We know how great people are for spreading the word about what a company or product or service is like. Um, hello, that’s why Yelp is so popular. Word of mouth is the best *free* marketing strategy out there. Getting satisfied customers to talk about you to their friends is more than just providing them with something they need. It’s about giving them the ultimate experience and turning them into delighted clientele.
We promise that if you pair a great product with these tips from Inc.com’s Diane Gottsman you’ll see benefits.
- “Build trust.” Your customer’s word of mouth referrals come from trust and respect. They trust that you will continue to satisfy their needs in whatever field you’re in and they respect you for it. They will only sing your praises when your reputation of being trustworthy stands on its own. This takes time and effort, of course. We’ve talked about how social media and inbound marketing techniques can help build up a strong reputation. Remember that this doesn’t happen overnight. Keep working at it and you WILL see results.
- “Do a great job.” This should go without saying. Would you really expect people to talk positively about your business if you’re only doing a sort of okay job? No, of course not! It’s simple, really. Work hard and do a good job. Under promise and over deliver. Don’t brag about being ‘the best that ever was’… just be the best you can and deliver exceptional results. People will speak about how great you are, just you wait.
- “Ask for feedback.” This is so important. Engagement from your customers is key here. They will appreciate your wanting to know their feedback. Give them a chance to share their voice with you– who knows, maybe you’ll learn something groundbreaking. If they give some constructive criticism, don’t take it to heart, just listen to what they say and try to find a way to fix it. This is how you move forward.
- “Request testimonials.” If a client gives you some quality feedback, it’s worth asking them if you can use it as a testimonial. It allows other viewers to see real satisfied customers and what they have to say. Just one or two sentences will go a long way on your website and/or social media platforms. This is free marketing, friends, and it will do wonders.
- “Don’t over-rely on social media.” Okay, okay, you know how much we love social media and the effects of inbound marketing. BUT, you can’t over rely on social media to do it all for you. Never underestimate how great word of mouth is for your business. One satisfied customer will tell 5 of their friends and each friend that converts will then tell their friends and so on. Social media only goes so far when you’re dealing with real people.
- “Find a high profile satisfied customer.” This is a good starting point for word of mouth referrals. If you know of an extremely satisfied customer, make sure to ask that they pass on your information to their friends who might also want your services or product. Getting endorsements from someone whom others admire will always help your case.
- “Give back.” Be conscious in your business. Give back to the community! When you create a culture of giving and helping out in your area, it will come back tenfold. Establish yourself as a company who cares. Not only are you doing something good, you will stand apart from your competitors. And there’s nothing wrong with that.
- “Emphasize relationships.” Relationships matter. People matter. Don’t just forget about your customers after they purchased. Check in with them every once and awhile. Remind them that you still care about their needs. They’ll return the favor when needed.
- “Be responsive on social media.” Don’t just use social media to propagate your product. Respond to people who engage with you in a productive way. This helps build up your trustworthy reputation and allows for your followers to stay informed. They will see how invested you are in their happiness and their engagement as clients. This will ultimately lead to them sharing that news with their friends and co-workers– which means more business for you.
- “Say thank you.” Be polite and use some manners. When you receive a new customer, find out how they heard of you. If it’s another one of your clients, remember to say thank you to that person for the recommendation. Send them a product or enter them into a raffle for a great prize. Let them know how much their referrals mean to you and how appreciative you are for their continued loyalty. It’s all in the thank you, my friends.
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