Supercharge your customer loyalty: Turning satisfied customers into raving fans

By Jenny Yu.  

Learn about how implementing a referral rewards program can transform your marketing strategy. 

While there are so many new digital tools in the marketing sphere, one strategy remains timeless: word of mouth referrals. In a recent episode of Roofing Road Trips®, Megan Ellsworth sat down with Rebecca Mayo, director of partnerships for gFour Marketing, to discuss why referrals are still essential to a business’s longevity and how to develop a healthy referral strategy to keep customers coming in year-round.  

Since 2009, gFour Marketing has helped hundreds of home improvement companies transform satisfied customers into enthusiastic ambassadors through their referral rewards programs. These ambassadors then turn warm leads into new satisfied customers, and the cycle continues, encapsulated by gFour’s catchphrase, “supercharge your customer.” 

“Basically, take your customer and create a raving fan out of them so that they will turn around in their communities and their markets and refer your company to every single person that they know,” Rebecca explained. “Having a program in place is great, especially for roofers, because it's going to just keep those leads coming in.”  

Oftentimes, business owners get sucked into the weeds of the day-to-day operations. Having a referral rewards program is a great way to lower the margin of spending, streamline marketing operations and maximize profits by tapping into a referral network. To establish an effective referral strategy, consistency is key.  

“It doesn't have to be this huge, monumental effort every single time. It's just about being consistent,” Rebecca shared. “Making sure that your customer experience is fantastic consistently. It's about making sure that you're training your sales team to make the ask for the referral consistently. 91% of happy customers are likely to refer your business.” 

So, if so many happy customers are willing to make referrals, why do only 29% do so?  

“It’s like what Wayne Gretzky said,” Rebecca stated, “you miss 100% of the shots you don't take. You miss 100% of the referrals you don't ask for, so we want to make sure we're asking. If you can build that consistent communication effort into the business, that's a great place to start.” 

Read the transcript or Listen to the podcast to learn more about how referrals are the key to long-term success.