My last article on here was about the 80/20 rule and grading your customers A, B, C and D.

I explained that “A” and “B” customers typically spend more, require less hand-holding, and foster mutually beneficial, long-lasting relationships.
If you missed that post, you can view it here.

In this article, I’m sharing some valuable insights (with examples!) on how to transform your best customers (A and B clients) into your most passionate brand advocates. Creating strategies to delight these key clients is not just about retaining them, it’s about turning them into ambassadors of your brand and your business.

Don’t have time to read this article or take action on it?
Then get in touch – I can not only help you address this, but also help you manage your time, so you have enough hours to prioritise the growth (and success) of your business!Book a slot in my calendar and let’s have a chat.

1. Personalisation is key
Tailor your interactions and offerings to meet their unique needs and preferences. Use data and feedback to create personalised experiences that demonstrate your commitment to their success. Personal touches not only enhance customer satisfaction but also foster a deeper connection, making them more likely to champion your brand.
Example: you might have a client who values efficiency when using your products or services. You could provide tailored training sessions on how to maximise the use of your products or services. These sessions can be conducted virtually or on-site, based on their location. Highlight shortcuts, advanced features, and any updates that align with their specific workflow.

2. Exclusive offers and perks
Reward your top clients with exclusive perks and offers that go beyond the standard. This could include early access to new products, special discounts, or personalised services. By making them feel valued, you not only strengthen their loyalty but also give them compelling reasons to share their positive experiences with others.
Example: You could offer priority support for VIP clients, to ensure they receive faster response times and priority handling of their inquiries.

3. Proactive communication
Regularly communicate with your clients to ensure their expectations are not just met, but exceeded. Don’t wait for them to contact you, proactively communicate with them to let them know how you’re continuously improving your products or services.
Example: Send out an email with a sneak peak into future products or services you have in the pipeline and an exclusive webinar invitation to take a look.

4. Build community engagement
Create a sense of community around your brand. Facilitate forums, events, or online platforms where your A and B clients can connect with each other. This not only enhances their relationship with your brand but also encourages them to share their positive experiences within their networks.
Example: Start a Facebook or WhatsApp group where you share exclusive content, extra support or simply allow your clients to connect with each other for collaboration.

5. Seek and showcase testimonials
Encourage your satisfied clients to share their success stories with you. Collect and showcase testimonials on your website, social media, and marketing materials. Authentic testimonials from A and B clients can serve as powerful endorsements that resonate with potential customers, leading to increased credibility and trust.
Example: Go on your Google Business profile (as admin/with edit rights), click the ‘Ask for a review’ icon to get the link to send customers so they can easily leave you a review on Google. It not only helps your Google ranking, but you can copy the review over to your website or other marketing collateral.

6. Surprise and delight
Occasionally surprise your top clients with unexpected gestures of appreciation.These “wow” moments create memorable experiences, strengthening the emotional connection between your brand and your clients.
Example: A client may have reached a big milestone in their personal or business life, e.g. the arrival of a new baby or an anniversary of when they started their business. You could send them a customised gift to celebrate.

Remember that the goal is not just to meet expectations but to exceed them, turning satisfied clients into passionate advocates.

If you’d like further guidance or have specific questions about implementing these strategies, feel free to reach out. I’m here to support you with creating a brand that inspires loyalty and advocacy.

Wishing you continued success.