It’s one of the oldest cliches in business - do right by a client and they’ll tell three people, do wrong by them, and they’ll tell 10 (or something like that)….
The question is - how do you flip those disproportionate numbers around, and have a happy client tell as many people as they can about what a fantastic job you’re doing and how much they’re enjoying your product/service?
The answer is deceptively simple: Deliver. Consistently.
Don’t promise the moon and deliver blue cheese - make it happen, or, fall on your sword and make it right.
Doing what you say you’re going to do (ie; deliver consistently) is the easiest and best way to create “Brand Evangelists” who will take their positive experience with your company out to their contacts, their co-workers and colleagues, essentially, their world.
This isn’t as simple as just referrals - this is the next level - where your product/service becomes a discussed topic - and you’re presented as a definitive answer to the question of competition - effectively taking any other players completely out of the equation….
A Brand Evangelist turns “oh - try this company” into “you HAVE to call so and so -they’re who I use, and they’re the BEST!!”
Everyone wants to have “someone” that they know and trust in a specific area of expertise - why not make it you and your company?
In telecom, you will find most people will rate their vendor as “satisfactory” at the best of times - so you can imagine the uphill battle that we have in creating Brand Evangelists…. However, we’ve succeeded on more that a few occasions, and we’re continuing to grow - not because of a lofty marketing budget (don’t we all wish for one of those…..) but because of our clients - who are continuing to promote our brand for us - not because there’s necessarily anything in it for them - but because we’ve done a great job - and delivered on what we said we would, consistently.
We all want our clients to become our Brand Evangelists - for the simple reason that if you do what you are supposed to do as a vendor, deliver consistently then you gain an organic marketing team - a pack of roaming Brand Evangelists, spreading the good word for your brand - completely cost free.
In the age of communication that we live in - where the term word of takes on a whole new meaning - a few enthusiastic words about your company will go far further than you can imagine.
If a small telecommunications company can do that - why can’t you?