Building customer loyalty used to be a simple concept — it’s about getting it right the next time, every time. Furthermore, you want your customers to love every experience with you — to a point that they not only recommend you but evangelize for you. Why are brand advocates important? Advocates of your brand will visit more, spend more and share more.
According to this article by Shep Hyken, the importance of customer advocacy is amplified now that we’ve entered an era of communication that is different than even just a few years ago. As the author suggests, interacting via social media channels have become the norm. People search for product information and share their experiences with others on these channels. If you want to build loyalty, your customers must not just recommend you, they need to share their great experiences with you on social media where the conversations are taking place.
You know you satisfy the vast majority of your customers but how do you get them to recommend you on social media? GoRecommend™ is a social media advocacy solution that finds brand advocates and seamlessly enables them to share their positive experiences through their own social networks. Through our survey program we determine which customers are satisfied with their experience and which are likely to recommend the experience to their networks. At the end of the survey, those customers are asked if they would like to recommend their positive experience with their friends and family via their social networks.
Your brand advocates, compared to regular customers, are 50% more likely to share information on products and services with their social networks and 75% more likely to share a great experience about a product. Read more on GoRecommend and get your advocates to sell for you.