How To Turn Your Users Into Advocates
To succeed in the modern market, companies need to do more than produce an excellent product or provide reliable service: They need to turn their faithful users into advocates. Let’s find out how.
(This article is kindly sponsored by Adobe.) As businesses become more consumer-oriented, competition grows fiercer. Thousands of companies worldwide are struggling each day to gain more market share and to win over new consumers. A significant number of companies concentrate only on acquiring new customers — they allocate enormous marketing budgets trying to strengthen their customer base. But acquiring new customers only becomes harder and more expensive. According to the 2017 Digital Advertising Report by Adobe, ad costs are seeing growth five times faster than US inflation rates.
In an attempt to find new customers, companies often forget to think of ways to engage with existing users. However, acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining an existing one.
To succeed in the modern market, companies need to do more than produce an excellent product or provide reliable service: They need to turn their faithful users into advocates.
In this article, I’m going to discuss:
- who are product advocates,
- actionable ways to turn your customers into brand advocates,
- what to consider when creating a strategy for advocacy.
Who Are Product Advocates?
Brand advocates are people who feel so positively about a brand that they want to recommend it to others. They’re often called volunteer marketers because they pass on positive word-of-mouth messages about the brand to other people (both offline and online). Advocates do it organically — money is not the primary reason why they promote a brand or product; they promote it because they truly believe in the brand.
Why Advocacy Is Great
Who sells your products or services? You might think it the sole responsibility of the sales and marketing team. Yes, for a long time, sales and marketing was the team responsible for product growth, but the situation has changed. Your customers have quickly become the most critical people to sell what you’re offering. More specifically, your customers have become keen advocates for your product or service. Advocates can be a key part of growing your customer base:
- Organic promotion
Brand advocacy is the modern form of traditional word-of-mouth marketing. And word of mouth about a product or service is one of the most powerful forms of advertising; when regular people recommend a product, their message carries more weight than a paid advertisement. According to a McKinsey study, word of mouth can generate more than double the sales of paid advertising.
- Authentic reviews and testimonials
Social proof plays a vital part in the process of product selection. Reading reviews and testimonials is the first step potential users make when researching a product; reviews and testimonials play a role in the wisdom of the crowd. And advocates can be excellent sources of reviews and testimonials. According to Google, 19% of brand advocates share their experiences online in their networks — twice as many as non-brand advocates.
- Brand awareness
Advocates use the power of social channels to amplify a brand’s exposure. As a result, they can reach out to people you might not have considered.
- Valuable customer feedback loops
Advocates can provide valuable customer insights. Their insights can help you formulate more focused, customer-centric product road maps.
Loyalty And Advocacy Are Not The Same Thing
Many people confuse loyalists and brand advocates. Brand loyalists and advocates aren’t the same groups of customers. Loyal customers are people who stay with your brand. For example, if you run an e-commerce store, loyal customers will be your return buyers. But they might not actively promote your brand to others (i.e. they might not be comfortable with sharing information about your brand publicly).
Advocates, on the other hand, are people who not only are loyal to your brand, but also proactively talk up and advocate for your company to their own networks. The word “proactive” is key here. Advocates invest in the success of your brand heavily. The goal is to turn brand loyalists into brand advocates.
Who Has The Potential To Become A Brand Advocate?
Your existing customers are the most apparent advocates for your brand. Let’s define the groups of existing users who likely to be interested in a brand advocacy program:
Promoters are people who participate in an NPS survey, a single-question survey that sounds like, “On a scale of 0 to 10, how likely are you to recommend us to your friends, family, or colleagues?”, and who answers 9 or 10.
These are existing customers who refer new users to your product.
- Repeat visitors
Repeat visitors are highly engaged and interested in the content you provide.
- Social sharers
These are people who share your content on social media on a regular basis.
Critics leave feedback about your product or service.
However, your customers are not your only advocates. The best brand advocates are people who work with you: your employees. Communications marketing firm Edelman found that 52% of consumers view employees as very credible sources of information about a brand.
How To Encourage Advocacy
Getting customers to advocate for a brand is a lot different from getting them to buy products or services. Users don’t become advocates without reason. To acquire a brand ambassador, companies need to create the conditions that generate not only happy customers, but true customer advocates.
Don’t Try To Force It
Pushing people towards a particular type of action typically results in them doing the opposite. Don’t try to force advocacy; it should be completely natural.
Create A Delightful UX
Designing for the user experience has a lot more to it than making a product usable. It’s also important to generate a certain positive emotional effect while people are using a product. After all, user experience is about how users feel when they interact with a product. As humans, we establish some sort of an emotional connection with all of the products we use. It’s possible to establish a deeper connection with a product by adding elements that generate positive emotions at multiple points along that journey.