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How to Build a Strong Customer Referral Program in 2024

Ginny Dwyer April 24, 2024 2192 Views 4 min read Share

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Word-of-mouth is one of the most potent forms of marketing. People talk about products or services they like and the businesses that offer them. A customer referral program is vital to any business because it is a solid acquisition channel at little to no cost. Referral marketing has been proven effective in optimizing conversions, generating 3-5 times higher than other channels.

74% of consumers identify word-of-mouth as a key influencer in purchasing decisions. (Annex Cloud)As it is such an effective marketing strategy to help drive business, we will explain what referral programs are and the different types and give you tips for building a successful referral program.

How Valuable is a Customer Referral Program?

Data says it all: Companies found that referred customers have a 30% higher conversion rate, a 16% higher lifetime value rate, and a 37% higher retention rate than leads from other marketing channels. Referral programs are a way to acquire (and retain) customers because people trust recommendations from friends, family, and peers—making them extremely valuable.

60% of marketers believe referral programs bring in a high volume of leads  

How Referral Marketing Works

Referral marketing is a cost-effective strategy using your customers as advocates to spread the word about your brand and services to new customers. If you provide great customer service, word-of-mouth referrals can happen naturally. A referral program can also offer a ‘reward’ to existing customers who refer new customers who purchase. Here’s why it’s so effective:

• You get to tap into an extended audience—your potential referrer’s social circles.
• Your referral builds trust and confidence in your products or services, a dynamic part of social proof.
• Referral prospects are ‘warmer’ leads.

How to Get Referrals from Customers

1. Start with providing an exceptional product or service

Loyalty is earned. Customers who are happy with your product or service will mention it to others in their network. It is a powerful form of marketing based on personal experience. When you become an indispensable resource for them, they will advocate for you.

2. Identify your best customers

Reach out to your clients or customers who have had a great experience and results with your service. Ask your current clients what they enjoyed most about your service to make them feel involved in the success. This helps build partnerships.

3. Understand the difference between a referral and a lead

A referral has more potential for becoming a working relationship than a cold lead. Talk to your customers and have them recommend someone in the same situation they were in before working with you. Doing this can build a better connection. Don’t be shy; ask for an introduction. The introduction goes a long way. Trust and credibility are essential for any marketer, especially those targeting B2B audiences. They are putting their reputation on the line.

4. Share your content and resources across multiple channels

47% of buyers read 3-5 pieces of content before engaging with sales. (HubSpot)Repurposing content for distribution across multiple channels is a smart way to maximize reach and impact. Every piece of content you publish is a chance to reach your targeted audience, increasing the chances of your customer reading an article and sharing it with their network.

5. Make it easy for your customers to refer

Make it easy for customers to refer their peers. Implement a user-friendly email invite or social media sharing buttons, and minimize the steps for them. A good email template asking for a referral will simplify the referral process.

6. Personalize the experience

The power of personalized referrals is that they come from a trusted source. But it goes deeper. When we have a positive experience with a product or service, we tend to share the experience with others—especially if it is personalized. Sharing experiences, we say, ‘It worked for me, maybe it’ll work for you.’ If the person reviewing the recommendation has the same goals, challenges, and needs, they will be more apt to gather additional information. And if they share the same job title, it goes to another level.

Final Thoughts on Customer Referral Programs

Referral programs generate leads and sales through the power of trust. The main goal of a referral program is to attract new customers who are a good fit for your brand. Who is better than a happy customer using the product and having success? A customer referral program is a great way to retain customers and drive word-of-mouth marketing. Creating advocates for your company (who know your business best) will boost referrals and continue to grow your business. A conscious effort to educate and inform your customers and potential customers will bring new customers directly to you and keep your existing customers happy.

Creating quality content will continue to attract the right audience, engage them, and work towards getting them to take action. If you’re a B2B owner or marketing leader, you and your team probably don’t have the time to spend hours every week contemplating content with all its intricacies. If this sounds like you, our team is here to deliver your content growth model.

Schedule a quick assessment with a growth strategist to learn more about our content growth strategies and start scaling your business.