by Guest Blogger, Marc Gordon, “The Customer Experience Expert”
- Ask in person and on time. Don’t be embarrassed to ask or wait too long until the customer’s enthusiasm has waned. Ask as soon as possible, like when you’re getting paid, the day the product arrives or the job is done. Confirm they are happy with what you provided, then ask if you could “quote them on that” or if they would be willing to put something in writing. Trust me, asking in person is best, followed by the phone. Avoid using email or text.
- Offer to write it for them. Many customer will gladly provide you a testimonial, but never get around to it. So offer to write one for them with their right to edit it as needed. Almost all of them will gladly accept your offer.
- Cover key points. Regardless of who writes the testimonial, try to avoid rambling sentences about how awesome you are. Keep it short and objective. Describe what the customer needed and how you were able to help them. Then wrap it up with an emotional statement describing the buying experience.
- Aim for full name and photo. Most testimonials are fake and people know it. Keep them authentic by using full names whenever possible. Including a photo along with the customer’s name is even better. Be sure to get permission first.
- Show gratitude. Publicly sharing a buying experience with the world is a big commitment. Be sure to thank them with a hand written note or small gift. It will be one of the wisest things you ever do.
Marc Gordon is marketing communications and business relationship expert with over 25 years of hands on experience and the president of his own agency. He has been referred to as “Canada’s Marketing Superstar” by the Oprah Winfrey Network. Marc Gordon shows organizations how marketing can build relationships and strengthen customer loyalty.
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