Samsung had a great commercial out this year, it promoted their array of smart devices. People would be watching a media clip on their Samsung device laughing at the content and showing it to someone with these words: "You need to see this."
Aren't those words extremely powerful? Have you ever said "no" to a friend who says this to you? Consumers are all about making buying decisions with the heavy hand of a friend's recommendation. Nielsen reports that:
- 77% of consumers are more likely to buy a new product when learning about it from friends or family.
- 84% of consumers reported always or sometimes taking action based on personal recommendations. 70% said they did the same of online consumer opinions.
- 68% trust online opinions from other consumers, which is up 7% from 2007 and places online opinions as the third most trusted source of product information.
So are you giving your customers a reason to tell their friends about you? Are you giving them a platform to do so? Here are a few ways to get your customers and social media followers to shout from the mountaintops how much they love you.
1. Stop the hating on Yelp.
I took my pup to the vet the other day, and there was a "We're here to help before you Yelp" sign. Pretty clever! This business showed that they know they are not perfect, and will go out of their way to help you personally. I think it's smart because they may diffuse situations that lead to a negative review, and it may help turn a frustrated customer around while getting real customer feedback vs. the anonymous nature of Yelp. And hey, that now-satisfied customer will probably give this business a positive Yelp review!
2. Over-serve an angry customer.
Surprise people by giving a customer a refund or other extra perk, even if it goes against your policies. You'd be surprised what happens when you turn a customer's frown upside down. They might just tell the world how you turned around an-about-to-be-nasty situation. In fact, there is a lot of evidence that points to how these 'turned around' customers can be your most viral.
3. Surprise and delight.
Give something unexpected and cool to a customer. Toss some stickers in a shipment, send someone flowers, upgrade a shipping option (Zappos does a great job of this). Find unique ways to go the extra mile.
4. Offer an amazing customer experience.
Make it easy for your customers to interact with you. Give them a fun experience whether you have a physical location or your online experience. Surprise someone with unexpected clever website copy if someone has to wait for a page to load or if they get an error. Slack does a great job at this.
Keep in mind, you don't need to break the bank to get people talking about you. Surprise and delight in unexpected ways, and they'll start to do the 'word of mouth' work for you.
"You need to see this...": Those words are the most powerful words you can have your customers say about you or your business. You need to think about ways to get them to say those words!