From Jackie's post she identifies customer evangelists as:
A customer evangelist not only buys your products or services but believes in them so much that she is compelled to spread the word and voluntarily recruit their friends and colleagues on your behalf.
Jackie also posted a nice little graphic on the blog about going up the customer loyalty ladder. It's here where the magic happens.
In my personal experience with start ups, so much energy and attention is focused on growing new business often times the best minds and energy is diverted from customer relationships to customer acquisition. If I'm following Jackie and Ben's model, the first thing I should consider putting into place is some form of customer satisfaction, quality assurance program.
Having set up a few of these programs, I always found that a live interview about customer satisfaction is by far the most valuable form of feedback. I've tried the online survey, a questionnaire, etc. None of the feedback compared to getting the client on the phone and actually hearing the tone and actual emotion in the response. I've actually used an outside third-party to conduct the annual quality assurance review. That's where the feedback gets real interesting.
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» Your Customers as Evangelists from ManagersRealm
James Clark reported on a post concerning a customer being an “evangelist” for your company. He mentions Jackie Huba’s definition of what a “customer evangelist” is. She says, “A customer evangelist not only b... [Read More]
Tracked on: January 17, 2006 12:30 PM | Permalink to Trackback