With such a competitive market in many industries these days, brands are looking for a way to reinvent themselves; to offer something different to their current client base with the same goal in mind: referrals.

Whats with referrals and how does impact our companys performance? Lets put it this way: Your e-store gets around 15-20 orders a day, and 2 of them happened to experience issues on the users end. You can say: well, its the clients fault for not reading carefully how the product is expected to be used, but also you can look at this from the customers side and help the user to solve the issue experienced, thus getting a thumbs-up in what Customer Service respects.

Photo courtesy of Pixabay

The first answer to the scenario we showcased will undoubtedly lead to bad propaganda, as you simply dont care about what your clients do with your products as long as you get enough sales a day. And bad propaganda translates into lower sales, eventually to a business bankruptcy. However, if we choose the second approach, we will not only experience the customers gratitude but also good, free advertisement on how does our company responds to customers complaints. Thats the power of referrals.

Tactics to Improve Customers Experience

There are countless ways in which we can help our clients to feel more comfortable at the moment of acquiring our products or services. Depending on the style of business we have, then we can trace strategies that certainly will help our company to reach a broader audience in no-time.

For e-shops, its all about Customer Service. Since you dont have a physical place in which your clients can claim assistance, or even in some cases you dont count with the services of a phone line for which your clients could get assistance, then the best shot you got is to acquire the services of a Live Chat provider. There are multiple clients for these tools, as we can name TidioChat or Zopim; therefore, weigh pros and cons of each Live Chat client prior making your choice. The essential aspects you need to take into consideration are:

In case you have a physical office to sell your products or services, you need to work essentially on infrastructure and extra services that can sum up for the user satisfaction.

For starters, make your goal to build a cozy office: designers furniture, coffee machines available for clients without paying any extra fees and a television streaming music videos or news broadcast (for those cases in which clients need to wait a long time). Its also important to acknowledge potential issues that your office space may have, as is the case with low-signal coverage, as tends to happen in certain buildings or city areas far too crowded with antennas and overlapping Wi-Fi signals. Further information on this behalf can be studied in this infographic courtesy of ForRent.com

Our endgame in getting referrals is to boost sales, the prime goal of any company. However, to fully understand the impact that clients input can do for our business, it would be best to explain, in clear numbers, how good referrals can be a game changer.

Thanks to a study hosted by the communications marketing firm Edelman in 2014, we can assume that 68% of customers trust the reviews posted online, being 84% of those customers potential buyers due to the recommendations made at credible sources of information (i.e.: Amazon, PCMag, CNet, etc.). Therefore, how does a proper referral system works?

Start by building a name out of your brand: you can do this by getting review blog posts of the products you are offering to your clients at authority websites (or respected websites if you cannot reach an authority websites editor as your brand hasnt grown enough yet). That way, you are making a buzz about what your company provides, but that isnt enough to bring clients on its own.

Invest time and resources in hosting a place at your website where clients can upload their thoughts about your products/services as customer reviews. Visual aids also help, and many plugins on the market can offer these services without much hassle. Be sure also to give something back to encourage those reviews, like an exclusive product that cannot be acquired by any other mean, or a discount code for an upcoming order.

By putting these strategies into practice, you are not only growing your brands name but also giving something back to the community. Be creative, make a name out of yourself.

Good luck!

VikasAgrawal

Infobrandz

Vikas Agrawal is a start-up Investor and co-founder of the Infographic design agency Infobrandz.com, He is a highly influential research analyst and strategic marketing consultant. Vikas advises and plans the visual marketing campaigns of Medium to Large companies. Vikas has worked globally across multiple industries including retail, financial services, logistics, manufacturing, telecoms and pharmaceuticals deploying effective strategic marketing plans and methodologies. A renowned blogger on the subject of Technology, Marketing and Entrepreneurship.

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