[September 2024] 🤘 Brand love, QR codes, & referral optimization content [+ more]

Hey it’s Mica,

Ever had an experience where a business hooked you so completely you couldn't stop talking about it?

Sometimes it’s “just the basics” and other times it’s having an emotional connection. We’ve got 2 great personal examples of companies earning our “brand love” for you to read about below.

Earlier this month we also had a referral optimization webinar (+ related support article updates), QR code feature release, and some other minor product updates.

Read on for all the details. 🤓

-Mica
Head of Operations

Two ways to get customers to talk about your business

Nailing the basics (Mica’s Story)

Sometimes you just need to do the basics really well to create a memorable experience your customers will share.

I recently experienced this, not with a flashy tech product, but with ... a roofing company.

Earlier this month, I discovered a small leak in my ceiling. Thinking it was a minor issue, I got a quote from a well-known company nearby. The sales rep was friendly but wanted to charge ~$20,000 to replace my roof. Talk about an oh s*** moment.

Panic ensues and I start researching roofing companies online, checking out review sites, asking friends, and scouring the community listserv for recommendations. I ended up with over 10 companies and got quotes from all of them.

My experience was all over the board. Some companies never called back or showed up, others tried to sell me something I didn’t need but two companies stood out. I felt heard, that I could trust them and that they would do a great job without overcharging me.

It helps when the competition is so bad (one guy didn’t even bring a ladder … I mean, come on) but providing exceptional services makes you really stand out. Elmer from Calderon Contractors (for anyone in the DC/Maryland area) was amazing. He showed up the next day to give a quote, took lots of pictures and explained what was going on (I don’t have access to my roof, so I sent him hundreds of questions), provided a fair price, and did an excellent job on time. The other company, Corely Roofing, also provided great service but I felt Calderon offered the better solution for me (even though they weren’t the cheapest).

I’ve already referred both companies to my neighbors (now if only they had a referral program).

Feeling seen (Carina’s Story)

Connecting with your customers on a personal level is another great way to create brand love.

Carina shares her experience falling in love with Llamalife - a productivity time tracker.

As for many of us, Carina is tired of seeing everyone use the same old boring messaging (it’s too vague, too salesy, not relevant). Llamalife broke through the noise by:

• Speaking to Carina’s pain (getting rid of her never-ending lists)

• Making her the hero of her story (organizing her life so she gets work done)

• and much more

Carina is not just a customer but a raving fan. Read the full article and get the tactical recommendations to make your brand standout: “Brand Love: How to Win Hearts by Connecting with Customers.”

In a world of distractions where it’s harder than ever to grab attention, brand love through doing the basics well and establishing an emotional connection has never been more important.