Loyal Customers Don’t Give Referrals [Video]

When looking for referrals, who do you approach first, brand new or long term customers who have enjoyed using your product or service for many years? In this Vlog, Grant explains it’s not who you think…

We’re often told there’s a whole customer journey.

We nurture a prospect, they become a customer, then we delight them and satisfy them and eventually as they become loyal, they become an advocate.

But that’s simply not true.

Imagine this scenario; a new curry house opens quite near where you live and you and your partner decide to go and visit one night. You turn up to the restaurant and are absolutely delighted with the wonderful meal and experience that you have. Over the next few days you tell every friend you have what a wonderful curry experience you had, and have they tried that new restaurant?

But what happens three years on when you’ve been going to that restaurant regularly, do you still tell people? Not …