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6 ways to turn loyal customers into brand ambassadors
When you start a business, you never really think of how much you'll have to spend on advertising. You'll quickly realize how much it cost to advertise your company if you want to be competitive, and it could break your company before you begin to see any progress. A great way to get the word out about your company is to have your loyal customers become brand ambassadors and talk about your products. They will basically turn into your "word of mouth" marketing team, which will be extremely powerful in the long run.
Not everyone will be doing this for you, it will likely only be the ones who really love your products or services. They love it so much that they willingly share your pages with their friends and family multiple times a month so you can get a little more traffic. You'll need to acknowledge their existence and let them know how you appreciate their help.
It's a pretty big thing to do since you can't always work with every potential client one on one. What you'll have to do is set up a sort of strategy to talk with them, and that's where your brand ambassadors come in. In this discussion I'll be going over 6 ways you can turn loyal customers into brand ambassadors
Make it so you customers can easily contact you
If you're looking for brand ambassadors, you'll need to mold them, and keeping your communication lines easy to find will make it so the people who are interested in your company can contact you fairly easy. You will need to make it noticeable what you're doing with your business and watch who is commenting frequently and saying more than "Nice Post!". If you constantly get news about your business in front of them, they will always be thinking about you, which will bring out the natural ambassadors for you to choose from.
You'll need to act like a real person, not a robot who pushes canned responses to their audience when they ask a question. You need to keep a conversation going with your customers, if you can't do this, you won't see your sales spiking and your ambassadors won't want to work with you. You'll need to learn the names of your potential ambassadors to show them you're paying attention and you're interested in what they have to say. Whenever I'm talking with a client, I will always write down their name and save their phone numbers just in case they call back a second time. If they do call back, I pick up the phone and simply say "Hey Steve! How can I help you today?" and most of the time they are caught off guard because they thought I wouldn't remember them Simple things like this will make people turn into loyal clients because they see you as a real person, and not a script reader in a different country lol.
One of the main things you need to focus on, when it comes to customer service, is your response times. You can't let a ticket sit for a day or two, you need to respond as quick as possible. I like using ticket systems that come with a mobile app so I can answer anything through my phone no matter where I'm at. I will get a notification of a new ticket and I will answer almost immediately, unless I'm driving or doing something that needs my attention You may not have all the answers since you're on your phone, so let them know that. Tell them you're resounding to their ticket through your phone and you can answer their questions in more detail when you get back behind your desk where all of your information is. They will know that you're just a human and you can't memorize everything, and they will like it that you simply replied to let them know you saw they contacted you
Give Away Awards
You won't be able to give away awards to just anyone, you will have to keep these for select clients, usually the ones who have been loyal to you for a long time and haven't been problem clients. You can offer a vast amount of things as an award such as a free month of service, a gift card to a business of their choice, a prepaid debit card (basically a gift card), and many other things.
You need to always go the extra mile with your clients
If you aren't already going the extra mile for your clients, you need to start doing it. This doesn't mean you have to give them 28 free services if they just bought one thing from you, but you can over deliver that one thing and they will be happy Going the extra mile for a client could be a ton of things, but it's usually finishing what you were hired for and also doing something else the client would likely need and not charging them for it.
If you're selling a physical product, you can always put a hand written note in there saying anything you want, as long as it's positive. The client will love this because you went out of your way to write something to them.
Listen to them if they complain
Not everything will be sunshine and rainbows, you will likely have some clients complaining about your services or products. This is where you need to go into overdrive and that doesn't mean you have to get defensive. What great business owners will do is treat the complainers like loyal clients and they will help out however they can. You can send them a new product, re-do the service they think you messed up or simply fix what they think is wrong. Pay more attention to these clients because they're the ones who will likely post negative reviews even if you don't deserve one. On the other hand, these people are also the ones who will likely share your website after you fix their problem
If you're talking to someone and they get sidetracked and start talking about the weather, you can relate to them all of the time because you have weather too lol You can always ask them if they have plans for the weekend, and if they talk about anything you know information about you can pick up a conversation with them. Actually, you don't even need to know anything about their plans, you can just say something like "I've always wanted to (go there/try that/buy that)". You need to remember that your customers are coming to your website because they like something about it, if they can carry on a conversation with you, they will likely stick around for a long time
Have the best customer service possible
I touched on this early on, but it deserves it's own section because of how important it is. You need to always be responding to your clients even if they're mad at you. Not responding to them will just make it seem like you don't care and you'd rather focus on something else other than them. If they see new content going up on your website, and you're not responding to them, they will likely leave your website and never come back.
Keep your customers coming back by providing top notch support.
You can turn a lot of your loyal clients into brand ambassadors by simply running a good company and treating them like people and not paychecks. Don't automate your responses or uses responses that sound like they're pre-typed. Sure, you can type out all of your common responses and save them for when you get the same questions over and over again, but you'll want to customize them each time you send them out. You will need to change the names and little things within the responses so everyone feels special that you wrote out these long responses to their little question lol. Respond quickly while treating them like a freind and you will notice them coming back more and more and also bring friends back to see your pages
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