Wondering why brand advocacy?
What brand in this whole wide world wouldn’t want its customers to be saying great things about them?
But do you know what’s more delightful than having satisfied customers?
Having brand advocates!
However, brand advocacy is achievable if and only if a business does not bring its customer service efforts to a screeching halt right after receiving positive customer feedback. The efforts need to be continued even after that.
As they say- nothing comes easy!
So, here’s all that a business needs to do in order to turn its customers into brand advocates.
Educate the customers to achieve brand advocacy:
In order to be a brand advocate, a customer needs to have every bit of knowledge regarding a brand, it’s products and services.
But where does all that knowledge come from?
Well, that’s what a brand needs to work on in the very first place. It’s imperative that an excellent staff training is provided so as to have well-trained employees. Now when a business has well-informed employees, they can effectively help the customers know about the product essentials, brand details, future plans, or new releases.
Provide an exceptional customer experience:
What exactly does an exceptional customer service mean?
A service that is tailored according to customers’ requirements and is capable of satisfying them is an exceptional one.
Brands can ensure the delivery of an exceptional customer experience by leveraging a proactive approach so as to know the customers’ requirements and issues even before they come up with any.
It is a no-brainer that customer experience is all that counts, and making it truly great begins with being personal. So, it’s advisable to address customers by name in the service interactions, provide personalized settings at every stage of the sales funnel and propose personalized marketing offers so as to make them feel valued.
Be there where the customers are:
A majority of a business’s potential customers are present on one or the other social media platforms today!
So, social media is the best place for any business to engage with its customers. It’s the best platform to know what’s being said about the brand and most importantly, identify the brand advocates.
It’s advisable that the marketing team of a business takes care of all the customers’ mentions and comments in the best possible way.
Offer multiple support channels:
When a business wishes to achieve brand advocacy, it has to give it’s customers all the possible reasons to become brand advocates. Convenience to reach out for support whenever needed is one of those necessities.
Offering multiple support channels lets the customers choose the most suitable channel as per their capabilities.
So, businesses need to ensure that they are active not only at the physical store but also available on telephone lines, e-mails, text messages, video calls, social media, live chat and wherever possible.
Propose enticing rewards and loyalty points:
It’s a business’s duty to make it up to its unhappy customers.
Want to know how that’s done?
Well, that’s done by offering small rewards or customer loyalty points as a gesture of goodwill. It would not only help in winning back an “almost lost” customer but may also help gain a brand advocate!
Employ these strategies if you too wish to have a solid loyal customer base and effectively achieve brand advocacy!