Improve Customer Advocacy: Elevate Loyalty with 6 Dynamic Strategies
How to improve customer advocacy
While it’s true that you won’t be able to convert every customer into an evangelist, it pays off in the long run to have a customer advocacy program. Your customer advocates are your dedicated salesforce, so you need to know who they are. Once you can identify who your customer advocates are, then you can be ready to mobilize them.
The question then becomes, how do you mobilize them? Now that you know who your customer advocates are, how do you help them help your business? Jitbit determines that if you can increase the level of customer advocacy in your business by 12%, you can enjoy up to 2 times your current revenue! What would your business do with double your current revenue? Your customer advocates are the secret to doubling your business’s income. With this in mind, let’s look at how you can improve customer advocacy in your business and multiply your revenue.
1. Give Great Customer Service
You can start by just giving excellent customer service. Ensure that your customers walk away having a good experience whenever they need to interact with your business. Sometimes it’s the more minor details that make the difference. Make it easy for customers to contact you and don’t delay in responding. It’s also essential to use their names when you respond to them. Trust gets built when there is a rapport between your brand and your customer. When you refer to a customer by name, it shows them that you value them as customers and as a person. Authentic human connection boosts morale and will improve the customer experience from the get-go.
Look at your current response time for customer queries on your website. Do you respond as soon as possible? Or do your customers generally wait for some time without knowing if someone will reply? None of us enjoy it when we reach out to a company and walk away without being sure that our query will get to someone. So try to get back to your customer in a reasonable amount of time.
An easy way to make this process less stressful for both you and your customer is by setting proper expectations. Let your customer know when to expect a response from you. You can even set up an autoresponder with that type of general information. Auto responses can be helpful to both if you have a team or if you’re responding to queries yourself. Your customer can know right away when to expect a response from you. You might not notice it, but you’re now building a relationship with your customer. So the next time they need to reach out to you, they’ll be a lot more confident because they’ve gone through the process before. They are now learning what to expect from you.
Also, be honest about your response time. Give yourself enough time to check into your customers’ queries or concerns so you can provide the best possible response. If you do need more time to address their problem, let them know. People appreciate it more when expectations are set, even if they do wish it could be sooner.