Comments on: Moving your visitors along the loyalty chain: From prospect to advocate http://www.heartinternet.co.uk/blog/2009/12/moving-your-visitors-along-the-loyalty-chain-from-prospect-to-advocate/ Web Hosting blog from Heart Internet Tue, 07 Feb 2012 09:35:46 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Pete http://www.heartinternet.co.uk/blog/2009/12/moving-your-visitors-along-the-loyalty-chain-from-prospect-to-advocate/comment-page-1/#comment-626 Pete Fri, 18 Dec 2009 17:44:36 +0000 http://www.heartinternet.co.uk/blog/?p=1621#comment-626 Nice article Nice article

]]> By: Matthew http://www.heartinternet.co.uk/blog/2009/12/moving-your-visitors-along-the-loyalty-chain-from-prospect-to-advocate/comment-page-1/#comment-613 Matthew Fri, 18 Dec 2009 14:26:16 +0000 http://www.heartinternet.co.uk/blog/?p=1621#comment-613 Eddie Thanks for the great tips, really useful. Like you say, the 'chain' does not have to be a funnel that people follow step by step, a customer can enter at any stage and/or skip one or two or even instantly become an advocate if your product/ service/ branding is strong enough. Cheers Matt Eddie

Thanks for the great tips, really useful. Like you say, the ‘chain’ does not have to be a funnel that people follow step by step, a customer can enter at any stage and/or skip one or two or even instantly become an advocate if your product/ service/ branding is strong enough.

Cheers

Matt

]]> By: Eddie Wilson http://www.heartinternet.co.uk/blog/2009/12/moving-your-visitors-along-the-loyalty-chain-from-prospect-to-advocate/comment-page-1/#comment-611 Eddie Wilson Fri, 18 Dec 2009 14:22:04 +0000 http://www.heartinternet.co.uk/blog/?p=1621#comment-611 Hi Matthew, There's certainly a lot to think about in the moving along process and some of it I have already thought of, but as a sole trader with a full time day job as well, I would be risking spreading myself a little too thin if I followed your list there so I have to move my customers from prospect to advocate immediately. It's not all that hard really. Personal interaction which you have mentioned in your list is the clincher. Blogs, forums and special offers are all great things, but in the faceless ecommerce arena what people really appreciate is the personally sent emails that say thanks for being a customer and making a purchase. It's so much nicer when you're on the receiving end than simply getting some automated response. A follow-up phone call 3 - 4 weeks after their first purchase just to check they're happy with everything goes a long way to securing that customers trust. There's three key questions to ask on the phone; Is the product meeting your expectations? Did you find the online transaction process easy to follow? Are you happy with the over all service you have received from us? It just gives your customer a sense that you'll look after their needs. Always be polite but don't try to sound too formal either. If you can strike up a conversation all the better as you can slip in the odd little question to get an idea of their level of experience and also they will feel as if they're getting to know you personally too and they will be confident that they are dealing with a friendly company who is actually interested in looking after them. Always tell a customer how nice it was talking to them and always invite them to contact you any time if they ever have a problem with your service. Whatever you do, DON'T try to sell them any extra services during the phone call otherwise you blow everything and they see you as just another company out to get as much money from them as possible. Well that's one of my commercially sensitive secrets out of the bag, but seriously, your customers will love you for that one to one interaction if you do it properly. best wishes Eddie Hi Matthew,

There’s certainly a lot to think about in the moving along process and some of it I have already thought of, but as a sole trader with a full time day job as well, I would be risking spreading myself a little too thin if I followed your list there so I have to move my customers from prospect to advocate immediately.

It’s not all that hard really. Personal interaction which you have mentioned in your list is the clincher. Blogs, forums and special offers are all great things, but in the faceless ecommerce arena what people really appreciate is the personally sent emails that say thanks for being a customer and making a purchase. It’s so much nicer when you’re on the receiving end than simply getting some automated response.

A follow-up phone call 3 – 4 weeks after their first purchase just to check they’re happy with everything goes a long way to securing that customers trust. There’s three key questions to ask on the phone; Is the product meeting your expectations? Did you find the online transaction process easy to follow? Are you happy with the over all service you have received from us? It just gives your customer a sense that you’ll look after their needs. Always be polite but don’t try to sound too formal either. If you can strike up a conversation all the better as you can slip in the odd little question to get an idea of their level of experience and also they will feel as if they’re getting to know you personally too and they will be confident that they are dealing with a friendly company who is actually interested in looking after them. Always tell a customer how nice it was talking to them and always invite them to contact you any time if they ever have a problem with your service. Whatever you do, DON’T try to sell them any extra services during the phone call otherwise you blow everything and they see you as just another company out to get as much money from them as possible.

Well that’s one of my commercially sensitive secrets out of the bag, but seriously, your customers will love you for that one to one interaction if you do it properly.

best wishes

Eddie

]]>