What is your customer script?

Oh, wait, you didn’t know they needed one?

If brand is all about reputation, than nothing beats it when that reputation spreads organically through word of mouth. You can’t be all places at once, so it pays to turn your customers into your own private evangelist army.

Many power brands revel in the fact that customers love them so much, those fans will generate content on their own accord – without pay – that promotes the company. Virgin America enjoys You Tube videos created by their happy passengers. Local businesses love seeing hundreds of stellar Yelp reviews from fans.

But you also want those messages highlighting the things you want your brand to represent. Meaning, you have to find some way to give your customers a script – or the main talking points – so that the message they are spreading is aligned with the one you want out in the world.  Do you want people to talk about your low prices or your artisan craftsmanship? Do you want the first thing they talk about to be your generous return policy or your quirky and fun email newsletter and brand voice?

What do you want to be known for? What is most important? One way to ensure customers know the script is to ensure that YOU do. I work with clients to build messaging platforms. Messaging platforms are internal tools designed to keep all your marketing on script for the three main messages you want to communicate about your brand. It then digs into each benefit and provides proof points that can be cited to explain why you can make that benefit claim.

Think about a conversation between a customer and a friend. What do you want them to say about you? What do you want the headline to be? Craft your messaging platform to ensure three clear benefits are conveyed in everything that you do, such as your website, your marketing, your ads. This way, you are arming your customers with the right script to share with others.

In order to control the external message as much as you can, you need to clarify the message internally first. Don’t just hope your customers will say the right things. Craft your messaging platform based on your brand and your authentic strengths and then bang the drum around those three main messages over and over again. Pretty soon, your customers will learn the script, too.

What is your customer script? What are the three main benefits you provide or things you want people talking about? Please share in the Comments!

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