Client: Multiple Brands in the Matchmaking Industry

Creation of Systems to Capture Video and Photo Client Testimonials
As the strategist and implementation lead, I created a complete testimonial capture system designed to transform client success stories into a consistent source of marketing content. The challenge was not the quality of the client experience. Our Matchmakers had incredible stories to tell, but when I started they only captured reviews and “Happy Hold Letters.” There were nearly zero photo or video client testimonial assets. The challenge was creating a repeatable process to capture those stories at scale and convince staff to put in the extra effort required to collect these valuable marketing assets.

This project focused on building the systems, workflows, and automation needed to increase testimonial volume while making the process simple for both clients and internal teams.

Strategy & Approach:

The previous testimonial process relied heavily on manual effort and inconsistent follow-up, which limited the number of client stories available for marketing. To solve this, I designed an automation-first approach that moved testimonials from an occasional request into a structured part of the client journey.

The goal was to make sharing a success story feel natural and effortless. By creating clear staff workflows, automated communication, and strategic incentives, the system encouraged more clients to participate while reducing the administrative burden on the team.

Instead of chasing testimonials after the fact, we built a process that identified the right moments to capture client experiences and created a consistent path from happy client to finished video testimonial.

System Design & Implementation:

The new testimonial system was built around four key components:

Automated Follow-Up Campaigns

Created email automation that helped prompt clients at the right time and guide them through the testimonial process.

Internal Team Workflows

Developed repeatable processes that gave staff clear steps for identifying testimonial opportunities, coordinating outreach, and moving clients through completion.

Client Participation Strategy

Implemented incentives and a smoother experience to encourage more clients to share their stories through video interviews.

Digital Asset Management System

As the volume of photo and video content grew, I built a searchable Digital Asset Management (DAM) system in Airtable to organize and manage original marketing assets. This created a centralized library where the marketing team could quickly search, filter, and access authentic client imagery and testimonial content for campaigns, social media, and brand storytelling.

The result was a system designed for consistency, not one-off success. Each component worked together to create a sustainable pipeline of authentic client content and a structured way to manage those assets as the library expanded.

Marketing Impact:

The new testimonial system expanded our brands’ ability to showcase real client experiences across multiple marketing channels.

Key improvements include:

• A significant increase in available video testimonials
• More authentic content for social media and brand storytelling
• Higher client participation through a simpler, more intentional process
• A repeatable system that continues generating marketing assets over time
• A searchable asset library that made growing amounts of photo and video content easy to manage
• Video testimonials became more than social proof. They became a valuable storytelling tool that allowed prospective clients to see the real outcomes and emotional impact of the matchmaking experience.

Impact:

By creating an automated testimonial capture system, our brands gained a scalable way to collect, organize, and leverage client stories. The project transformed testimonials from an unpredictable marketing asset into an intentional part of the customer journey.

The final result was a stronger library of authentic video and photo content, a more efficient internal process, and a complete content infrastructure that supports ongoing brand growth through the voices of satisfied clients.