Digitally Transform your Customers into Brand Ambassadors

Razan Saleh

Content Manager – MENA

Acquiring new customers can be a challenging goal in its own right, but your efforts should not stop there. Every business strives to have high levels of customer loyalty and brand ambassadors advocating for their service/ product to friends and family. Take a minute and ask yourself who your clients are and how you can attract them to become your ambassadors without being paid to do so.

Of course, this is easier said than done. Turning a customer into a fan is difficult enough; turning a fan into a die-hard brand ambassador requires a level of loyalty that extends beyond business transactions and establishes a strong emotional bond. This level of loyalty builds the strongest kind of customer base; one that’s always ready to spread the word.

The Importance of Turning Customers Into Brand Ambassadors

While a happy customer may leave an online review of your product, the customer-turned-brand ambassador goes above and beyond, writing comprehensive reviews, posting photographs of themselves using your products or services, and ultimately advocating for your brand.

According to a recent study by American Express, up to 92% of consumers trust peer recommendations. On average, happy customers will refer 11 or more people. If you multiply that number by thousands of customers, you have a considerable opportunity for customer acquisition. To better understand customer satisfaction, consider this: If customers live through an exceptional experience with a brand then they’re most likely to become satisfied; bringing you new referrals through positive word of mouth.

Satisfaction : lived experience > expectations

How Does a Business Turn Customers Into Brand Ambassadors?

A business will counteract the inevitable negative feedback from consumers that are hard to please by cultivating a customer community that fosters loyal brand ambassadors. Although there are many ways to do this, a blend of any or all of the three practices below seems to work best.

Strive to be Customer-Centric

Customer Centricity involves collecting customer data through surveys and other channels, analyzing that data to determine who a company’s highest-valued customers are, and creating experiences and offers that fit those customers. If there’s anything the pandemic has taught us, it’s that consumers want to connect with brands on a personal level. It’s not enough to optimize the path to purchase. You must take the opportunity to provide your audience with useful services and experiences based on their actions and sentiments.

Adopting an omnichannel customer engagement approach allows you to unify customer data collected from previous interactions through multiple channels create unique profiles to deliver personalized moments that matter. With Infobip’s engagement solutions, you can easily gather data from all your online and offline sources such as:

  • Websites
  • Apps
  • Contact Center
  • CRM
  • Loyalty cards
  • Payment system

Why is that important? Because it shows your customers that you see them as individuals, understand their preferences, and know what they are looking for.

Deliver Top-notch Customer Service Through Fast and Contextualized Support

If product excellence is the foundation of your “brand ambassador” house, then customer service is the inviting front door. People are disappointed when they discover that a product they want is followed by poor or inadequate customer service. Building ambassadorship requires constant monitoring, tracking, and improvement of customer service practices.

Setting up a cloud contact center helps you deliver top-notch service and increase satisfaction and retention. Infobip’s Conversations allows you to unify communication and manage customer support through a single interface. Driven by the availability of new tools and technologies, cloud-based contact centers provide a means of reducing customer service friction and enhancing customer experience through seamless scalability, faster response times, more informed customer service agents, and 24/7 accessibility.

Get to Know Your Customers and Make it Worthwhile to Engage with Them

Businesses should always thank customers who compliment their service or product as customers quickly lose interest in a brand if they believe they’re uninterested in their reviews. Today’s analytics make identifying the most prominent brand ambassadors simpler than ever, and rewarding them with a special discount, free delivery, or a free trial of a new service is a perfect way to show them you appreciate their loyalty.

Infobip’s Moments lets you do that and much more! It allows you to personalize each customer’s journey through tailored messaging while using the channels of their choice, guaranteed to turn new customers into repeat loyal customers. With Moments, you’ll know who your loyal customers are, how they’ve engaged with you in the past, and what they are interested in now, making it easy for you to react to their behavior, anticipate their needs, and send relevant and customized offers over their preferred channel.

Concluding Statement

Striving to turn customers into brand ambassadors enhances the value of your product, increases your customers’ satisfaction, and drives your business forward through positive word of mouth. Once your customers are loyal to you, they will believe that your brand adds intangible value to their lives. It’s time to take advantage of this once-in-a-lifetime opportunity to reinvent and redesign your digital customer experience strategy; Start with providing an excellent product or solution, deliver exceptional customer service, and then use an effective strategy to provoke the best feedback and reviews.

May 18th, 2021
4 min read