Tag Archives: customers into fans

Customers becoming Evangelists

October 29th, 2008
Drawing together posts such as Marketing through Action, Turning Customers into Fans, Involve your Customers and Telling a Story.    

You get the picture of customers becoming evangelists and some ways of doing this.

It was on this and Julian of [business:ProWorkflow] tweeting this:

“Talk, Blog, Syndicate, SEO, Tweet, and build a solid product. Then look after users and they’ll become evangelists.”

(in response to my query about his marketing strategy)

This later popped up on his blog.

Intrigued, I thought I’d ask him a few questions.

Share the numbers with you guys.

What’s the ROI of turning customers into evangelists?

Julian shares 25% of new sales a month are through referrals.

25% that’s 1 in 4! 

In a competitive market like Project Management, referrals are gold.

They have stimulated this through:

“Fanatical support. Fast and reliable on all support requests. We invest time into training account holders. Always have an approachable, friendly manner, unlike many US based cold, slow support teams. Response time – typically instant or less than an hour. “

He also shares that “when customers cancel, we always wish them the best and keep in touch,  many come back again later” (Marketing after the fact?)

By looking after their users, they’ve had customers changing projects or jobs and getting the new team to use it.

Great huh? Nice sweet spot.  Something to strive for.

If you’re already here, what can you do better?

Provide your customers with tools to help them spread the word,

  • Blogger Packs
  • A way of showing their loyalty, badges
  • Interactive Widgets, or in ProWorkFlows case a widget showing how much money or hours you have saved this month using them
  • Vouchers for their friends (you know, the ones you nag about to try a service)
  • Something to make the service better when your friends use it

If your customers are already evangelists, give them the tools to help them evangelise.

Firms that need me

September 8th, 2008

Firms that need me know me.

This should be your objective.

In your niche do the firms that need you know you? if not why?

If they do. Gold.

Leverage your existing assets

July 1st, 2008

Leveraging is great.  Get your existing assets and use them to leverage your profit.

Here’s my idea.

Say your a Mechanic / Doctor / Lawyer / Tattooist?

Any one on one service.

Your existing assets are your clientele.

What is the biggest selling point for new clients? Recommendations.

You could go away and build recommendations into your site ask your clients to jump on.  Might work.  Requires effort.

What i suggest is jump on LinkedIn.com.  Create an account.

Set up an account for your organisation and each of your individual service level staff.

Instead of sending clients emails.  Ask them to add you as a connection on LinkedIn.

Customers with great experiences will send through recommendations.

(Lesson: go where your customers are)

Set your profile to Public.  Search engines will pick it up.  So new clients ‘googling’ you can find you and all your recommendations.

Take it one step further.  Create a Networking group on LinkedIn ie PBC & Son Networking Group.  Allow your clients to network with other clients.  Help them (help you).

All of this only takes a few hours to setup.  No fee.   So what are you waiting for?

For the naysayers:

  • what if i get bad reviews? Deal with it. Buck up.  It will provide a balanced view.
  • The downside of not doing this is the lost potential of utilising the 100 people this year that had a fantastic experience
  • Going to where the customers are breaks down the barriers, you will get more reviews
  • Are you going to go to a doctor / mechanic that has no reviews over the one that has 50 reviews in the last 6 months from satisfied clients.
  • No money down.

Just another idea for you.  Chucking it out there.  As usual, those whom are motivated will reap the rewards.

What are you doing all the way down here? You could:
- View my about page
- Or for first timers the New Here? page
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