The Social Observer

The Social Media Marketing Blog by SNHU Students

How to Turn Customers Into Brand Advocates with Social Media

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Photo Credits: Creativity Included

Special kinds of customers can become “brand advocates” for your company.  These kinds of consumers are fully committed to the brand and truly believe in the product and services offered.  They go the extra mile to spread the word of this company’s services.  These people are more than just customers they feel that they are “connected to the brand” and “company values”.

Some tips on how to create customers into branding advocates can be difficult but not an unachievable task.  It takes work and guidance that at the end can be a full-filling experience.  Here are some tips on how to transform your customers into your “loudest and proudest” consumers:

Teaching them how to fish

Teaching your consumers how to help themselves only better your consumers as well as the firm.  The more knowledge that is retained the more it can be spread from one to another. For example, creating blogs that teach consumers about their services as well as changes in the industry which goes beyond addressing the present challenges help the brand become recognizable to those who are seeking to learn further than just the current problem.

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Photo Credits: Digital Union

Creating incentives for brand advocates

Another great way to create a Branding Advocate is through incentives.  Creating an incentive plan where if a current consumer shares the site information and someone they know purchases an item or specific service they both receive a discounted rate or coupon code will most certainly help spread brand awareness.  One thing to watch out for are abuse tactics and make sure that there are clauses in the small print that ensure that the person sharing their incentive doesn’t mass email/share their promo code.

And of course ALWAYS EXCEL AT CUSTOMER SERVICE!  The saying the customer is always right – even when they are completely wrong – goes along way with customers these days.  Knowing how to work with a customer regardless of the situation where everyone comes out happy is the greatest creator of brand advocates!

Resources:

4 Unconventional Ways to Turn Customers Into Brand Advocates

How to Turn Customers into Branding Advocates

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Category: Social Media Marketing 201

5 Responses

  1. Desi B says:

    Positive word of mouth and brand advocates is the best way to bring new customers on board. Many people value the opinion of friends and family over any advertising or promotion they might see. The impact of good brand advocates is far reaching.

  2. Rosanne S says:

    Hello Joanna,
    Brand advocates can spread the good word like wild fire. If all small businesses joined forces with their most happy customers the greater the reach would be. Good article.
    Rosanne

  3. Laura Holt says:

    Hello Joanne,

    We have seen many instances where a few strong voices can make a huge difference, positive or negative. One aspect of building brand advocates that many companies miss is reaching out to those strong negative voices and creating a dialogue to hopefully turn them into a brand advocate. Often I see companies on social media feeds send stock “I’m sorry” messages to complaints, others do create a separate IM to resolve the issue but the problem is the other viewers rarely see a positive outcome with either method. All they get to see is the initial angry exchange, so they wonder did anything get done to address the issue? This is why getting these negative brand advocates to turn around and post the positive outcome is really important to businesses.

  4. Joanna M says:

    Incentives for brand advocates have been getting very popular, I first noticed it with BarkBox, Instagram users were posting pictures of their order with a link for other users to use with an offer to save 10% off their order. The company gains a new customer and the current customer has incentive to continue sharing their products.

  5. […] a button (Kemp, 2017). You can even get your customers to help you spread the work if they become “brand advocates” (fans) who promote you just because they love […]

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