Got a happy customer who is singing your praises? Then why not give them a megaphone?
According to extensive research compiled by Groove, up to 70 percent of customers who have had a positive customer experience with a brand would recommend it to others.
Especially in the age of social media and influencers, happy customers are more than willing to give a brand they are happy with a shout-out in social media, talk about the brand at dinner with friends, or even recommend it to their coworkers.
The main issue is that many organisations tend to not make it all that easy for customers to immediately spread their enthusiasm. As such, customers may move onto the next thing in their busy personal and professional lives and forget to spread the word.
This is why businesses should do more to encourage happy customers to tell others about their fantastic experiences with the company’s products or customer service. Here are a few ways companies can go about doing so:
Never let a compliment slip by you
Customers that leave feedback and compliments are outstanding for your brand. More often than not , a company’s social media will be filled with comments like “That was great!” “You’re outstanding!” “This has been incredible!”
Usually, your frontline employees will respond with a simple “thank you,” but they could be doing so much more. Thake this as an opportunity to ask customers to spread the word. For example, try asking them this:
“Thanks so much. Would you be willing to share that on our Facebook or Twitter page?”
Or
“Thanks for the compliment. Can I quote you in our email newsletter?”
Help customers to tell their story
Some customers may be happy and willing to help spread the word of their preferred brands. However, they might not have the time, reach, nor inclination to do so. So why not try and take the effort out of it for them.
If they’re reluctant to share on their own, ask if you could rewrite or paraphrase the positive feedback they gave. You can also try sending them a few sentences that they can share on their social, or conversely, they can approve and you can share in your social.
Proactively spread the good word
Sometimes, a little nudge is all a customer needs to share their bigger positive experience stories. Some proactive methods can include:
- Inviting happy customers to join in online or in-person round tables
- Setting up a time to call and talk to them
- Email questions
- Checking social media for their positive rants
Anytime your team spots positive feedback, do not hesitate to ask if you can use it.
Engage their passion
Repeat customers who are loyal and happy are also passionate. It is important to capture these emotions and help them to share it.
Customers can add their human side of the story, whether it is through a podcast, video testimonial, at a conference, or even at a press interview. Give them a few questions ahead of time to let them prepare and get comfortable before recording any video or audio.
