebratory campaign reached over 275,000 people. And we received *a lot* of reviews. When going through them with the rest of the team, we came across some really funny, really creepy, and really cheesy ones, so we picked some of our favourite ones for the world to read…

Are you ready? Here are our 7 winners…

### Most Pawsitively Awesome Review 🐾

[Trophy Pet Foods](http://trophypetfoods.co.uk/) is an established pet food delivery service. They deliver British-made premium pet foods that are ethically approved. With their positively pawesome customer success, Trophy Pet Foods has achieved an amazing 9.8/10 TrustScore. As part of our #Trustpilot50million social media campaign, they decided to share their favourite Trustpilot customer review with their 430+ Twitter followers!

__Why we loved it__

We don’t know about you, but at Trustpilot, we furmly believe every pet should have a knight in shining armour.


Trophy pets food trustpilot review

### This Review Isn’t Kitten Around 🐱

[Home & Roost](https://homeandroost.co.uk/) has got you and your furry friends covered! The business sells some of the best products on the market, at the right price. On top of that, they’ve made great customer service a real meowssion of theirs, and believe that customer reviews is the only way to trust a company you’ve never used before. So far, they’ve collected over 1,000 reviews with Trustpilot, and pride themselves on their amazing 9.4/10 TrustScore. They shared this adorable review with their 733 followers on Facebook.

__Why we loved it__

We purrsonally loved the fact that the reviewer wrote this in both of their pets’ names! 

Home and Roost trustpilot review

### Most likely to make you a language superlearner 😎

[Rosetta Stone](http://rosettastone.com/) is a language learning company. For the past 25 years, the company has helped millions of people learn to speak fluently, and this is clearly reflected in the 1,700+ reviews they’ve collected over the years. They’re so good, they’ll turn you into a polyglot in a matter of weeks! Don’t just take our word for it, just check out their Twitter post!

__Why we loved it__

This review is so relatable! Next up: Japanese?


Example of Trustpilot social proof on a Rosetta Stone social post

Rosetta Stone trustpilot review

### Most Likely To Make You Fall In Love 💕

[MOO](https://www.moo.com/us/) is an award-winning printing company that promises to deliver such great customer experience you’ll be over the MOOn. Their excellent 9.6/10 TrustScore and 9,000+ online reviews probably made it harder for them to pick their favourite … but love always wins. They shared this one with their Facebook audience, which reaches over 800,000 people!

__Why we loved it__

Who doesn’t love a bit of romance? This review put us in a good MOOd, and we’d definitely go on a second date with them.


Moo trustpilot reviews

### Most Likely To Be Written By A Game Of Thrones Character 🔪

[Rebel.com](http://rebel.com/) provides domain names, web hosting solutions, site builders, and all the tools and resources needed to build and grow ideas online. So if like us, or Jon Snow, you know nothing about any of the above, let their incredible 9/10 TrustScore and 170+ reviews speak for themselves. Rebel.com shared their favourite review with us, and we just had to pick it.

__Why we loved it__

We’re big Game of Thrones fans, you see.


Rebel trustpilot review

### Best Rear-End Review 💩

[Tails.com](https://tails.com/) is a team of vets, nutritionists and engineers that have developed crazy ways for dog owners to creature unique recipes for their furry friends. It didn’t take long before tails all over the country started wagging over the taste of tails.com recipes. Today, they have an incredible 9.6/10 TrustScore from over 12,300 reviews! To celebrate with us, they shared their favourite review with their 104,000 social media followers, and as they said “nothing raises a smile like a thorough description of a dog’s back end performance”.

__Why we loved it__

This one made us laugh. We hope you like it poo - sorry, too.

Tails.com Trustpilot social proof shown on an ad

Tails.com trustpilot review

### The Next William Shakespeare 📖

[Savile Row](https://savilerowco.com/) is a complete one-stop shop for men’s formal shirts, casual shirts, tailored suits, silk ties and more. They take pride in creating great quality clothing, and providing excellent customer service. So if you fancy a James Bond suit, or if you think you’ve got what it takes to join Kingsman, you could be Savile Row’s next reviewer! So far, the prestigious company has collected almost 1,000 customer stories, and the one they’ve chosen is pretty special.

__Why we loved it__

This is probably the most poetic online review we’ve ever read! The model isn’t bad looking either.


Savile Row Trustpilot review

*And it’s a wrap! *

We hope you enjoyed our winners’ reviews as much as we did. 

We’d like to say a massive thank you to all of the businesses who rely on us to help them make the world a better place. 

And 50 million times thank you to all of the customers who take the time to share their experiences on Trustpilot, and help companies to continuously improve and innovate.

We wouldn’t be where we are today if it wasn’t for all of you.

*The Trustpilot Team*

Trustpilot celebrates 50 million reviews!

trustpilot new brand values

Trustpilot logo on primary blue background

Brand Video

Towards the end of last year, Trustpilot turned ten. I’m proud that during this first decade, we built a leading online review platform.

In doing so, we helped millions of consumers make better choices. And we helped hundreds of thousands of companies build more trusted brands, get closer to their customers, and accelerate their business.  

But the world doesn’t stand still.  

So for the past six months we’ve spoken to thousands of companies and consumers to identify how to best reflect the times we live in today and tomorrow.  


Trustpilot new logo

The new Trustpilot brand we’ve launched today builds on everything we’ve achieved in our first decade and everything we’ve discovered during this exploration.
 
I believe these changes stand us apart from every other review company today.  

## Insight
 
We have learned and discovered that:
 
- We now live in a ‘Customer Era’ where consumer expectations, choice, and empowerment are unlike anything the world has seen.  

- While most companies haven’t yet fully understood this change, the most progressive companies have.
  
- They’re tapping into consumers’ desire to shape and improve their world by openly collaborating with consumers on Trustpilot (and elsewhere). As a result, these companies are innovating and improving faster than their peers.
  
- At the same time, Trust in digital platforms (including social media and reviews sites) has fallen dramatically as the extent to which they can be manipulated to obfuscate the truth has hit mass consciousness.  The ‘fake news’ meme and Facebook’s well documented troubles relating to Cambridge Analytica were the straws that broke the camel’s back, pushing the issue onto every front page worldwide.  But the issue has been brewing for a long time.  This year alone, for example, trust in digital platforms fell in 21 of the 28 countries polled annually in Edelman’s annual Trust Index.
  
- When consumers discover that most review sites aren’t totally independent or transparent - for example, by allowing companies to edit, hide, or delete some consumer reviews - trust can be destroyed in a flash.
 
- Moreover, consumers increasingly feel frustrated, even cheated, when reviews are used as one way marketing collateral rather than a two way conversation.
 
Our new brand reflects these changes. More than just a rating, Trustpilot stars should signify to the world that a company has nothing to hide, loves their customers, and wants to keep improving their service experience by tapping into consumers’ genuine desire to shape and improve things.
 
And this is only possible on a transparent and independent review platform like ours that’s open to all.  

## New Mission & Brand Identity


trustpilot logos

animated star

Based on these insights and a lot of hard work and creativity, we built a  new brand mission, creative identity, and key attributes. 

### Mission
 
- Our new mission is __‘to bring companies and consumers together to create ever-improving experiences for everyone’__.  We do this by ensuring openness and collaboration are at the core of our platform and everything we do. 
 
### Brand identity
 
- Our new logo is a green star with a three dimensional green arrow that points to the future. Companies consistently told us they love its simplicity and timeless beauty and that it better represents the unique power of our platform than our old tick mark logo.  
 
- We simplified how we write our name.  We’ve made it less ‘shouty’ (it’s now lowercase) while maintaining its authority.  
  
- We use photography and storytelling liberally because behind every review is a real human experience.


letsupgradetheworld

### TrustBoxes (our widgets)
 
We’ve kept our TrustBoxes (aka widgets) largely the same to make any transition easy for customers. For others still considering Trustpilot, you can be assured that we’ve updated our TrustBoxes with our new logo, providing the credibility and power we believe is reflected through our new brand identity and stars.


trustbox giphy final

- We’ve changed the logo and word mark as described above, updated our rating system stars to the same design as the new logo (so they’re instantly recognisable) and made the green background fresher and brighter.
  
- Companies and consumers have consistently told us the new TrustBoxes look more modern, work as powerfully as ever, and look at home on nearly every website and marketing execution.

## What’s next
 Over the coming  weeks and months we’ll tell you more about a series of further changes we’ll be implementing to make our platform even more transparent.  And we’ll share new tools that help companies and consumers collaborate even better.  
 
I believe these changes build on our past and set the consumers and companies who rely on us  up for a brighter,  better and more collaborative future. 

Sparked your interest? Learn more [about Trustpilot here](https://business.trustpilot.com/plans?cta=plans-page_blog)!


Ever improving experiences and the new era of trust: Introducing Trustpilot’s new brand

utilizing your trustpilot profile

Now that the prospect has landed on your profile page, what company info can you use to convert her?

1) Make sure your profile page describes, in a clear and compelling way, what your business does. Why are you a good fit? Why should someone choose you? Speak to your demographic. Proven Data Recovery not only provides their company’s mission, and a description of their business, but also shares the logos of all their top satisfied clients - a compelling argument to visit their website and learn more.

Satisfied Clients

2) Running a big promotion? Maybe that tantalizing discount will be the factor that tips the consumer in your favor, and pushes them to convert after visiting your Trustpilot profile. Flight service [iFlyBusiness](https://www.trustpilot.com/review/iflybusiness.com) provides a discount as an incentive to visit their website (and convert!)

iFlyBusiness

3) Include a clear call to action or two, as [DoItYourselfLettering](https://www.trustpilot.com/review/doityourselflettering.com) did (below), giving customers a link to “Design Online Now” or “Request a Quote.” You can connect potential consumers directly to a point of conversion right from your Trustpilot profile page, while flanked by positive reviews from previous customers.

Adhesive Vinyl Lettering

4) Want to make your customers feel safe and secure, and demonstrate you value their trust? Share your guarantee. [Bolt Depot](https://www.trustpilot.com/review/www.boltdepot.com) reassures customers with four commitments to service (as shown on their profile page). You can imagine why their customers feel especially comfortable placing their order.

Bolt Depot Customer Service

5) While you’re encouraging faith in your business, why not share your company’s mission? Use your Trustpilot profile page to demonstrate what your company’s about, and create a personal connection with potential customers. [The Futon Shop](https://www.trustpilot.com/review/www.thefutonshop.com) shares the founder’s mission, displaying the company’s commitment to providing an organic and natural product:

About this company

6) You can also connect to your social media pages – encouraging potential customers to see another cultivated area of your brand. If a customer is interested in learning more about your company, but isn’t ready to convert quite yet, they can start following your brand on social media. Social media is an excellent way to bridge the gap between interest and conversion. [InMyArea](https://www.trustpilot.com/review/inmyarea.com) connected to their Facebook page, and around 7,700 of their biggest fans:

InMyArea

7) At the most basic level, your Trustpilot profile page can provide all the information necessary for a potential customer - such as how to contact you, how to find your site, and who you are. Visit the [CreditCards.com](https://www.trustpilot.com/review/www.creditcards.com) Trustpilot profile page, and if you want to become their customer, have a single question about their business, or want to hear about other customers’ experiences, you’re set.

CreditCards

Of course, the number one tool to convert customers is your recent collection of reviews! However, you can always strengthen your Trustpilot profile page by personalizing it to maximize your Trustpilot partnership as a tool for conversion.

Ways to utilize your business profile page on Trustpilot

marketing+week+live+trustpilot+2018

During this two-day event, you will have the chance to immerse yourself in an interactive exhibition floor, a curated expert content programme, and a variety of networking opportunities.

On the Trustpilot stand, you’ll learn all about how customer feedback can bring more quality visitors to your site, turn traffic into revenue, boost conversions, and grow your online reputation.

The event is free to register - so why not take the opportunity to come see us, and check out all things marketing for 2018 and beyond while your at it?

You’ll find the Trustpilot team on STAND NUMBER MC70.

[Check out last year’s post!](http://blog.trustpilot.com/blog/three-key-takeaways-from-marketing-week-live-2017?rq=mwl)

### __[REGISTER NOW](http://www.marketingweeklive.co.uk/visit/register)__

We hope to see you there but if you can’t make it, stay tuned! We’ll be writing a post-event blog soon...

Trustpilot at Marketing Week Live 2018

Trustpilot difference account manager and customer success manager

With last year’s ROI Technology Award for our Zendesk implementation, courtesy of our Support Team, we’ve demonstrated quite the dedication to our customers and it has paid off. But don’t take our word for it, hear it straight from our customers.

____________

__Update:__ We just learned that our customer success team has won 1st place at the Customer Success Summit 2017, produced by Totango, in the Customer Success Team Hero award category. Measured on customer testimonials, retention rate, team complexity, and the victory is a testament to our company-wide philosophy that places customers first, above anything else.

____________

After acquiring a new technology, companies often assign you an ‘Account Manager’ who are often driven by one straightforward motivation: to keep you as a paying customer. When working with Account Managers you should ask yourself ‘is this person here to help me achieve maximum success for my business or just to make sure I renew my contract every year?’ Unless you reach out to them, you’re likely to only hear from them come renewal time.


## Why a customer success manager is better for your company

__A customer success manager is always there__

An account manager is, for the most part, a billing contact, tasked to complete a renewal transaction. If there’s hesitation, the account manager will likely escalate the potential issue, bringing you to a separate department focused on resolving any potential issues. On the other hand, a CSM is available year-round and provides hands-on support whenever you run into issues and when you have general questions or want to improve or optimize any tools or processes.

__A customer success manager keeps you updated__

An account manager has limited knowledge of your industry and use case with a new technology. This limits their ability to provide specialized support. A CSM, however, is incentivized by your success and will inform you of new features, assets, updates, or even industry changes that may impact the way you work with your technology.

__A customer success manager is proactive__

An account manager is reactive and only provides support whenever you ask for it, which poses a problem if you there are any issues you’re not aware of. On the other hand, a CSM provides a proactive approach to your relationship, anticipating potential issues or providing unprompted support simply to improve your experience and further your success.

__A customer success manager has resources and availability__

Account managers usually have little pull or power in their department. While they can route you or provide the contact information for the correct person that can help you with a potential issue, it’s hard for an account manager to personally see to an issue’s resolution. This becomes a problem as you’re forced to re-communicate problems to multiple parties, sapping productivity. But a CSM is equipped with the resources and personnel to resolve any issues and is usually the sole point-of-contact, personally dedicated to resolving your issues.

__A customer success manager is invested in your success__

Account managers, due to lack of resources and differences in priorities, have client renewals as their sole marker of success. CSMs, on the other hand, are named as such because their measure of success is directly tied to yours. Your customer success manager is incentivized to [facilitate benefits such as ROI](https://us.business.trustpilot.com/reviews/5-landing-page-best-practices) and increased productivity to positively impact your business.

As you can see, the difference between an account manager and a CSM is huge when considering the benefits a customer success manager can bring to your company. This is why we have dedicated Customer Success Managers for every Trustpilot customer. CSMs lead a small, dedicated three-person team to provide proactive support, guiding customers to continued success throughout the entire relationship.

## How Trustpilot uses customer success managers to maximize their customers’ benefits

Our CSMs provide hands-on assistance, year-round, to set up our partners for success. That’s why as soon as you sign up with Trustpilot, you’ll be assigned your own personal Customer Success Manager. They will:

__Provide comprehensive knowledge__

In an industry that’s continually being disrupted, your CSM will keep you updated on any changes to make sure you’re kept up.

Has the Google Ads layout changed? Your CSM will leave you a voicemail about it. Newly released Hootsuite integration? You’ll have an email in your inbox from your CSM. Have some feedback on the product? Your CSM will gladly talk one-on-one with our product managers to recommend implementation and updates, based on your reviews of our solution. Our product constantly evolves, just as you and your business does. We keep that in mind as we work to help you succeed.

__Be an expert consultant__

CSMs act as your advisor, working with you from your first day with us to explain how your business can best utilize Trustpilot and address any pain points. The CSM will then work closely with you and within their department to provide solutions that will work optimally for your specific needs.

If your business doesn’t have Google Ads, but you’re working on a new billboard campaign - your CSM will help you with that. If you’re concerned about handling negative reviews publicly and want to take the responses offline, your CSM can guide you through that. When you hit your first review milestone, they will proactively reach out with congratulations and share helpful links so you can boost your accomplishment across your digital channels.

The biggest benefit of working with our expert CSMs is that our goals are the same as yours: to produce the highest possible ROI for your business.

__Offer proactive, personal care__

Your journey with Trustpilot will be facilitated by a team of success-driven individuals. In addition to having a CSM, you’ll also have a dedicated Integration Manager, who will help with the initiation of your account, and a Support teammate prepared to help with any technical challenges.

This three-person team is working for you [to make sure you are successful with Trustpilot](https://us.business.trustpilot.com/reviews/6-ways-dashlane-realized-roi-from-reviews), and that you continue, on a monthly basis, to see ROI.

An Account Manager might help you shave off a few dollars at renewal time, but your CSM will generate more revenue over the lifetime of the contract. We know that our most successful partners are guided throughout their relationship with Trustpilot, automating review collection, sharing reviews on-site, and integrating their reviews throughout their marketing channels. 


Inside Trustpilot