In a recent Colloquy survey, just 58% of customers say they recommend products or services. This is down from 73%, a 20% decrease, since 2008.
Experts attribute this to the fact that people aren’t buying as much during the recession so they have less to say.
However, we know that during the recession customer service has become more important to customers. So as long as you have customers, and you are providing outstanding customer service, you can get your customers to talk about you — if you ask them.
- Remind your customers that their business is very important to you and you want to ensure they are happy. Let them know you’re working to build your business with referrals and you would appreciate it if they would tell their friends and neighbors about what they like about your products and services.
- Ask them to post reviews or testimonials on your website.
- Ask them to become Facebook fans and to post something on Facebook about their experience with your company.
- Ask them to fill out a customer comment card or a customer satisfaction survey. Once they do, let them know how much you appreciate their feedback.
- Have a Flip camera and ask them to provide a 30-second endorsement about your company that you can add to your website.
Customers, especially “raving fans,” want to see the businesses they support survive and thrive. Don’t be afraid to let your customers know how they can help you, but not until after you’ve confirmed that you’ve helped them.
How do you generate customer referrals today?