Growing communities is one important KPI for marketers, but what comes next? There is a reason you want to increase the number of followers and fans and it goes beyond creating awareness or even getting your sales done. Advocacy. You want your community to become your advocates increasing their lifetime value. Here are 5 tactics to do that.
Communities help you build 2 way relationships with your audience. You don’t want to keep pushing the same branded content to your followers with a dedicated call to action. Instead you have to position your brand as part of the community, ready to offer help and support when needed. Your brand should be there defending their causes and providing relief during their time of grief without expecting something in return.
Getting a feedback from your customers serves more than one service. It shows that you are interested in what they think, it can help you learn and develop your product, but most importantly it will give you insights into your advocates. A simple rating chart can help you identify your most loyal customers and allow you to customize offerings accordingly. Between 1 – 10 how do you rate our service/product. Those who are willing to rate you at 9 and 10 are your advocates who are willing to give you their loyalty, trust and money.
People are always more luckily to share a bad experience than a good one, however sharing a great experience is most luckily. Knowing your audience can ensure you give them this great personalized experience that they will talk about online and offline for a long time. Making them your greatest advocate.
Loyalty programs are a great way to show your appreciation for your customers, however it should be more than just collecting points for discounts. Make your rewards personal or offer an experience that will keep your customers coming and talking about your brand with their community.
Many brands are guilty of cross selling and up-selling, however these strategies are not effective in building advocacy and rewarding it. Your advocates trust you and are welling to pay more for valuable services and products. Youtube and Amazon are great examples of adding value with the new Youtube Premium and Amazon Prime.