Reference Marketing – what opportunities does it offer?
“The customer is always right” – this saying has more truth to it than we might initially think. However, the truth is that customer satisfaction alone is not everything.
According to data published in Global Trust in Advertising, only 30% satisfied with customer service recommend the services or products they have used.
Interestingly, nearly 75% customers openly admit that the fact that a product or service is recommended to them by family or friends significantly affects whether they decide to buy it or not. For the company, this data is a huge potential. Referral marketing is primarily based on recommendations of a given product or service. However, we must remember that for the customer to actually be able to recommend our product or service, he must be fully convinced of it.
Think like a consumer and be successful
The sales department is responsible for sales in a given enterprise and this is not subject to any discussion. According to Chip Bell, "Loyal customers will not only come back, they will not only recommend you to others, but they FORCE their friends to do business with you."
That's why the sales department, in order to be successful in selling goods and services, must start thinking like a consumer.
What can you like? What will be interesting and attractive for the customer? How to reward loyal and regular customers? In a sense, the salesperson must assume the role of the customer and think about what could actually make him not only stay with a given brand, but also be able to recommend its products and services to others without any problems.
Satisfied customers are the motivation to act
Every satisfied customer is a reason to be happy - there is no point in arguing with this fact. This does not mean, however, that we should rest on the proverbial laurels. Each positive opinion that has been issued to us, each satisfied customer is the perfect motivation for further work. Following the principle that once you have succeeded, you will surely succeed again is the basis when it comes to carrying out the correct reference marketing activities.