When it comes to the best brand ambassadors for your business, you’ll be hard pressed to find better ones than your customers. Customers who speak highly of your business are generally happy to sing its praises to others, helping you grow your business and reputation. Here are four ways you can turn your customers into brand ambassadors.
1. Deliver the best customer experience possible.
It may seem obvious but the best way to turn your customers into brand ambassadors is to offer them the best experience possible. This requires you to:
- Provide high-quality service
- Deliver consistent service and support
- Listen to customer needs
- Address complaints
- Be authentic and honest in your exchanges
- Ensure the customer experience central to how you operate your business
For example, imagine a young couple looking for their wedding rings at a jeweller. The jeweller should take time to meet with the couple one-on-one to get a deeper insight into what the couple want and the personal style of the bride-to-be. This will allow the jeweller to make better recommendations and hopefully find the perfect rings for them.
An amazing customer experience will help turn these customers into brand ambassadors. They may also speak highly of the business every time they share the story of their wedding rings.
2. Reward referrals.
There’s no higher compliment than one of your existing customers referring you to a potential new one. It’s a gesture worthy of thanks and one that can be acknowledged by creating a referrals reward program.
For example, if you own a hairdressing salon, set up a referral discount for existing customers who refer their friends and family. Both parties can receive a small discount off their next appointment.
A gym can give their members a free week of membership, or perhaps a free personal training session for referring another customer. These offers can be promoted at the gym by word-of-mouth or via the gym’s Facebook page and electronic newsletters.
3. Seek out feedback.
Positive reviews will help grow and strengthen your business’s reputation. Reviews can be obtained through competitions and promotions or you can simply ask every customer to provide one at the point of transaction.
A menswear store can ask for reviews at point-of-sale, and can also offer customers $10 off their next purchase for leaving a reviews on their Facebook page. If you have an email contact for customers, send an email after a transaction asking for their feedback and include a link to either Facebook reviews, Google Reviews, Tripadvisor or other review platform.
Once you have a host of reviews, take the time to reach out to the people who have left the reviews. A personalised ‘thank you for your feedback’ is a cost efficient way to engage with your customers and ensure they’ll provide positive word of mouth referrals in the future.
NB: If you get negative reviews you need to acknowledge these too, not ignore or delete them. Thank the customer for their feedback, apologise and list the steps you intend to take to make sure their issue won’t happen again. If you want, you can offer some form of compensation, but ideally do this in a private conversation.
4. Ask for and share user-generated content.
User-generated content (UGC) is where customers create and share digital content related to your business on a social media platform. For example, a snap of your cafe’s brunch dish on Instagram is a great way to turn your customers into brand ambassadors.
Businesses can leverage this content by seeking it out and sharing it with their own social media followers. In the example above, the café owner can thank the customer for their image in the comment section, and repost it on their own Instagram page, crediting the customer. This creates a conversation with customers and shows them you appreciate their patronage.
Every customer has the potential to be a brand ambassador for your business. So ensure you give them the best service possible, appreciate that they are supporting your business, and acknowledge any praise they share.
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