These are sixteen maxims or thoughts I have coined around the subject area of customer recommendation:
1)When you plead for customers to recommend your company, it is indicative of desperation; the moment you request for them to refer you to other customers, it portrays passion but when you provide a great service that inspires them to recommend you- it highlights supreme confidence.
2)You could ask for recommendation without speaking a word to your customers because your great service is loud enough.
3)The best way of reminding your customers to recommending your company to a friend or family is by consistently delivering a great service, regardless of the weather condition or climate change effects.
4)The cheapest form of marketing is customer recommendation- you don’t pay them with a fee, or discount but with a consistent service.
5)Customer recommendation has a positive spill-over effect on your brand as long as you hold tight to your corporate values.
6)When a customer fails to recall a great experience they had with your brand, it may not be due to memory lapse but the mere fact that, it was not such a great a service.
7)When a service is great, there is a wow and like a town crier your customers will spread the word.
8)Don’t beg for recommendation, it makes your brand look cheap. Inspire recommendation through a thoughtful and great experience.
9)When your service positively stirs up the emotion and aligns the logical reasoning of your customers, you may have bagged yourself some brand advocates.
10)When a customer recommends a brand based on the product and service to their love ones, it makes them feel like an expert and you the trainer.
11)Brand is basically the feelings and emotional affinity customers have towards your products and service, how and when they share this feeling is out of your control.
12)You gain a customer advocate by not shouting into their ears with unending emails and phone calls but by doing what you said you will do.
13)Doing what you said you will do, instils trust in your customer’s heart and not making any noise about it depicts integrity.
14)A bad service has a multiplier(x) effect and a good service an additional (+) impact- multiplication grows faster than addition. Bad service spreads faster than good service.
15)You could only get away with a bad service if the customer has no friend, relative, colleague or social circle- I doubt such an individual exists.
16)If a customer needs to remind you how great you were last time, know the next person they could be reminding about you is a potential customer.
This is great article, Dateme, and thanks for this. I agree on every maxim you listed here. The first one is worth mentioning simply because our customers can tell if sincerity does show in the way we do customer service. Our clients are most likely to recommend a product or service they know to be excellent, and more importantly, they’re happy and satisfied with. The key is to offer human touch in every service because this is how they would know how earnest we are in providing excellent customer support.
Hi Allen,
Thanks for the comment. I absolutely agree with you on this, sincerity of purpose and the human touch, are essential elements to delivering a long- lasting customer experience.