043: The Secrets to Driving Consistent Customer Reviews with Lachlan Fea

In this episode of The Remarkable Project Jay speaks with the CEO and Co-Founder of customer review enhancement platform Cloutly, Lachlan Fea, about why having a balance between negative and positive feedback is actually a good thing, how not-so-great reviews are key to driving amazing ones, and the importance of customer-friendliness when it comes to owning your online review process. 

A technical marketer by trade, Lachlan Fea is the CEO and Co-Founder of Cloutly, a venture-backed reputation management platform on a mission to humanise the way businesses drive reviews and build trust with their customers.

He’s always been passionate about bringing teams of brilliant people together and letting them do their thing. So, when Cloutly took on a life of its own in late 2019, having started out as an internal tool of his digital marketing agency which delivered repeated success stories, he saw an opportunity to make that passion a reality.

Born out of Australia’s Gold Coast, the company has recently scored half-a-million dollars in funding to turbocharge efforts to help small businesses bolster their reputations by streamlining and centralising control over the review process.

Three Remarkable Quotes

"If you’re between a 4.3 and a 4.9-star rating, that’s more trustworthy than a perfect five."

"There’s a disconnect and a detachment between the commercial objectives of companies and their customer experience."

"You have to really understand what aspect of your experience creates the biggest impact for that customer and, more importantly, when!"

Connect with Lachlan

Find him on Linkedin

Hear what he’s got to say on Twitter

For more on what they do and why, check out the Cloutly website