• Ask new customers "Who referred you to us?" If they hesitate, tell them that you like to acknowledge your loyal customers who make referrals. It is not enough to say "How did you hear about us?" Try to get the actual name and location of the referring customer. However, if they do not feel comfortable telling you this personal information, do not press them.

• Ask your known loyal customers whether they make referrals for you. You not only will get their "yes" or "no" response. Also, you will probably get an ear full of why they make recommendations.

• Send a letter to your known loyal customers telling them exactly what you are up to: That you want to identify your referring customers to thank them in some special way and would they help you identify some people (in addition to themselves) who make referrals to you.

• Get to know your customers and determine which ones match the profile of the typical "champion customer". See p. 29 - 33 of the book for a description of the profile.
  

See the book Let Your Customers Do The Talking for more ideas on how to identify your champion customers.

Main Tutorial Page

Finding Champions

Finding champion customers
Finding a reputation
Finding champion employees
Finding unhappy customers

Inspiring Champions

Inspiring champion customers
Inspiring champion employees
Inspiring unhappy customers

Thanking Champions

Thanking champion customers
Thanking champion employees
Thanking unhappy customers

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