I really liked Rob Fuggetta’s article on generating brand advocates, the pursuit of which I think should be at the core of almost every business and marketing strategy. I agree with all five things Fuggetta says a company needs to do to create them:
- Provide an “insanely great product.”: This was one of Steve Jobs’s famous statements. Very few people go out of their way to advocate mediocre products or services. Advocacy starts with having a product or service people are eager to recommend.
- Deliver memorable service: In an era when so many products and services are similar, service is the great differentiator. Nordstrom, Zappo’s, and Four Seasons hotels are examples of companies that created legions of advocates by providing extraordinary service.
- Focus on good profits: As loyalty guru Fred Reichheld has stated, there’s a difference between good profits and bad profits. Bad profits include earnings from price gouging, cutbacks on customer service, and hidden charges.
- Do the right thing, even when it costs you money: It’s easy for companies to do the right thing when it doesn’t cost extra. But when doing the right thing costs companies money, many firms take the low road. For example, if allowing a customer to return a lemon costs you money, do it anyway. Much better to do this than create a Detractor. If your company has screwed up, admit your mistake and fix it as fast as possible. In the social media age, a handful of disgruntled customers can harm your company or brand’s cherished reputation.
- Have a social conscience or get one fast: People are more likely to recommend companies and brands that have a social conscience. When it was revealed that Nike was paying low wages to workers, its advocates abandoned the brand. Take a social stand on issues or give back to your communities. Brands like The Body Shop earn advocacy in these ways.