5 Reasons To Reward & Incentivise Your Customers - REASON #2

2min read

it's easy to fall into the trap of thinking that your only valuable customers are the ones spending money, when in fact the reality is that some of your most valuable customers, rather than spending money, are the ones generating it! We refer to these types of customers your “brand advocates” - these customers are the ones referring your loyalty program and special offers to their friends and family, and if they are on social media, their followers too. These types of customers are gold!

Most brand advocates are not motivated by money. What floats their boat is a desire to tell other people about their great experience with your brand and want to share this with other people to help them make better purchase decisions. This means most brand advocates are often just looking for recognition that you appreciate the good work they are doing. By building in some type of refer a friend scheme or similar you can keep your brand advocates feeling special. Perks could take the form of discounts, exclusive information/news about the business. Even recognising them in your blog or as a ‘customer of the month’ on your social media channels can be used as alternative or additional ways of showing your appreciation for their efforts.

having a loyalty scheme alone is not going to necessarily give you effective brand advocates - the level of customer service you deliver is essential. When you impress customers with your product or service, when you respond to questions, queries and complaints in a polite and timely manner, when you listen to feedback and act on or implement customer's ideas then you are well on your way to leveraging your position and being seen as providing value and benefits to your customers. This keeps your customers happy and helps you to create better relationships with them, which can help convert a regular customer into a brand advocate.