Are you generating new business from existing customers? Customer advocates are the heart of any successful, growing business because they help send you referral leads – for free. <\/b><\/p>\n
Referrals are warm leads that convert better than leads using other marketing initiatives. Creating customer advocates and harnessing their passion to drive more referrals is a key component to all successful, growing businesses.<\/p>\n
According to a study by Wharton School of Business, 83 percent of satisfied customers are willing to refer products and services. But, only 29 percent actually do. <\/b>So, let\u2019s amp up that 29 percent and create some real growth from customers who share passion about the products and services you provide! <\/span><\/p>\n Why is customer advocacy so important?<\/b><\/p>\n It\u2019s easy to understand why creating customer advocates is important in driving success. Here are four ways you can turn passionate customers\u00a0into advocates.<\/p>\n 1. Build stronger customer relationships<\/b><\/p>\n Building relationships is important in showing that you value your customers\u2019 business. Stronger relationships increase trust between you and your potential customer advocate.<\/p>\n When it comes to referrals, your customer\u2019s reputation is on the line. If someone recommends your products and\/or services, and you don\u2019t deliver, guess who loses? Yes, you might take a hit, but more importantly, your customer will have their reputation damaged. Through stronger customer relationships, you can build trust with customers and earn their referral.<\/p>\n 2. Use customer satisfaction surveys to identify potential advocates<\/b><\/p>\n Identifying potential customer advocates is a challenge. Customer satisfaction surveys can serve as a tool to identify advocates.<\/p>\n As discussed in previous newsletters, these surveys give you the opportunity to ask customers what they really think of your service. To determine if a customer is a potential advocate, ask this question in your survey:<\/p>\n How likely would you be to recommend us to your friends or colleagues?<\/p>\n If someone would \u2018go out of their way to recommend your services<\/i>\u2019, you could assume they were very satisfied with your service or product. Leverage this insight to reach out to specific customers and identify potential advocates.<\/p>\n 3. \u2018WOW\u2019 your customers by focusing on the experience<\/b><\/p>\n Zappos CEO Tony Hsieh demonstrates this best when he says, \u201cWe really don\u2019t think that customer service is an expense that you should try to minimize, it\u2019s really an investment in your brand. The telephone is one of the best branding devices out there. If you wow [customers] during that interaction, that\u2019s something they\u2019re going to remember for a very long time and tell their friends about.\u201d<\/p>\n Creating an experience that WOWs your customers is something money can\u2019t buy. People value service that goes above and beyond their expectations, and they tell others about those experiences. In order to WOW your customers, first think about what your customers expect from your product or service. Then, exceed those expectations. Think about some initiatives you can implement today that will make your customers say, \u201cWhoa, that was great.\u201d<\/p>\n 4. Don\u2019t be scared to just ask for referrals<\/b><\/p>\n Asking for a referral can be intimidating. Even with all the strategies in the world, some of you will still sit back and not identify your advocates and ask them for referrals.<\/p>\n Pick five loyal customers you feel might have some peers interested in your services. Next time you have a scheduled call or are delivering product, challenge yourself to simply ask for the referral.<\/p>\n Use this line if you\u2019re stuck for words:\u201cHey Bob, do you know anyone or any operations that would find our products or services valuable?\u201d\u00a0<\/i><\/p>\n Turning customers into advocates doesn\u2019t have to be hard. Studies show\u00a0that customers want to send you referrals but just don\u2019t know how. Your passion for this industry is contagious, and you have customers who want to help you grow your business. It is up to you to leverage that passion to create more opportunity!<\/p>\n","protected":false},"excerpt":{"rendered":"\n
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