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  • Dave Frost

How to generate customer referrals


Customer referrals are a highly effective, tried-and-true tool that can greatly contribute to the growth of your company. A recommendation from a friend or family member can be worth more than many online reviews written by strangers.

If you haven’t seen it already, this classic study shows a clear correlation between customer referrals and growth rate.

Net promoter score (NPS) can determine how fast a company grows. This is especially true for businesses in the following spaces: airlines, car rentals, and internet service providers – the fastest-growing companies in these industries boast high net promoter scores. It’s no wonder that today, many software companies integrate NPS into their strategy.

How can you best leverage these referrals and make the most of them to boost your business? That’s where support conversations come into play. Most successful businesses employ a team of support reps and managers working tirelessly to communicate with current and prospective customers alike.

So:


1. Ask for a public review – at the right time

This may sound obvious, but the easiest and most effective way of getting referrals from customers is by simply asking them. Timing is key to making this approach work. When a customer lets you know they’re happy with your service, take this opportunity and direct them towards a site where they can let others know about their positive experience with your company. The worst that can happen? They say no.


2. Reach out to your happiest customers directly

Another way to spot your most loyal customers is through NPS surveys. Utilising NPS at the perfect moment is an excellent method to reach the customers who are likely to give you a referral. This strategy can also help you identify clients who may not be fully satisfied with your service, giving you a shot at changing their mind and potentially getting a referral from them after all.


3. Keep your customers happy during every step of the buyer’s journey Many say your brand is defined by the total of all experience with your business. Similarly, the customer experience you offer comes down to each client’s buyer’s journey, starting from researching, through purchasing, to using and reusing. You increase the likelihood of someone spreading the word about your business by making sure they are satisfied at every stage of this journey. If getting glowing referrals is your goal, it’s crucial to ensure your customers are satisfied at every stage of the buyer’s journey


4. Go above and beyond

Although a solid product or service and smooth user experience are essential to cultivating long-lasting relationships with your clients, there is more to it than that. Consider going above and beyond in your interactions with customers. A personal approach goes a long way in making clients feel special, which often results in more referrals.

This is an approach that won’t break the bank or require complex strategies. All you have to do is really listen to your clients, and the rest will come easy. And the payoff is huge – you’ll be laying the groundwork for deep and lasting relationships with your customers.


5. Foster trust in your brand

Building trust is not a simple task, especially over the internet. However, your support team can be the catalyst that makes that process easier by fostering trust.

For instance, Sendle is utilizing its support team to revolutionize the postal system in Australia. Head of Support Eva Schaller stresses that Sendle’s superb customer service team is what paved the way for the company’s success in the industry, putting them way ahead of the competition. “We want our customers to be successful and happy, and by doing this we’re creating positive word of mouth. When you send parcels, you’ll inevitably face issues, and the support team is there to solve problems and make the sending experience as easy as possible.” This is not just empty talk – in fact, research suggests that 83% of customers are more inclined to recommend a business they trust to people they know, and 82% are more willing to turn into recurring customers.

You can’t argue with those stats!


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©2019 by david frost marketing