Building Brand Advocates

August 20, 2014 Kathy Watts permalink

CRMSuccessful marketing is, first and foremost, about building relationships. Building a good relationship with your clients can turn them into advocates for your brand, increasing your reach and helping you to build a solid reputation and business through referrals.

But creating brand advocates takes time and effort to not only build that client relationship but to nurture it. Here are some effective ways to build a relationship with your clients and help turn them into brand advocates for your business.

Deliver Good Customer Service
I say it all the time. Good Customer Service is the foundation of every successful business. Every experience your clients have with you should be a positive and well delivered one. From the moment they first visit your website or Facebook page, call to make an appointment (or book one online), or walk through your front door to receive their service, every moment is an opportunity to deliver a positive, and consistent, experience to your clients. That should always be the first step in building a relationship with your client. Before a client can become a brand advocate, they have to be happy with their personal experiences with your business. And if they are happy with your business, they’ll go out and tell all their friends about you.

Keep Your Clients Engaged
Keep your clients engaged on a regular basis via social media, your blog, or in email. Different people want contact in different ways, so make sure you are covering all the bases. Give them content that is interesting to them (and most definitely more than just promos or specials). Offer them expert advice, ask them questions that encourage feedback and interesting discussions, or share information about what is going on with your business and your staff. If you set yourself up as a trusted resource, your clients will start to view you as an expert, and they’ll tell all their family and friends about you as well.

Focus On Your Clients
Your clients know what they want and need from your business. So take some time out regularly to focus on what your clients need or want from your business. Regularly ask them for feedback and really listen to what they have to say. Then act on it in whatever ways work best for both your business and your clients’ needs. If your clients feel like you really care about what they think and what their needs are, they are not only going to be happier, but they’re going to go out and share that with their network of people.

It’s not a huge leap from happy customer to brand advocate. Many of the things you do everyday to help grow a successful business are the same things that can help turn happy clients into advocates for your brand. But it does require a concerted, genuine, and focused effort on your part. Building and maintaining good relationships with your clients is key to creating a successful brand, and satisfied clients who are happy to advocate on your behalf with their family and friends.

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