In the “old world” (before social media) loyal customers were also your biggest advocates. They told people about you based on some type of experience they had with your company. It wasn’t easy to do this and it happened one-on-one in most cases. It would be rare that a non-customer would go out of their way to tell someone else about you.
The world has changed. Since the adoption and revolution in social media, people are talking about you all the time – whether they are a customer or not. We have talked before about the reason “ComcastCares” is in existence. Because now everyone has a megaphone and can blast them easily and quickly. Are the only people talking their customers? Nope. Some of their conversations are from people that don’t even use their service – just had an experience with them.
Today, you can build relationships with people so fast and so deep, based on your compelling content, that they are happy to share with others – and not even be your customers. Social media gives them the tools to simply “talk about you” to others in their networks. What do they talk about? Sometimes your product, but almost always your service or their experience.
Think of this in business terms. With all this talk, NOW you have the opportunity to not just rally your best customers to say good things about you, you can now tap into “non-customers” and get them saying good things about you as well. How powerful is that in growing your business? Think about it – everyone has the same megaphone. Just because they didn’t buy from you doesn’t mean they won’t talk.
