Written by Thomas Norris
The Impact of References on Customer Lifetime Advocacy
In an increasingly competitive sales landscape, sales professionals need to find ways to gain a competitive edge. With customer lifetime advocacy (CLA) becoming an increasingly important part of customer retention, understanding the impact of references on CLA is essential. What do salespeople need to know to make sure they’re leveraging references to their advantage?
What is Customer Lifetime Advocacy?
Customer lifetime advocacy (CLA) is the concept of creating and maintaining long-term relationships with customers. This involves nurturing relationships, providing value, and making sure that customers are satisfied with their experience. It requires salespeople to think beyond the sale, and consider how they can make sure that customers remain engaged and keep coming back. By leveraging references, salespeople can increase their level of advocacy and create even stronger relationships with their customers.
How Can References Help?
References are a powerful tool for salespeople to use in the pursuit of customer lifetime advocacy. A reference is a third-party individual or organization that speaks positively about a product, service, or brand. These references can come in many forms, such as customer testimonials, case studies, or reviews.
References are an effective way to establish credibility and trust with potential customers. By hearing from people who have already had a positive experience with the product or service, potential customers are more likely to become customers. This is especially true if the references are from people who are similar to the potential customers.
References can also help to build loyalty and advocacy with existing customers. By sharing the positive experiences of other customers, salespeople can demonstrate the value of their product or service and show customers that they care about their satisfaction. This can help to build relationships and encourage customers to continue using the product or service.
How Can Salespeople Leverage References?
Salespeople can leverage references in a variety of ways. Here are a few tips to get started:
• Ask for references. Reach out to your existing customers and ask them to provide a reference or testimonial. Make sure to explain why you are asking and how the reference will help.
• Share references. Once you’ve received references, make sure to share them with potential customers. This can be done through email, social media, or even in person.
• Reach out to influencers. Influencers can be a great source of references. Reach out to influencers in your industry and ask them to review your product or service.
• Track references. Track the impact of your references so that you can measure the effectiveness of your strategy. This will help you to optimize your efforts and maximize the impact of your references.
• Invest in customer success. Investing in customer success is key to ensuring that customers remain engaged and loyal. Make sure that your customer success team is well-equipped to handle customer inquiries and provide the necessary support to ensure customer satisfaction.
• Focus on relationships. Finally, remember that relationships are key to customer lifetime advocacy. Focus on building relationships with your customers and make sure to provide value throughout the customer journey.
Conclusion
References are an essential tool for salespeople looking to leverage customer lifetime advocacy. By understanding the impact of references and leveraging them effectively, salespeople can create stronger relationships and build trust and loyalty with their customers. With the right strategies in place, salespeople can ensure that their customers remain engaged and keep coming back.