Did you know that your current customers are a goldmine? They are an amazing source for new customers. So how does that actually work? First, you need happy customers in order to use them to get new ones. Plus, you need to build a strong relationship with them.
If your customers are happy and love you and what you do, natural word-of-mouth marketing will occur – they will recommend you to their friends and family and spread the word. But there are also things that you can do to encourage this.
So, here are 3 simple ways to use your happy and loyal customers to get you new ones:
1. Ask for referrals and reward them
According to Nielsen, 92% of people trust recommendations from friends and family over any other type of advertising. But you can’t be passive and wait for your clients to recommend you. Many of them might not do that from their own initiative unless someone asks them.
So, you can simply ask happy customers for referrals. After they got a service or bought a product from you, you can send a follow-up email to make sure they are satisfied. Then follow that up with another email asking for referrals.
You can also give them incentive to do so. This is called a referral program. It basically means inviting customers to share your business with others and rewarding them for it. This can be done, for instance, by using a “bring a friend promo”, meaning – if a customer of yours brings in a friend, they get a discount. If you reward both the existing customer and the referred customer with a discount – that’s even better.
Let your customers know about your referral program, and what exactly the reward is. Do that any way you can: on your website, by sending them an email or text message, or in person, when they come in. This way, they will recommend your business to friends not only because it is great, but also because they will be motivated to do so.
And even if you don’t have a systematic referral program in place, make sure to thank your customers for referrals each time they recommend you. Let them know you value their efforts. You can thank them by mail, text, phone or in person.
Make them feel special, so they’ll recommend you again. You can even surprise them with a little something extra to let them know you appreciate the fact that they recommended you. You can give them a coupon, a discount, an upgrade or a small gift.
2. Add customer testimonials to your website
Customer testimonials on your website are another form of recommendation. Since your potential customers are likely to check out your website before using your services or buying your products, they are more likely to choose you if they see your previous clients were satisfied.
So, ask your happy customers for testimonials. If you can get their full name and their photo too, that’s even more effective. You can post your testimonials on your homepage (which still is the most popular page of your website). You can dedicate a special page to testimonials (if you have enough of them). Or maybe place them on your product or services pages.
3. Ask for reviews
93% of customers will read reviews of local businesses to determine their quality. Since consumers are more likely to try a business they don’t know if they see others praising it, your business needs good reviews – on social media, review sites or Google My Business. So, encourage your happy customers to write a review about your business.
This can be done in person or by adding a line in your emails or texts linking to your Facebook page or Google My Business. You can also do this by using 12handz. With 12handz you can send a link to your customers and encourage them to write a few words about your business , and share those reviews directly to social media.
Of course, once you encourage reviews you might also be encouraging bad ones. Luckily there are ways to prevent negative reviews. Here are 5 proven ways to prevent negative online reviews. And even if you do get a negative review here and there, don’t let this worry you too much. If the majority of your reviews are good, users are likely to ignore the bad ones or not even see them.
Replying to reviews – good and bad – is extremely important, and 12handz helps you do that easily. From your 12handz dashboard you can monitor and reply to every review quickly and accurately.