Brand advocacy creates those invaluable customers who not only love your product but actively promote and refer others to it. So, how can you turn satisfied customers into passionate advocates for your brand? Here are three strategies to increase your brand advocacy today.
Have you ever had a really great — and I mean really great — experience with a brand? So great that you want to tell the world about it? That is called brand advocacy. And it is very powerful for building your brand and revenue — over 90% of consumers trust recommendations from friends and family over any other type of marketing.
Now that consumers have more options than ever before creating brand advocates is not just a lofty goal—it’s a strategic imperative. So, how can you turn satisfied customers into passionate advocates for your brand? Forget forced pitches, gimmicks and deep discounts.
The key lies in nurturing genuine connections, exceeding expectations, and fostering a sense of shared value. Below is my 3D framework to delight your customers and create loyal brand advocates.
The journey to brand advocacy begins the moment a new client or student comes on board. How can you ensure they feel not just welcomed but treated like a VIP from the very beginning?
The first step is designing a strong, systematic VIP onboarding process. Your onboarding process should feel streamlined, making it as user-friendly as possible. Consider the entire customer journey, from sign-up to product delivery, and ensure each interaction delivers value and makes your new customer feel appreciated. They should feel like they’ve joined an exclusive club, not just purchased another product or course.
Your onboarding and product delivery should involve more than just a welcome email—it’s about creating a comprehensive system that guides your customers through every aspect of your product or service. Provide clear instructions, tutorial videos, and any necessary resources to make their onboarding experience a breeze.
Remember, the goal is not just to sell a product and move on. But to forge a lasting relationship with your new customer. A positive onboarding experience sets the stage for a customer who is not just satisfied but excited about the journey ahead.
Once your customers are on board, the next step is to exceed their expectations continually. This involves strategically and intentionally delivering delightful experiences or surprises that proactively address their needs.
Surprise your customers with unexpected delights that showcase your commitment to their satisfaction and success with your course or service. This could be in the form of weekly emails with tips and tricks, bonus Q&A sessions, or additional resources that add value to their experience.
The key here is to be proactive. Anticipate your customers’ needs before they even realize they have them. By doing so, you not only meet their expectations but surpass them, leaving a lasting impression. You can do this by reviewing past customer or student data and find areas in the process where they might have had certain questions or their activity declined. You can then create resources or communications around these known areas of friction.
The goal is to create memorable moments that will motivate your customers to continue with your product or service, deepen their knowledge of your brand and encourage your customers to share with others, further solidifying their commitment.
Turning satisfied customers into brand advocates involves more than just delivering a great product or service—it requires intentional efforts to duplicate their positive experience.
Start by offering intentional, personalized upsells. Understand your customers’ needs and preferences, and tailor your offerings to suit them. This goes beyond a generic upsell; it’s about providing additional value that genuinely enhances their experience.
Implementing strategies to capture testimonials is equally crucial. Satisfied customers are your best marketing asset, and their positive experiences can influence others. Encourage customers to share their success stories, either through written testimonials, video testimonials, or even case studies.
Testimonials not only build credibility but also serve as powerful tools for promotion. When potential customers see real-life examples of others benefiting from your product or service, it instills confidence and trust.
Additionally, leverage your satisfied customers to promote brand advocacy through referrals. Create a referral program that incentivizes customers to spread the word, turning them into active promoters of your brand.
Once you have created your post-purchase customer experience regularly reassess and refine your strategies. Review your customer feedback and evolving market trends and make updates to your processes as needed.
The most important thing to remember when building brand advocacy is it’s not just about selling a product; it’s about building relationships, providing the promised value, and creating experiences that resonate.
