Are you a soccer fan? Even if you are not, whenever the soccer season arrives, you will witness a surge in the hype, the flags, the stickers out there. You’ll see fans wearing the jersey of their favorite team. You can see how much love these fans show for the thing that they love and adore.
Wouldn’t it be great if your customers and fans talk about you with the same zeal?
You might have some customers. But a fan is someone who has a strong association with your brand. Whatever product/service you launch, they rush to the stores or online to buy the product or avail the service.
Some brands focus on a customer-centric approach to achieve this goal. In totality, there is a science behind getting the attention of the customer and enticing them to do business with you. There are specific ways in which brands do things to acquire new customers and retain their old customers.
Here are four lesser-known ways in which you can turn regular customers into your brand advocates.
Delight the Customer
When Jeff Bezos founded Amazon, he was straight about one thing. Find a way to delight the customer at all costs. Apple, Target, and Starbucks displayed similar intentions. All of these brands started with nothing but managed to scale their businesses to billion-dollar corporations.
The important thing business owners of 2020 need to understand is that there is nothing wrong with extending a customer service call if it delights the customer. When you start giving something extra to your customer, this is where the real magic happens.
Every employee can stick to the script and follow the rules when an angry customer shows-up. But to listen to the customer, calm them down, and resolve their issue is a quality that only big companies possess.
Of course, it is exhausting listening to customers all day long, which brings us to the next point.
Don’t just listen, fix the problem
Last Thursday my new MacBook went crazy. Even after countless tries, I was not able to fix my MacBook’s wireless problem. I took the problem to the Apple service center. The guy told me he would get it fixed.
After three days, I received the bad news. “Sir, I am sorry, but your laptop couldn’t be fixed.” Of course, I was angry. I went to the service center the next day, and to my surprise, the guy not just replaced my laptop with a new one; he even transferred all the data in the new laptop and even updated the system. Did I ask him to transfer the data? Not at all. Was I worried about my loss of data? Obviously.
Apple not only solved my problem; but did it painlessly. I walked away with a new MacBook and a big smile. I’ve told this story a thousand times and every time I adore Apple a little more.
When you listen to your customer’s problems and promptly solve them, they become your fans. A customer will tell everyone about their bad experience, and a fan will profoundly share it with everyone he knows.
Listen Intently & Act proactively
Your competitors are online. Your customers are online. And even your fans are online. Everyday. People are posting vigorously on Facebook, Twitter, Instagram, and even Snapchat regarding how they feel. They are uploading pictures, watching videos, creating blogs, writing reviews about their favorite brands online on every social media channel.
In short, they are talking about you and your brand and your products. It is you who can respond to them on social media, which can lead them from a customer to a raving fan.
We’ve all filled the feedback form a couple of times in our lives. An automated call or a survey right after the transaction has been done. Often it is difficult to mark the items to all excellent or bad as you cannot give your opinion right away. The same thing happens when you order something online. At times it gets difficult to tell how much you love the product/service or how much angry you are.
The best-case scenario is to ask for feedback sometime later. For instance, hotel staff often make phone calls to understand the problems faced by the client, one week after the stay. This type of feedback is useful after you’ve experienced something, and you are in a state to give feedback.
When you try to reach your customers for enthusiastic feedback, they will be happy to give it to you. They will feel valued and cared for. And in return, you’ll build a strong bond with the customer.
I am a big fan of Amazon and all of their products. The way the brand engage with customers, offer irresistible services is impossible to measure and copy. I am sure you also have a brand like this. Maybe it is Apple; perhaps it’s a local mart near your home. What is the one thing that the brand is doing is making you come back for more?
It is high time that as business owners, we need to ask these questions from ourselves. There is fierce competition out there and if you want to turn your visitors into a fan, you must do something that your competitors are not even thinking of doing.