Editors’ Note: We’ve found one more — possibly the most important — thing to consider when encouraging your customers to refer their friends to you. This blog post now goes to 11. See below for item #11 and learn how to move from affinity to advocacy.
When you’re looking to scale your customer acquisition channels in order to grow your business, it can be tough to know in advance which platform will bring your site enough high-converting traffic to make a difference to your bottom line.
Even if you have killer content on your site and blog and you study your site analytics – so you know exactly which channel is bringing in the money – the question is how you get more and better traffic. Finding new channels inevitably involves some testing and learning, but you can always new test channels faster, be more flexible, and leverage existing customer data to plan your next testing hypotheses more efficiently.
Email can be a powerful marketing channel for e-commerce if you leverage it properly. If you think about it, a customer’s inbox is basically a distraction-free zone you’ve been invited into, giving you more opportunity to capture attention with highly-targeted offers than in any other digital medium out there.
Your customers are the lifeblood of your business. Frankly, while you can have a fantastic team, a great catalogue of products, and an amazing business plan, but none of this will matter if you can’t keep those customers happy, engaged, and willing to tell their friends good things about you. Quite simply, in ecommerce, your customers are arguably the most important and effective sales tools you have at your disposal today. That’s because, when your customers talk, their friends and family listen. So you could spend your entire marketing budget on precisely targeted Facebook ads, compelling email campaigns, and clever CRO tests, but you’d probably be better advised to get loyal customers — or brand advocates – to convince a friend or family member that your products are worth buying.
Before the days of social media – before viral videos and sponsored ads – was the natural social interaction between consumers: the recommendation of a product or service from one person to the next.
Word of mouth marketing (WOMM) is the organic communication of information from one person to another about a brand, product or service. It is most often influenced and driven by a positive interaction that an individual has had with a brand. WOMM is nothing new, and has been reviewed and discussed in a number of articles. More recently, there has been strong evidence for WOMM to succeed in the credit union space. With customer satisfaction levels at an all-time high for credit unions, and with 64% of marketing executives believing word of mouth is the most effective form of marketing, customer referral programs just make sense.
We’re really excited to announce the launch of The AA’s brand new referral programme.
When you think of The AA, you probably imagine their iconic yellow breakdown vans rescuing drivers by the roadside in all sorts of inclement weather. But The AA has come a long way since its origins in 1905 (when it was a protest committee formed to combat police oppression of motorists!), and it’s now one of the UK’s leading financial service organisations.