Referral and Word-of-Mouth Funnel Audit
Measure how customers bring other customers.
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Audit how customers bring me other customers. Business: [BUSINESS]. How people find out about us today and which share comes from referrals: [REFERRAL_DATA]. Any referral program: [PROGRAM_DESCRIPTION]. Customer satisfaction information: [SATISFACTION_DATA]. Score each stage from 1 to 5 with evidence: 1. Experience worth talking about: does the product or service create a moment people mention? 2. Asking: do we ask satisfied customers for referrals, at the right moment, in the right way? 3. Ease of sharing: link, code, forwardable message, or card; number of steps. 4. Incentive fit: is there a reason to share, and is it appropriate (and allowed [VERIFY])? 5. Landing experience for the referred person. 6. Tracking: can we attribute new customers to referrals reliably? 7. Thanks and feedback to the referrer. 8. Quality: do referred customers stay longer or spend more? Show a scorecard, the stage with the biggest leak, ten ideas ranked by effect and effort, and a 60-day plan with the numbers to track (referral rate, conversion rate of referred leads, cost per referred customer). Do not invent data. Ask what customers say when they recommend us.
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