Ambassadors are your most loyal customers. They are prepared to pledge their own reputation to recommend you to a friend. And ambassadors can be used to the advantage of the company! In addition to the fact that they often account for the highest sales, they market your brand and thus sell your products/services indirectly.
If, on the other hand, you want to keep your ambassadors, you have to treat them right!
Listen to your ambassadors
It is easy to think that you do not have to care about the ambassadors because they are already positively attuned to your company. On the contrary, you should take advantage of their feedback and try to understand what they think is good. They can help you find new customers and develop your product/service.
As a company, you should know that your customers value service above all else and should work to maintain the high quality of your employees. Listening to your ambassadors is the first step towards a good relationship with your customers.
Protect your customer relationship
How do you take care of your customer relationships then?
It is important to contact your ambassadors, and do not wait to do so. Follow up your customers after every step of the sales process. What did the customer like about their purchase? What did she think of the service? The homepage? Don’t think that you should take the opportunity to ask all the questions after the first purchase – ask your customers “when the feeling is fresh”.
Help your customers present their feedback as a public review! In our story, Stina was careful to read reviews before making a decision; potential customers are often concerned about what previous customers think. It can be quite decisive for a purchase to be made.
And do not ignore the customer after the sale. Coming two years later and asking “are you still a customer with us?” Is meaningless, then you may have already lost Stina as a customer. Continuity is important.
Reward system builds good customer relationship
To further engage your loyal customers, you can offer rewards. For example, you can give bonuses to the one who recruits a new customer and the one who gets recruited. Setting up competitions and letting the customer collect points that can later be exchanged for a nice reward is also a way to stimulate your ambassadors and build a stronger customer relationship.
Word of mouth
Keep track of how your ambassadors talk about you, both inside and outside of social media. They usually self-encourage others to check out your product or service – just like the customer’s friend did. Word of mouth is one of the best ways to promote your brand and the only thing you need to do is maintain a good customer relationship. Your ambassadors do the job for you and spread a good reputation about you and your products.
The benefits of Word of mouth
An advantage of Word of mouth is that information that is spread from person to person is perceived as more credible than if it comes from a large company. For example, a customer is recommended a company by their friend. They trust that it is the right store for them because the friend in her eyes is a reliable source.
Word of mouth is also a way to promote you or your product to the right audience. What does the customer say about your company? Why recommend a product or service to someone who doesn’t use it? Satisfied customers are more likely to tell you about your product to someone they think would be interested.
Good customer relationship requires quick contact
Social media is also an excellent platform to quickly connect with your customers and engage in dialogue. Be sure to tell your customers how they can contact you, for example through a chat, email or Facebook. Have at least one customer service manager who will respond to customers when they encounter problems or have questions. If you do not have time to treat all customers, prioritize your ambassadors so that they can continue to spread “good word of mouth”.
Employees are also important
Of course, your ambassadors are in more places than your customers. Your employees are some of your most important ambassadors when they are willing to recommend your company. If you take good care of them, they take good care of your customers.
Your most loyal customers are your ambassadors. They recommend your company to others and advocate your new products and services. In order to keep the number of ambassadors, and create more, you have to engage them. Having a good relationship with your most loyal customers is crucial. They can easily advocate for you through Word of mouth. In addition to having ambassadors among your customers, you will also find them among your employees.