The only people that talked were the 5% who had a negative experience.

Affordable Dentures & Implants began using Podium to interact with patients through text messages.

“We were in the middle of modernizing the way that we were doing business,” Stearns said. “We hoped it would help us meet our investor expectations by getting some work done in the reputation area.”

Not only did the texting tool boost the company’s average online ratings from 3.4 to 4.4 within the first year, but it also exponentially increased their net promoter score data.

A net promoter score (NPS) measures customer loyalty and thereby predicts business growth; the more data points you have for an NPS, the more accurate it is. The year before Affordable Dentures & Implants started using Podium, they got 5,000 data points. A year after Podium, they got 60,000.

“Both the NPS experience and NPS product were data points that the financial community demanded,” Stearns said. “And so they were very pleasantly surprised once we were not only able to generate them, but maintain a pulse, a consistent puse.”

This success has only grown with time.

“Podium has delivered month after month, year after year, and led growth from the digital channel,” Stearns said.

By drilling down on one-to-one texting and encouraging reviews, Affordable Dentures & Implants can go into their next investor check-up with a confident smile.