The best form of marketing is not always found in traditional advertising models. Sometimes it comes straight from your tried and true fans.
So when it comes time to take your business to the next level, consider establishing a brand ambassador program to transform your most satisfied customers into your most loyal word-of-mouth advocates. Not only will it ensure a stable stream of reliable business; it will also engage new customers along the way.
Here are six ways to turn your customers into advocates. You will no doubt find these tricks of the trade to be some of the most profitable decisions you make for your business.
Perfect Your Customer Service
The first step to establishing a successful ambassador program begins with good service. Consumers are much more likely to sing your company’s praises if your customer service exceeds their expectations.
This can be as simple as streamlining the sales process for them or being transparent about an unexpected delivery delay. It also requires in-depth knowledge about the product and an overall helpful attitude.
Proactive service not only earns customer loyalty; it also leads to organic word of mouth referrals. Once your clients share their overwhelmingly positive experiences with their friends and family, those friends and family members are more inclined to become clients as well. Consumers don't necessarily purchase a product because an advertisement told them to do so; they choose a product because someone else recommended it.
Personalize Everything
Once your customer service is perfected, it’s time to take it to the next level with more personalization.
Personalization is key to developing a trusting, more personal relationship with your clients. To do this, just treat them like a friend: Use their name when you communicate with them, send them a birthday or thank you card, and take note of their personal and professional milestones, be it an anniversary, the birth of a new baby, or a move to a new office space.
Another way to personalize your customers’ experience is by communicating with them on their preferred channel. Telephone, e-mail, text message, social media, in person and live chat options should all be available to them. This way, you can keep them informed while also signaling to them that their time and business are of value. They’ll feel like VIPs in no time.
Share Stories
One of the best ways to further build your advocacy base is to ask your most loyal customers for testimonials and feedback. This shows them that you care about their opinions and that they have a say in improving your brand for the better.
Ask them if you can share their stories on your website and social media pages. Better yet, encourage them to post comments and interact with your content on their own social media channels.
User-generated content is a free and fruitful way to spread brand awareness. It also helps you identify which customers have the best chance of becoming successful brand advocates.
Identify Advocates
When surveying your clients for feedback, don’t neglect to ask them if they are likely to recommend your business to their friends and family. This is a great way to identify potential advocates from your pool of customers.
Anyone who responds with a "very likely" should be enlisted as a brand ambassador and given responsibilities catered to their strengths. For instance, if they have a large social media following, employ them to increase brand awareness on their profiles or involve them in an upcoming launch campaign. Alternatively, if they are leaders in their local community, get them to invite their friends and peers to your next trade show or event.
Reward Loyalty
Create further ambassador buy-in by establishing loyalty and referral programs. Reward their loyalty with discounts, complementary products or exclusive access ahead of the general public.
Likewise, referral programs have the opportunity to satisfy current customers while also attracting new ones. For every referral they send your company, repay your brand advocate with additional discounts and free products. They’ll never go to another competitor again.
Brand ambassador programs are an infallible way to grow your business. In the end, if you invest in people, they will invest in you.
Publish Date: February 22, 2021 12:30 AM |
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