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Brief #107: Turning strangers into advocates

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The Simple Solutions community has become a resource across our entire marketing department, as it helps us solve a variety of our business challenges. Led to +16% Increase in Consumption, +8%x Increase in Net Promoter Score, and 52K+x Pieces of User-Generated Content.
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Brand Manager
Arm & Hammer
The Hero Skin Squad is actively sharing their positive experiences with our products, participating in product development, and helping us spread the word about our new launches. Hero Cosmetics has increased Conversions by +21% in 100 Days with Sampling and Reviews
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Amy Calhoun Robb
VP of Marketing | Hero Cosmetics
The loyalty program helped us create stronger customer engagement and we have seen the average order value increase by 25.29%
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Pia Shah
Marketing Analyst | Stride Rite
The structure which TrueLoyal proposed was backed by sound data analysis. I was amazed to see the insights we got. Our customers are now engaged better with our brand. I am more than satisfied with the program.
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Anabel Peralta
E-commerce Manager | Kid's Warehouse
We were able to capitalize on the holiday season wave with TrueLoyal's loyalty platform. Not only can TrueLoyal help reap benefits, but also sustain such growth. Our repeat purchase revenue increased by 12.45% over and above our holiday season high.
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Shelbi Johnson
Marketing Manager | Coolhorse
The results from the rewards program are encouraging; in just 6 months after launching the rewards program our customer retention rate has increased by 14X.
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Anthony Scott
Director of Digital Operations | KBS Research
TrueLoyal's data sciences team helped me to optimize the structure of our program. Within just three months after the launch, we witnessed an impressive 26.72% improvement in customer retention and a 23.39% increase in repeat purchase revenue.
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Brittany Boykow
Director of E-Commerce | LAFCO
Great service with extremely professional customer support. Very happy with the response time from these guys! Would recommend giving them a try.
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Sam Gastro
CEO | MyGiftCardSupply
TrueLoyal identified potential areas to boost the revenues and suggested strategies to achieve it. I loved their methodical approach to achieve our business objectives.
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Natalie Novak-Bauss
Owner | KPS Essentials
We wanted to unlock the true potential of our growing customer base. Our first goal was to deliver a seamless customer experience, and we love the strategic consultation offered by TrueLoyal throughout this journey.
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Annette Berg
Director of Customer Experience | Defenage
We intuitively know that loyalty reward programs help increase repeat sales. The A/B testing helped quantify the impact.
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Fabricio Sant’Anna
Marketing Manager | Nature’s Fusions

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Brief #107: Turning strangers into advocates

This content originally appeared on April 14, 2022 as part of the Future of Marketing weekly email series. Subscribe here.Welcome to Future of Marketing.Each week, we send you the most relevant trends, resources, and strategies in social and user-generated content (UGC) from leading marketers and brands around the globe. Today, we're discussing:

  • Be intentional and engage!
  • How we can improve your experience
  • #BrandCrush: National Geographic 💘

Let's dive in, shall we?

Be intentional and engage!

People go on social media to feel inspired, learn, and connect with others – not feel like they're being sold to. Yet, fifty-two percent (52%) of brand discovery happens within social media, which means the more intentional you are with your contentand the more you engage with others the more likely you'll turn passive visitors into brand advocates. Calm does a great job at staying true to their values by teaching mindfulness and mental health techniques. For example, you may have seen Calm's breathing exercise circulating around social media or television ads – where they encourage people to pause for 30 seconds, listen to nature sounds, and take a moment to be present (which we should probably all do).

A breathing exercise on Calm's Instagram page ft. a video of a waterfall with nature sounds and a 30 second timer

Calm doesn't just create intentional content – they engage fans by responding to constructive feedback in the comments.

A fan giving Calm constructive feedback by saying they love the video, but the counterclockwise bothers them vs. counting up to a sense of calm. Calm responded by thanking them and letting them know they're sharing this feedback with the team.

Takeaway: Be mindful about the content you share by aligning it with your company values, and treat social media as a communication tool to build relationships and improve people's lives – whether that's by educating, motivating, or inspiring others. The point is: make people feel something – something good. Tip: If you're not sure where to start, try asking your existing audience (i.e. customers and team) for feedback. What would they like to see from you? What's their favorite type of content? How can you help them improve? A little social listening can go a long way.

On that note…

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What we're learning

#BrandCrush: National Geographic 💘

Each week in #BrandCrush, we highlight exceptional brands that are channeling
their customers' voices to connect more authentically with their audience.Did you know National Geographic is the
second most-followedbrandaccount on Instagram – after Instagram? What even makes National Geographic so successful? For starters, they don't just post content for the sake of posting – they're incredible storytellers and they use a combination of striking photography created by their community and powerful captions written by the photographers themselves. This brings a unique (and genuine) perspective to each post that you simply cannot replicate if you've never experienced that moment yourself.

A striking image of a boy and a donkey in the night ft. on National Geographic's Instagram page alongside a caption written by the photographer

“Through @NatGeo we help people experience the planet and cultures as seen by our photographers—a special, unfiltered view,” shared Patrick Witty, National Geographic's deputy director of digital photography. They also use content to educate people about science, exploration, and adventure – and raise awareness on important global issues.

An Instagram post on National Geographic's Instagram page ft. a stingless bee and the words "this stingless beee makes medicinal honey in the Amazon. Some call it a "miracle liquid.""

TIP: Identify 3-5 topics that align with your mission and brand values – and use them as your north star when creating content. What are you known for? What can you teach? Why should anyone care? Even better, if you figure out how to effectively amplify user-generated content. We hope today's words and examples have inspired you to create more impactful content – just like these brands have done for us. Thanks for reading this far. Until next time!

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