Online platforms now make it increasingly easy for consumers to communicate their opinions on products and services from around the world. More and more buyers now rely on candid customer experience testimonials. So your customers have the potential to make or break your business. The time of “customer kings” is over, they are now gods.
So you can't just wait for good or bad reviews. You must proactively use your customers' comments to help you improve your products and services . Some of the large companies that understood this, such as Apple and Amazon , have returned to powerful levers to generate more benefits and market share. Follow these tips to transform your customers into real ambassadors from your brand .
Ask your NPS the ultimate question
Start by asking your Net Promoter Score (NPS) : "How likely are you to recommend us to a friend or colleague?" “ . You will learn a lot about what works and what could be improved in your business. As a reminder, this score corresponds to your percentage of promoter customers minus your percentage of detractor customers.
You can use it for all your programs and events. The goal is not to have a fancy number to market your programs . Rather, it's about gaining valuable information on how you can improve. At the same time, find out who your ambassadors are . Even more, you will strengthen the impact of your programs and improve your relationships with your customers.
But do not count only on the NPS to exploit the power of your customers . The ultimate question can help you know a lot, but not enough to commit to them.
With Magileads, you optimize proximity to your customers thanks to targeted loyalty campaigns in particular to measure their satisfaction and membership in your brand.
Measure the impacts of what you do
Do not hesitate to ask your customers to rigorously assess your programs once they have finished them. In addition, you can follow up a few months after the end of the program, depending on your strategy. Then plan to get back in touch with your customers to see if your product or service always has an impact on them or their activities.
This is part of an ongoing, well-established engagement strategy to ensure you deliver real results. You will thus know if your products or services are still useful to your customers when they are no longer with you.
The lesson to be learned here is not to use a single measure . Ask your customers as often as possible as much as you do well and how you can improve. You will not be surprised to see their comments online, because you already know what they think.
Engage your customers and improve your products or services
This is an excellent start to know what customers think of each aspect of your business , as well as to know who you can count to be your ambassadors. But that is not enough. You must act according to your results , and quickly. Once you have enough information to know what your customers think, put yourself to work to improve your products and services .
Do many of your customers say the same thing about a product? If this is the case, immediately correct what can easily be corrected. If there are longer-term improvements to be implemented , do so without delay.
Does something work very well for you with a large part of your customers ? In this case, keep doing a good job and do what you can improve it.
Also be sure to maintain your relationships. Take care of customers who are faithful and who appreciate what you do. They may well recommend your products or services to other people or make free online advertising . Exchange with them, listen to what they have to say and grant them a preferential treatment.
Do the same with those who may not have had the best experience. Find out what went wrong and see how you can rectify the situation.
In summary, one of the most important things in managing a business is to stay in touch with your customers . It is absolutely crucial. Your brand is not what you think it is, it is what they think it is and what they say to each other.
