This talk was originally presented by Samantha Anderson at SAGE Talks, put on by the Sage Executive Group in San Diego.
In order to invite your existing customers to offer referrals, you need to be able to prove to them why they should refer you to their friends. For them to refer you to qualified leads, they will have to trust you. But trust will come naturally after you have spent time building a relationship with them through the previous steps of the inbound marketing process, Attract, Convert and Close, and the final step, discussed in this article, Delight.
Yelp has really become a necessary evil for most businesses. Let's face it, no one enjoys reading negative comments about their business. But we have to reshape that thinking. It's not so much a complaint as an opportunity to turn an unhappy customer into a brand evangelist. Remember, inbound marketing isn't just about getting business, but driving loyalty through delight too.
Here's a fun fact:
"Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand." ( Harvard Business Review)