April 2017
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Turning Customers into Advocates

We would all love our customers to be singing our praises to others, right? How do we turn satisfied customers into advocates?

Here is some advice from experts:
  • Deliver what you promise. Sounds simple but it's a rarity today. Do what you say you'll do.
  • When something goes wrong, fix it. Make it right, and at your expense.
  • Know what keeps your customer up at night. The more you know about your customer's problems, the better you'll be able to offer solutions when they present themselves.
  • Surprise and delight them. Now and then, for no reason, surprise your customer with a useful bit of information, a small gift, a thank you note - something they're not expecting that is not related to an order or project.
  • Market your customers. Be an advocate for them as well! Find opportunities to bring them business.
  • Connect customers with each other. Chances are that the clients you're working with have things in common. Perhaps they can be a good resource for each other or could do business with each other. Make introductions & connections when you see a fit.
  • Do a great job.  People want to do business with people and companies that make them look good. Doing good work for your customer will make them more likely to tell others about the experience and refer you to others.
In our competitive world, every supplier is looking for an edge. Having customer advocates means that you can spend more time keeping delighted customers than trying to acquire new ones; your advocates will help do that for you!
Issue: 17
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