As promised, I attended the Creating Customer Evangelists webinar today and found it to be very…inspirational :). As the speakers explained it, “evangelism” means having a volunteer force of individuals who have a deep connection with the company and who will go to bat for you among their peers and prospects. They rightly pointed out that customer satisfaction is a far cry from loyalty and that we should aim to reach the 20-25% of our customers who have the potential to become evangelists. Turns out that what this 20-25% wants most is access to the inner-workings of the organizations they love and to share their enthusiasm for the products/services with others.
The speakers outlined the 6 tenets of creating evangelists, the most important of which is #1: Customer plus delta, meaning we should gather feedback from patrons on a regular basis to correct problems. The other tenets about sharing knowledge, building buzz, creating community, making smaller chunks of complex services, and having a cause were helpful also. I really enjoyed hearing these strategies because I think librarians could excel at this kind of marketing strategy. We’re already natural information sharers and community builders, and we definitely have a cause! I also like that this is not a generic kind of marketing, but a personal one that values relationships over transactions.
I highly recommend that you review the presentation if you get a chance. It should be posted tomorrow afternoon at http://www.livemeeting.com/archive. I’m going to try to read the book Creating Customer Evangelists when I can and pass along what I discover. I think this is an important route for librarians to explore since there is a growing cynicism toward traditional marketing, especially among young people. Besides, what better way to market than have your fans do it for you?
Thursday, September 22, 2005
Amen to customer evangelists!
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