In today’s Good Raving Fans Vs Bad Raving Fans post, I’m going to share with you how you can nurture your students on your eCourse to turn them into good raving fans. Let’s face it, in the online world today people are more visible and vociferous.
Moreover, they freely share their opinions and experiences, be they good or bad. Also, fans have no hesitation in complaining about a product or service they’re unhappy with.
Typically, people use social media for sharing negative feedback. If you’re the recipient, this can seriously damage your business’s reputation. On the other hand, if you work to give your customers high-quality content, and an excellent customer experience then you’re on the path to creating happy, satisfied customers who will play an important part in your success levels.
If you’ve read my 5 Profitable Online Course Models and are either planning on delivering online courses or are already doing so, then this blog post is for you.
Raving Fans in Simple Terms
Raving Fans is a term conceived by Ken Blanchard in his book, “Raving fans: A Revolutionary Approach to Customer Service“. It tells the engaging story of customers who are so overwhelmingly satisfied with the customer service and overall experience they receive from a certain company that they feel inspired to share this with everyone. So, imagine establishing a fan community of people like this who’d happily tell everyone they know about your online courses. Of course, everyone wants good raving fans, but a lot of people may not know how to attract them and keep them.
Let’s look at these 12 simple ways to turn your students into good raving fans.
1. Overall Customer Experience
This is a key element, and you want your students to enjoy the very best possible experience when they sign up to your eCourse. It’s important to pay attention to how your customers feel every time you interact with them. Your ultimate goal is to ensure your customers are happy and satisfied with their course every step of the way.
2. Always Over-Deliver
Strive to add value to your course and give your students more than they expected. Offering bonus modules, free supplementary materials, weekly Q&A calls, a private Facebook Group and so on will add significant value and show your students that you’re over-delivering on what you promised.
3. Know Your Course Inside Out
It’s essential to know every inch of your course so that you understand what your students will be experiencing as they work their way through it. So, think about their needs and wants. What do they expect from your course? How can you support them and encourage them to complete the course? What obstacles might they encounter and how can you help them overcome them?
4. Update Your Course
Another key point is making sure your course is up-to-date. By providing your students with the most current information they’ll see that you’re a professional and dedicated to their success.
5. Request Feedback
This is absolutely crucial. By listening to your fans, you get to hear what they liked and didn’t like about your course. For example, ask them for feedback via your community or ask them to participate in a survey. In fact, collating and analysing the information you gather from your students allows you to see the changes or improvements you might need to make to your course.
6. Create a Community Spirit
First thing to remember here is to welcome your students to your community and invite them to become active members. Certainly, be available to offer tips, advice and support. By being visible as a “real person” your students will feel they’re getting to know you better and this builds trust and respect.
7. Set Up a VIP List
Initiate a VIP list for your students only. Explain to your students that this is exclusively for those who purchased your course. As a member of this list they’ll receive unique content, free gifts, special discounts on new courses and so on.
8. Encourage Connection
Motivate your students to stay connected with you. Encourage them to do this in the emails you send to them. In your course modules make sure to display your social media links and ask your students to connect with you on these platforms too.
9. Share Your Own Story
Be open and honest about your own life. By sharing your experiences and the challenges you’ve faced your students will relate to you in a more personal way and feel as if they know you.
10. Establish a Brand Ambassador Program
This is an excellent method to work with your students in a mutually beneficial way. Galvanize your students to promote your business via their own networks, social media, community forums and so on. Explain to them that they can make a significant commission by doing this.
11. Share Student Success Stories
Everyone loves a success story. Collect testimonials from your students and feature these success stories on your blog, emails and social media posts. This can inspire friendly competition within your community. Which student will be the subject of your next success story?
12. Provide Excellent Customer Service
It goes without saying that you should provide the very best customer experience. Listen to your students and respond to them accordingly. Always be approachable, friendly, and polite in your exchanges with them. People always remember the times they receive exceptional customer service.
No matter how fantastic your course is negative reviews can happen. According to American Express bad raving fans tell on average, 15 people how bad their customer experience was. This type of coverage can seriously risk the good reputation you’ve been building.
Here are 5 ways to help you deal with unsatisfied students.
1. Don’t Take it Personally
If you’re anything like me your feelings can be hurt easily, especially when you’re striving to provide the best user experience and for some reason certain people are still unhappy. Please don’t take this negative feedback personally and don’t reply immediately. Take time to think about your response, and at all times remain your professional self. Keep this negative feedback in perspective. Don’t allow it to drag you down. I know we all take criticism personally. However, remember it’s only one person’s opinion.
2. Be Transparent
It’s imperative to make your reply to them in the same channel you received their feedback on. If they left a negative comment on Facebook, then make your response there. Obviously, this will be public but don’t delete their comment or block them before you provide a measured response. This offers you the opportunity to present your core values and at the same time reiterate how important your students are to you. It’s impossible to please everyone but challenge yourself to have a good go at trying!
3. Apologize and Move On
Sometimes all it takes is an apology from you and an acknowledgement of their disappointment for them to move on and even retract their feedback. I know it can be difficult but please try not to get angry or rude as this will reflect badly on your business. Always think carefully about what you’re going to say before you respond. Thank them for taking the time to send their feedback. Accept your role in the problem. For example, did your support not live up to their expectations? Clarify the changes you’re implementing so this doesn’t happen again. Remember to highlight some of the positive benefits and features of the course.
4. Make Amends
Discuss how you can compensate them in some way. Communicate with them personally on this and offer them solutions as to how you can resolve the matter. Now, sometimes people will complain and expect compensation even though it’s not a genuine grievance. However, it’s in your best interests to offer them a refund or some other special offer regardless. You want to nip this negativity in the bud.
Warning – If you receive the same complaints from a number of your students then it may signal that you need to make certain changes or improvements. Customer feedback is vital market research so always pay heed and use it to your advantage.
5. Follow Up
It’s crucial to follow up with the student after you’ve replied to them. Show them that you care and emphasize that they are important to you. In addition, reiterate the steps you’re taking to resolve the problem they brought to your attention. Sometimes it might be that they are just the wrong fit for your course. However, by being patient, listening to their grievances, and responding appropriately you might just win them over.
Converting your customers into good raving fans starts with providing them with a memorable customer experience. If they feel that your course provided them with everything they expected and more and that you their success mattered to you then there’s a high probability that they’ll give you rave reviews.
I hope you found my Good Raving Fans Vs Bad Raving Fans post useful. Just remember that guiding your students in a kind and considerate way goes a long way to gaining their respect and trust. Above all, be transparent and listen to them.
To Your Success!
