Posts Tagged ‘brand advocates’

Brand advocate happy customer Synoia

Customer Service: Brand Advocates

One of the ongoing topics in our blog will be all about customer service and care.  When it comes down to it, there is nothing, but nothing more important than customer service.  Let’s face it, there are great aestheticians, spas and salons out there who know their stuff. They know how to deal with anybody and everybody’s needs. Therefore, if your client is not happy about the way you treated them – they will be out your door and in through somebody else’s. They’re not coming back.  We want to help you, make sure that your customers stay with you. Actually, we want to help you turn your customers into your very own brand advocates.

What Is A Brand Advocate?

According to Webopedia, “a brand advocate is a person, or customer who talks favorably about a brand or product, and then passes on positive word-of-mouth (WOM) messages about the brand to other people.”

How to create a strong crew of brand advocates?

  • First, you must offer a solution to your customers. Every business must answer their customers pain or problems, if they don’t or can’t you don’t have a customer.
  • Superb customer service and care.
  • Ask them to share their experiences.

With and without Social Media

Most of your clients have one or more social media network account, probably most are on Facebook, some might be on Twitter, Pinterest, and LinkedIn or write a blog. Are you there too? It will make it much easier to let them do their job as brand advocates if you have a web and social network presence that they can link to.

Who is a typical active brand advocate?

They are your customers.

  • They are social. They like to use social networks such as Facebook and Twitter
  • They want to be considered experts
  • They want to help others. They love to share information with people that they don’t know
  • Some of them have a blog
  • They like to discuss personal care products
  • They like to discuss child care and support
  • Brand advocates use “recommending” as a form of relaxing!
  • Love sharing great experiences

You want them on your team. What is their motivation? Again, we go back to great service and a fabulous experience. According to eMarketers, brand advocates are motivated by one of two things:

  • Good experiences with a product or service
  • A desire to help others

It is all about a centuries’ old marketing method – word of mouth. People like to talk over lunch, coffee with friends, on the phone, or on social networks. People love to talk about good and bad things. Give them what to talk about, make sure they walk out of your establishment with a smile on their face.

 


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