Written by Thomas Norris
The customer experience is the most important factor when it comes to successful sales and repeat business. Every touchpoint between a customer and a business has the potential to shape their opinion and enhance their experience. By incorporating references into every touchpoint, businesses can create a competitive edge in sales and help to ensure repeat customers.
When it comes to sales, references are one of the most valuable tools available. Asking customers for references, or allowing them to provide references, provides businesses with an invaluable source of feedback and insight into how their products or services are viewed by others. Not only does this provide businesses with an invaluable look into their customer’s perspective, but references also act as a powerful marketing tool. By leveraging the experiences and opinions of existing customers, businesses can further strengthen their reputation and build trust with potential customers.
The customer experience should be thought of as a journey, with each touchpoint serving as an opportunity to leave a lasting impression. When it comes to incorporating references into the customer experience, there are several key components to consider. These include:
1. Asking for references - Businesses should always ask customers for references, or allow them to provide references. This is important to ensure that businesses are receiving honest and accurate feedback. Additionally, it provides businesses with an opportunity to build relationships with customers by allowing them to share their experiences.
2. Leveraging references - Once businesses have references, they should leverage them to strengthen their reputation and build trust with potential customers. This can be done by sharing customer stories, featuring customer testimonials, or simply highlighting customer experiences.
3. Keeping references current - References should be kept up to date and relevant to ensure that businesses are providing their customers with the best possible experience. This can be done by periodically asking for new references, or updating existing references to reflect current customer experiences and opinions.
4. Utilizing references in marketing and sales - References should be used to strengthen marketing and sales efforts. This can be done by incorporating customer stories into sales pitches, or by leveraging references in marketing campaigns.
By incorporating references into every touchpoint, businesses can create a competitive edge in sales and help to ensure repeat customers. Not only does this provide businesses with an invaluable source of feedback and insight into how their products or services are viewed by others, but it also allows them to strengthen their reputation and build trust with potential customers. Additionally, it provides businesses with an opportunity to shape the customer experience by leveraging customer stories and experiences.
References can be a powerful tool for businesses. However, it is important to ensure that references are kept up to date and relevant. This can be done by periodically asking for new references or updating existing references to reflect current customer experiences and opinions. Additionally, businesses should leverage references to strengthen their reputation and build trust with potential customers. By integrating references into the customer experience, businesses can create a competitive edge and help to ensure repeat customers.