COVID 19 has had a powerful impact on business. Among the many changes, the pandemic has left us with is the fact that companies have become more selective. They actively seek out businesses that demonstrate and build trust.
This has led to a need for increased customer engagement. Forester research found that 72% of companies said that improving customer success was their number one priority, while Harvard Business Review reports that investing in new customers is between 5 and 25 times more expensive than retaining existing ones.
What this means is that we all need to develop more connected B2B relationships as we move away from one-time transactions to more ongoing relationships. One way to make these relationships ‘stickier’ is to embark on a ‘voice-of-the-customer’ program.
Whether you call it customer evidence, customer story, or customer advocacy program, it’s a great way to stay close to your customers and monitor their satisfaction with your product or service.
In order to tell their stories, you need to interview them, interact with them, and get them to sing your praises. These written or video stories will then be shared – whether online, at your customer events, in your marketing communications, or in customer-to-customer communications.
Through the program, you continue engagement and drive revenue from your existing customer base – and potential customers in the pipeline too. It also helps you stay closer to your customer and therefore provides a great defense against the competition.
Wings4U s.r.o. helps your brand make this whole process easier with our global team of experts, from planning to execution and delivery. How can we support you and help you get started?