Businesses everywhere are working around the clock to ensure that they deliver a five-star service experience and leave their customers raving about them. The reason for this? They know that a customer telling their friends or posting on Facebook how great their product or service was is a much more powerful marketing tool than any advert they could ever dream up.
If it is good enough for the biggest brands on the planet, then every small business in every town and city around the world should also be working towards this mantra.
Turning your customers into your de-facto marketing team removes a lot of stress from small business owners who may be worrying about where their next advertising campaign is going to be funded from.
Of course, it isn’t as easy as just throwing open the doors and inviting your customers to deliver word of mouth recommendations to anyone who will listen. Putting the work in first will mean you reap the rewards later. Read on to find out how to turn customers into marketing marvels.
Help the Customer
How many businesses try to grow their revenues by suggesting items to customers? They all do, now ask yourself again how many do this in a helpful manner? Telling customers that they should spend more money because one product works well with another is unlikely to win many friends.
On the other hand, suggest items that will make a difference to the customers’ life and benefit them in some way. Sell them what they need rather than what you want them to buy. ‘This product has really made my life easier, I feel as if they made a real effort to get to know me,’ is better than, ‘I bought this because they suggested it but it’s useless.’
Keep In Touch
This is a definite must if you operate any form of e-commerce site. When you sell an item, do you allow your customers to track the item, and keep in touch with them regarding their delivery? Or are you a business that takes their money and leaves all responsibility to the courier from then on?
You don’t need us to tell you which scenario you should be looking to replicate. Keeping customers updated after they have parted with their cash will allow you to prevent ‘buyer’s remorse’ from building up because they are thinking too much about their purchase.
Putting the power in the hands of the customer means they can proactively check for themselves where there exciting new product is, and not have to continually log in to your site and look for updates.
The relationship between the product and the customer should begin the moment the sale is confirmed, not when it is delivered.
Ask for Feedback
All roads lead directly to this point. By asking your customer for feedback, you will be enjoying many benefits. Other potential customers will see that you have a reputation for quality products and services. User generated content on your website will make you more attractive in the eyes of search engines.
Either you or the user can then share this content across social media platforms, bringing all of those benefits together.
The key, of course, is to ensure you do everything possible so that each piece of feedback will be positive and paint a favourable picture of your business.
Once you’ve done this, your customers will be your marketing team. You can sit back and enjoy the rewards.
Robert is an online content writer across a number of industries, with a specific interest in business turnaround. Robert’s areas of expertise include transformational change strategies, such as relaunching product ranges and reconnecting with new and previous customers.