Using Chatbots to Stay in Touch With Your Customers
Howdy chat fans. And welcome back in this lecture, we're gonna begin talking about how to use chatbots to stay in touch with customers. We typically talk about marketing and facebook chat about marketing in the context of generating new leads and generating generating new business. And of course that is probably the primary purpose of doing this and it's extremely effective for doing that. And we've already talked about tons and tons of different ideas for doing that, but we must not ignore an important part of this which is getting your customers to actually promote your brand and refer your brand and there is no better place for that to happen than on facebook where all the friends and associates and contacts and conversations and brand promotion is taking place. So let's talk about this for a little bit. So like I said, many brands mistakenly forget to stay in touch with their customers, which is their most valuable resources. In fact, in a study done by ambassador and that's the re...
ferral software that I think is really fantastic, which is worthwhile for to use. I'm not affiliated with them at all, but we have used them. Um referred customers are 16% more profitable than they're not referred counterparts according to a university of pennsylvania study, which is very interesting to note. It's not clear why this is, but most likely it's because a person is more likely to trust a brand when they were referred to the brand by someone, they know it's the most powerful form of a referral that could happen, right? A friend, telling a friend. So 16% more profitability on a first time customer that came through a referral as opposed to a customer that came through a Google search or your or a typical marketing campaign, 83% of customers report that they are willing to provide referrals. Yet only 20%, only 29% of those customers actually provide the referrals. So you have to ask the very few customers will evangelize or promote your brand organically without you asking them to do so. And that's very, very important. Mark Zuckerberg. Here's a quote from Mark Zuckerberg. If you don't know who he is, founder and Ceo of Facebook people influence people. A trusted referral influences people more than the best broadcast message. A trusted referral is the holy grail of advertising and you really can't say it better than that. So, when you realize the importance of that, you should begin to seriously think about how you could use facebook chatbots to get your current customers to promote your brand. So we want to identify now a few successful referral opportunities or a few necessary conditions and requirements for successful referrals to happen. That might be a better way to word it. So your customers or the people you're asking to promote your brand should be customers who are familiar with you, who your name and your brand. This is fresh in their mind, right? And if you and if you use chatbots successfully, up until now, up until the person became a customer, you've already done most of the hard work, right? If you're, if you're engaging with your customers through regular drip campaigns and you're sending out your new block post through rss blasters, you're not, not, not in an overwhelming way, you're not blowing up their inbox every 10 minutes. And again, there's compliance rules with facebook that we'll talk about in a later section. But if you've done it right and tactfully, your customers will know exactly who you are. Your net promoter score should be high nps. This is a concept that is commonly talked about by digital marketers. It basically means how it's, it's, it's a rating scale and different companies configure this rating scale based on different dimensions and they all configured differently. It just really just means a willingness. How willing is a specific person to promote our brand. So you could use chatbots to, to send surveys to leads and to customers and to record their willingness to share their positive experiences in the next section. We're going to talk about different principles of psychological persuasion and you're gonna be able to use those to get people to actually respond to these surveys and to actually be more willing. You could you could manipulate the situation to get people to be more willing to promote your brand. So if a person is willing to share their positive experiences and they will go on record saying that they're willing to promote their positive experiences, you're much more likely to get them to actually do that. And nowhere in the world, like I said, nowhere in the world is this better to do than on facebook? Because they're right there. They're on facebook already. It's where you want them to share their positive experiences. It's not as if you're emailing them through Gmail and now you're asking them to log into facebook or go to facebook and share this link or whatever it is, right? It's it's so native, it's so smooth when you do it this way in order to get people and customers to refer your brand, you need an audience and a platform. Well, you're in luck, we've been, you're going to be using facebook messenger bots to get to get leads to create your audiences, right? You're gonna have all those contacts, you're gonna get them for cheap, you're gonna get them profitably and you need a platform and that platform is facebook, right? You know, the hardest part of getting referrals from customers is having the right platform to do that. Right? So with mobile monkey and facebook and all the different tools that you're gonna be able to use in the back end of mobile monkey. This is the most powerful referral referral marketing solution ever on the planet. And lastly trust, right, customers will only promote your brand if they trust you, if they feel positively towards you, and this is also gonna be tied into some of the principles of persuasion we're gonna talk about in the next section and of course if they've had a pleasant experience if they like the product, if they if they if they feel that the service that you provided them has been worth their while, right and worth the price they paid or even more so um you have to remember courtesy and compliance rules and in order to make sure that your customers trust you and they've had a pleasant experience. You're gonna have to remember these compliant rules and courtesy rules with facebook always allowing them for example, to unsubscribe easily, make sure that key essential information is always available to your users and to your facebook messenger participants through the mobile monkey menu system. They can always easily access the pages they need. They can always easily unsubscribe. We'll talk about that in more detail. But as you think about setting up a referral program always in the back of your mind should be trust. So you should really write that down in your notes. And and as you think about it, as you draft out your facebook chatbots for referral marketing? Always be asking yourself at this point in the conversation. Does the customer have a good feeling about my brand? Have they gone on record? Was I able to prompt them to actually say that they had a good experience with my brand. If you can get them to say they had a good experience with my brand and they're not frustrated, they trust you, they feel like they've had a pleasant experience. Those are the prerequisite conditions to go ahead now and start asking for referrals and to and for asking people to actually go ahead and promote your brand. The next question is, okay, now I have a setting. I have an audience. I have a platform, right? I have an audience that I built through through mobile monkey and my chatbots. I have a platform, facebook and facebook messenger. I have people who trust the brand. I have previous customers who had a good experience. What is my offer? How am I going to incentivize people to promote my brand? You can't just go and ask them, hey, could you share a link and tell all your friends about what a great product and service we have a small fraction of your previous customers will go ahead and do that, but the vast majority will not do that. You need to incentivize them. And in the next two lectures, I think we're going to talk about exactly how to structure and think about these incentive programs. So I hope this has been a little bit interesting and maybe getting some ideas spinning in your head. And I will see you guys in a few seconds in the very next lecture