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Research shows that the positive word of mouth (WOM) surrounding brands outpaces negative by a 6 to 1 ratio. But this doesn’t happen on its own! Whether you’re a B2C or a B2B business, nurturing relationships with your customers is one of the most important factors for leveraging positive referrals and decreasing customer attrition.
Did you know that 74% of consumers identify referral marketing as a key influencer in their purchasing decision? To put it simply, customers value share-worthy experiences and have gotten used to passing on good news to others.
Back in the day, the customer journey began with the ding of the overhead doorbell of the convenience store and concluded as items were neatly wrapped at the cash register. If your company was lucky, a memorable in-store visit would result in positive recommendations from happy customers that eventually reached a host of potentially loyal customers.
Today’s customer experience is a little different. Customers expect brands to be active online and proactive in responses to customer complaints. In turn, businesses have developed brand identities, voices, and personas to meet the demand for a great customer experience from start to finish.
Social media is making it easier than ever to experience (or invade) events that would traditionally arise through word-of-mouth or, you know, formal invitations. It’s true, audiences of customers and friends enjoy getting the special treatment, but it feels a little odd when exclusive opportunities are promoted for the world to see.
Whether you’re doing the bulk of your customer marketing online or offline, in today’s market you are a digital product. Everything from discovery to conversion happens behind a screen. Yet, to this day, no marketing strategy has stood the test of time the way word-of-mouth has. In fact, a recent study shows that 74% of consumers identify word-of-mouth as a key influencer in their purchasing decision.
When customers at Chewy, the pet supply company, cancel their subscriptions because of their pet’s passing, Chewy will send a gift; some customers have received framed drawings of their late pets from Chewy. Framebridge, an online custom art and photo framing company, includes a handwritten note complimenting the customer’s design taste in every order.
A customer loyalty program is a marketing strategy that rewards customers for their repeat business or brand loyalty. The aim of a customer loyalty program is to incentivize customers to continue choosing a company’s products or services over those of its competitors.
A moment of delight in customer service refers to an instance where a moment in the customer journey or an experience with a brand exceeds their expectations in a positive and memorable way. This concept is rooted in the idea that providing customers with unexpectedly great service or experiences can significantly enhance their perception of the brand, leading to increased engagement and loyalty.
There isn’t a retailer out there who isn’t obsessively planning for the Godzilla of all sales days, Black Friday and Cyber Monday (BFCM). Undoubtedly, your competitors are well under way with their plans to earn consumer dollars on the biggest retail days of the year – are you ready?