Focus on the customer and they shall evangelize. Solve business pains, and empower all stakeholders.
Arrange to meet them in person and prove you are authentic.
Listen to them. Keep listening and asking questions until you deeply understand their needs.
Listen some more. You can't really do enough of this.
When you provide a solution, provide three really well thought-out options.
Execute, execute, execute - most important part. Under promise, over deliver.
Agree to a follow up / service schedule that is convenient for their specific situation - not your specific business model.
That's my two cents.
There are a few ways to do it, depending on your industry.
- become a trusted authority in the field, through blogging/ebooks/white papers. People tend to share more when they think you're an expert.
- hold contests/giveaways. People jump at the chance to get free stuff, especially if they only have to share a post or tweet for a chance to win.
- offer the best customer service possible. Make the customer feel special. People usually don't miss a chance to share a special experience they had or an example of exceptional customer service (just like they don't miss a chance to share a bad experience).
- get on their level... meaning, talk their talk. Know their lingo. Discuss the topics that matter to them. When people find someone who advocates the same things they care about, it increases their chances of sharing what you have to say or offer.
To turn customers into promoters you must provide excellent service. Go above and beyond what is expected of you. Make the customer feel that he/she needs your service now and in the future. Build a relationship with the customer beyond the task at hand.
Give them a product and a support service thats so remarkable i.e worth making a remark about- that they, according to Seth Godin [I Am ad-libbing here] they will drive across provinces and statelines just to get it. Check Seth out on TedTalks
Through great relationships you build trust and often the advocacy stems from this. Be confident about what you do and ask too!
Get to really know your customers beyond why they buy your product. Learn where you fit into the rest of their life. Here you will discover your next more memorable idea/promo/offer/story to tell ... that will be so surprisingly real and valuable that they will tell their friends.
after the customer is satisfied with your products and services, he would need a motive to promote your product and create a positive WOM... a win win strategy can be offered to motivate your client to refer his friends and family to buy your product.
"win win" is kind of a promotion you offer to your client if he was able to bring a new customer while the new customer get a discount/gift...etc. i would also like to stress on the fact that this kind of targeted campaign should be exclusive to your existing customers.. hope i added value
I believe there are several keys to building a long term relationship and happy customer database:
1. Outstanding product
2. Focus on the customers and keeping them happy
3. Develop relationships with the customer that make them feel part of the company/product
4. Thank them for their business, but make sure it is sincere. Hand written thank you's are always best.
5. Turn dissatisfied customers into advocates by doing the unexpected. Go a step beyond to make them happy even if you have to eat some profit at the time.
6. If they are unhappy, find out what think is a "fair solution" and then do it if at all possible. They will know you are serious about taking care of customers and will move mountains to keep them.
7. Be yourself, be genuine, be sincere, be honest. Losing the business graciously will win them over the next time. Sometimes losing the business is better than having an unhappy customer you can never satisfy.
8. The best time to get feedback on why you lost business is right after the decision. "For future reference I need to know how we can serve you better>, what did you find fit your needs better in the other product?, We are constantly trying to improve, do you have any recommendations?"
9. Always keep in touch to make sure they are happy with your product and service.
10. Make sure you and your staff are always positive and upbeat. Be curteous and polite even when they are being rude and yelling. Treating them with value will rub off on them even when they are angry. Thus to old sales saying, "Kill them with kindness."
11. Listen and solve the problem they perceive.
12. Always give them more than they are expecting. Better product, faster delivery, more support, more follow up, involvement in the development of future products, etc.
I advise my clients to do this in many ways. Here is one that is very effective.
- Use your iPhone and video a testimonial.
- Launch it on your You Tube channel with all of the keywords that apply.
- I also recommend getting it transcribed and have this on You Tube to pick up the keywords.
- Set up a testimonial page on your website and post the video.
- Post it on your Facebook fan page.
There are many other ways but this is an easy and very effective way to do this.