Helping brands earn fans
Customer Experience, Engagement, and Advocacy
Posted by: Nick Venturella
Artificial Intelligence (A.I.) may help your business succeed now and in the future, but Customer Intelligence (C.I.) will always win.
Here’s what I love about the business discipline of customer experience, customer engagement, customer success and advocacy it’s all about using communication to build relationships at scale, but not just any type of relationship, we’re talking about trusted, human relationships.
How do you appeal to an individual human when you are trying to build such relationships at scale?
The answer is that you speak to, and connect with, the individual. Companies are not people. People run companies.
Even if you don’t have the resources to buy fancy technology that helps you easily scale the presentation of personalized communication or information tracks to your fans and customers, you can be personal in your content by writing it as if you are writing to an individual — your target audience. This is the kind of individual with whom you know your message will resonate to help advance the relationship while bringing value to them.
A key is ensuring you’re messages bring value to the recipient without expectation of anything in return…
Or, if you do expect something in the return, that return needs to have less perceived weight in its value, take less energy, or time on the part of the recipient than the value you are providing to them.
Oh, and frame it as an opportunity, not a favor. Favors are not advocacy, they burn people out. Favors make advocates avoid you. Did I mention, don’t ask for favors?
Why is all this important if you’re a solo-practitioner, creative entrepreneur, or even a publicly traded enterprise SaaS business?
Ever since the internet came along — the second marketing rebellion, according to Mark Schaefer — the power of information transferred from companies to customers.
Customers are in control of the purchasing and buying cycles like never before. They research information and ask peers for recommendations rapidly, and in far reaching ways across the internet.
This leads to the lack of control companies have in their marketing — what Schaefer refers to as the third marketing rebellion.
Now, customers are not only in control of buying cycles, but in many ways, the marketing messages themselves because that’s what they trust — hearing from peers and others like them, not the companies producing the solutions.
So, what does this mean for you and/or your company’s marketing efforts?
It means, you have to determine how best to operationalize and facilitate your customers’ to be your marketers and sales people, and product development idea generators and support reps and partner program facilitators, and more.
The only way you’re in business is if you have customers, and in this day and age you’ll need to partner with your customers as part of your company’s extended team (perhaps the most important team members) to create great and engaging experiences that customers help shape and get to own.
Not only does this help customers have the kind of experience they want as they interact with your business, but it makes your job easier by taking the guesswork out of deciding how to provide what your customers need.
The only real way to create such a partnership is to have authentic, real communication with customers that builds trusted relationships.