Build loyalty to create ambassadors
Posted: Sat Dec 21, 2024 4:16 am
It's a bit like the Holy Grail, the ultimate goal of any marketing strategy : to turn your customers into ambassadors, namely your best salespeople .
According to some marketing definitions*, an ambassador is a customer who promotes the brand spontaneously (mainly by word of mouth) and who plays the role of prescriber to his friends and acquaintances.
"Francis, for your carpentry, trust me and call XXX for me"
In addition to giving you a good brand image, this allows you to america cell phone number list recruit new customers (the friends of my personas, are my personas!) without too much investment.
Business innovators ( Netflix, Amazon and others) use it wonderfully and it is even one of their 5 great strengths.
This is also one of the promises of the Inbound Marketing methodology.
flywheel-hubspot CRM
To innovate, in line with market needs
Satisfied or loyal customers are more engaged with the brand and therefore more likely to give positive or negative feedback . However, having feedback from customers who appreciate you is a golden opportunity to stay in tune with market needs.
Social networks can play an important role in obtaining customer feedback , but some companies are going further by launching “ co-creation platforms” also called “crowdsourcing”.
Some brands have understood that they must capitalize on their community to improve the customer experience.
To cite some French examples of communities :
Decathlon Creation allows customers to vote for their favorite creative ideas. Above 100 votes, designers study the project before entering the manufacturing process and marketing in stores.
"According to you" by Leroy Merlin which brings together 80,000 DIY customers
The Lab App by Société Générale, which allows customers to test new features, share their customer experience and optimize the services offered
The But Lab by But
My Somfy Lab
Retaining to attract talent
A company that inspires through its good reputation is much more attractive and will naturally attract good people.
Employer branding helps you better attract talent and reduces your recruitment costs!
According to Eda Gultekin (Author of What’s the Value of Your Employment Brand? ), a developed employer brand can indeed reduce hiring costs by 50% and decrease turnover rates by 28%.
Build loyalty to optimize your investments in CRM tools
To build loyalty, you cannot do without a good customer relationship management tool in particular to measure and monitor essential indicators .
To do this, you probably have a poorly used or not used CRM .
More than ever, and the latest crises will not contradict it, the digital transformation of the company has returned to the heart of the issues. Your customers have profoundly changed the way they buy and I reassure you (or not) this will continue to evolve.
To keep up with this frenetic pace, while changing the model of your offers and your organization, you must rely on efficient tools and processes.
And therefore have a CRM tool for marketing (Customer Relationship Management in the original version or GRC for customer relationship management in the French version) that is efficient and optimized, which will support the loyalty strategy.
The best thing to do is to then link it to the Hubspot marketing automation and ticketing solution to track, prioritize, and automate customer support (SAV) or loyalty tasks (reminders, birthdays, VIP offers, etc.) and satisfaction surveys (NPS, CSAT).
According to some marketing definitions*, an ambassador is a customer who promotes the brand spontaneously (mainly by word of mouth) and who plays the role of prescriber to his friends and acquaintances.
"Francis, for your carpentry, trust me and call XXX for me"
In addition to giving you a good brand image, this allows you to america cell phone number list recruit new customers (the friends of my personas, are my personas!) without too much investment.
Business innovators ( Netflix, Amazon and others) use it wonderfully and it is even one of their 5 great strengths.
This is also one of the promises of the Inbound Marketing methodology.
flywheel-hubspot CRM
To innovate, in line with market needs
Satisfied or loyal customers are more engaged with the brand and therefore more likely to give positive or negative feedback . However, having feedback from customers who appreciate you is a golden opportunity to stay in tune with market needs.
Social networks can play an important role in obtaining customer feedback , but some companies are going further by launching “ co-creation platforms” also called “crowdsourcing”.
Some brands have understood that they must capitalize on their community to improve the customer experience.
To cite some French examples of communities :
Decathlon Creation allows customers to vote for their favorite creative ideas. Above 100 votes, designers study the project before entering the manufacturing process and marketing in stores.
"According to you" by Leroy Merlin which brings together 80,000 DIY customers
The Lab App by Société Générale, which allows customers to test new features, share their customer experience and optimize the services offered
The But Lab by But
My Somfy Lab
Retaining to attract talent
A company that inspires through its good reputation is much more attractive and will naturally attract good people.
Employer branding helps you better attract talent and reduces your recruitment costs!
According to Eda Gultekin (Author of What’s the Value of Your Employment Brand? ), a developed employer brand can indeed reduce hiring costs by 50% and decrease turnover rates by 28%.
Build loyalty to optimize your investments in CRM tools
To build loyalty, you cannot do without a good customer relationship management tool in particular to measure and monitor essential indicators .
To do this, you probably have a poorly used or not used CRM .
More than ever, and the latest crises will not contradict it, the digital transformation of the company has returned to the heart of the issues. Your customers have profoundly changed the way they buy and I reassure you (or not) this will continue to evolve.
To keep up with this frenetic pace, while changing the model of your offers and your organization, you must rely on efficient tools and processes.
And therefore have a CRM tool for marketing (Customer Relationship Management in the original version or GRC for customer relationship management in the French version) that is efficient and optimized, which will support the loyalty strategy.
The best thing to do is to then link it to the Hubspot marketing automation and ticketing solution to track, prioritize, and automate customer support (SAV) or loyalty tasks (reminders, birthdays, VIP offers, etc.) and satisfaction surveys (NPS, CSAT).