Happy customers are the very best way to market your business. Happy customers will tell their friends, their colleagues and their family about you. Word of mouth marketing, is still the one number way to promote your business. A study from Nielsen in 2011 stated that 92% of people will trust a personal recommendation, that far outstrips the next most trusted source, which is consumer opinions posted online, coming in at 70%
So how do you make sure that people are recommending you? Firstly deliver a great service. Secondly keep an eye on feedback. Just because your customers aren’t complaining, it doesn’t necessarily mean that they are happy.
For example, say you have an IT issue. The first time it happens you go to your IT support company and they fix it. The second time it happens you go to your IT support company and they fix it. But the third or fourth time, you are fed up of the problem, so you try and fix it yourself, so simply work around the problem. This is known as complaint fatigue.
The problem with complaint fatigue is that as a company it can be hard to spot. But you may notice it in a drop-off of recommendations. As those customers struggling with complaint fatigue will no longer recommend you to their friends and family.
Are you confident that your business is producing good word of mouth marketing, or would you like to try and improve it? With our Marketing Manager service we deliver consistent marketing for an affordable budget, and we can talk to your customers for you to get honest feedback to help you build your business.
Click below to watch the video, or call us on 0121 2225743 for a confidential conversation about your business.