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7FA SOP Example

Organic Acquisition

Organic — Review Generation Playbook

What

Section titled “What”

TODO — the system that turns happy customers into public reviews, automated where possible.

Who owns it

Section titled “Who owns it”

TODO — Account Manager, with Local SEO Lead reviewing.

Steps

Section titled “Steps”
  1. TODO — identify the post-service moment of peak satisfaction and trigger the review request there.
  2. TODO — send the request via SMS with a one-tap link to the Google review form.
  3. TODO — handle replies, route negative feedback to a private channel before it becomes a public review.

Definition of done

Section titled “Definition of done”

TODO — at least 8 new 5-star reviews per month, response rate above 30%, every review responded to within 48 hours.