Creating Customer Evangelists How Loyal Customers Become a Volunteer Sales Force By Ben McConnell and Jackie Huba Javier Avell á n Schipul - The Web Marketing Company www.schipul.com Jackie Huba and Ben Martin at the ASAE Conference 2007 Flickr Photo by Schipulites

How Loyal Customers Become a Volunteer Sales Force

By Ben McConnell and Jackie Huba

What we’ll cover How do people get information about… Do we have customer evangelists?... the 7 clues Six Tenets of Customer Evangelism Discuss what we are doing right and what we can improve

How do people get information about…

Do we have customer evangelists?... the 7 clues

Six Tenets of Customer Evangelism

Discuss what we are doing right and what we can improve

How do people get info about… SOURCE: Roper Reports

Do we currently have any customers evangelists? (7 clues) Passionately recommend us to friends, neighbors, colleagues? Believe in our company and us? Purchase our services as gifts? Provide unsolicited praise or suggestions for improvements? Do our customers…

Passionately recommend us to friends, neighbors, colleagues?

Believe in our company and us?

Purchase our services as gifts?

Provide unsolicited praise or suggestions for improvements?

Do we currently have any customers evangelists? (7 clues continued) Forgive occasional sub par seasons or dips in customer service? Refer clients without expecting a reward? Feel part of something bigger than themselves? Do our customers…

Forgive occasional sub par seasons or dips in customer service?

Refer clients without expecting a reward?

Feel part of something bigger than themselves?

Your turn: What companies do you evangelize for?

Your turn: Who are our Evangelists? ?????????????????????????

Six Tenets of Customer Evangelism Customer plus-delta Napsterize knowledge Build the buzz

Customer plus-delta

Napsterize knowledge

Build the buzz

Six Tenets of Customer Evangelism (continued) Create community Make bite-size chunks Create a cause

Create community

Make bite-size chunks

Create a cause

To Re-Cap The importance of Word of Mouth advertising 7 clues to customer evangelism 6 Tenets

The importance of Word of Mouth advertising

7 clues to customer evangelism

6 Tenets

Open Discussion What are we are currently doing right? What we can improve? Javier Avell á n Schipul - The Web Marketing Company www.schipul.com

Open Discussion

What are we are currently doing right?

What we can improve?