You launched your business and sales are starting to ignite. It’s time to discover your brand evangelists. These are your customer champions! Motivated users who are passionate about your product or service. Initiate these 5 steps to capture their memorable user experience:
Reach out to 2 new customers each day. Pick up the phone and make that call. Start by thanking them for their business. Show some love, because customer shelled out hard earned money to buy your product. Ask what they liked best about your product. Before customers buy from you they have to KNOW you. Followed by LIKE and finally TRUST. If you have fostered trust, you have made a sale. Discover what led them to your product.
Gather meaningful feedback. Identify precisely how your product has improved their life in big or small ways. Did you save them time, money, or provide a new experience that was a WOW? Tease those pearls of information from their lips to your ears. How did they find you? That is a critical insight to understand. If someone else spread the word you now have another person to call and thank.
Ask for any improvements. This may seem like a risk, but maybe there is a tweak or two or three that you may have not considered important when you launched. That feedback is critical as you improve your product or service further down the line. Passionate customers usually have a lot to share. Start by asking what would make it better. Listen, learn and adapt.
Ask for a testimonial. When a customer is genuinely excited about your product, it is time to spread the word. A word of mouth recommendation is the single best marketing gift you can receive. Recommendations lead to customer engagement, which reinforces the positive image of your business. More new leads, more new customers, and more referrals. All because you published trusted testimonials on your website, and/or on your blog. Social proof delivers the credibility, and starts the KNOW, LIKE, TRUST cycle all over again.
Offer a small token of appreciation. Thank your customer for their time and their endorsement. Offer up a small measure of happiness, a coupon towards a discount on a future purchase for example. It’s not the monetary value, it’s the thought that counts.
Continue to engage with your evangelists. That’s a how small business wins in a socially connected universe.