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Customer Referral Programs: What You Need To Know

Learn everything you need to know before you launch your customer referral program.
4.2 (56 ratings)
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9,693 students enrolled
Created by Will Fraser
Last updated 7/2013
  • 1 hour on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
Know what a customer referral program is and is not
Calculate the economics of a customer referral program
Learn what rewards to give out and who to give them to
Discover what the goal of your customer referral program should be
Know what to measure, what it means and why it's important
Lean how to optimize your customer referral program
Learn what fraudulent behaviour to watch for
View Curriculum
  • A winning attitude!

Dear Potential Students,

My co-founders and I have been working to build customer referral programs and tools for the last two years and thought it was time to share what we have learned

I spent an afternoon in front of the camera and answered 18 of the most common questions we get and produced just over an hour of video content on building customer referral programs. 

Questions covered:

  1. The what, why and when of customer referral programs
  2. Information on what prizes to use when
  3. Customer referral program analytics
  4. How to optimize your customer referral program 

We also tossed in a bonus section on the rarely talked about area of customer referral program fraud. 

If you take this course you will learn how customer referral programs can:

  1. Grow your web app,
  2. Increase your revenue,
  3. and, Make you look like a marketing rock star.

Also, this is all free. So please click the yellow button labeled "Start Learning Now" at the top of the page and start learning.

Who is the target audience?
  • Marketers of Web Apps / SaaS Apps
  • Growth Hackers looking for another great tool
  • Online Marketers
  • Startup Founders
  • Web Designers
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Curriculum For This Course
Expand All 19 Lectures Collapse All 19 Lectures 01:11:36
The What, Why and When
5 Lectures 18:58
When people try to learn about customer referral programs there is still a lot of confusion. So in the first section we’ll take you through the basics of what a referral program is and how it can be used as a major growth engine for your business.
What is a customer referral program?

Customer Referral Programs, Affiliate Programs, Partner Programs what is the difference? In this section we explain the main differences between each and provide some examples.
What is not a customer referral program?

What do Pirate Metrics, Seth Godin or any other web god out there have in common? They recommend leveraging the power of referrals. In this section we help you understand why you would want to launch a customer referral program.
Why would I launch a customer referral program?

Every company should know if their product is referral-worthy or not. In this section we help bust the myth that every business can benefit from a customer referral program.
When should I launch a customer referral program?

We all need to be able to run the math and figure out the effectiveness of our marketing campaigns. In this section we explain the goals of a customer referral program and run you through the basic viral coefficient calculation.
What is the goal of a customer referral program?
Let's talk about Prizes
3 Lectures 15:21
A common problem referral programs make is only rewarding one set of users. In this section we go over the benefits of one-sided and two-sided reward systems.
Who should I reward for a successful referral?

Discounts, Credits, Swag what should we give out? In this section we go over the different rewards you can give out as well as the pros and cons that are attached to each one.
What reward should I offer?

An essential part of running marketing campaigns is determining return on investment. In this section we show you how to calculate ROI and determine the benefit of a referral program.
Does a customer referral program work for my business?
Measuring the Program
3 Lectures 11:43
A common mistake referral programs make is not integrating analytics. In this section we go over the problems that emerge when building an in-house referral program.
Do I need analytics in my referral program

The problem with trying to measure your program is focusing on the wrong metrics. In this section we go over the differences between vanity and key metrics.
Where do I start when measuring my referral program?

Another problem with measuring the effectiveness of your customer referral program is knowing which metrics to track. In this section we go over the five key metrics and what they mean for your program.
What metrics do I track and what do they mean?
Optimizing the Program
4 Lectures 15:53
When you know your referral program isn’t working the hardest part is finding ways to improve it. In this section we go over how you can optimize your customer referral program.
How do I optimize my customer referral program?

Most referral programs are built with too many fields and call to actions that end up confusing the user reducing engagement. In this section we show you some tactics that help reduce that confusion.
How do I reduce friction in my referral program?

A common mistake referral programs make is not having the right reward for their users. In this section we go over some tactics that can increase the incentive to up the engagement with the program.
How do I increase incentive in my referral program?

Another problem referral programs have is not putting the program in front of their user at the right times. In this section we go over some tactics to increase the frequency that a user will see the program.
How do I increase the frequency of my referral program?
Bonus: Let's talk about Fraud
3 Lectures 09:07
With any rewards program there is a risk of users attempting to game the system. In this section we go over the reasons a user would want to do this.
Do I need to worry about fraud?

When we talk about fraudulent behavior, most people don’t know where to look. In this section we go over the different types of fraud that can happen with customer referral programs.
What type of fraud should I look for?

Whenever the issue of fraud comes up, we think that it needs to be prevented at all costs. In this section we bust that myth and help you evaluate the cost of fraud for your business.
Do I need to prevent all fraud in my referral program?
1 Lecture 00:34
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About the Instructor
4.2 Average rating
56 Reviews
9,693 Students
1 Course
Chief Squatch at Referral SaaSquatch

Will Fraser is Chief Squatch and Co-Founder of Referral SaaSquatch

After receiving his masters degree in engineering he has worked exclusively in startups focused on encouraging customer referrals. His roles have included responsibilities such as web marketingproduct managementoutbound sales, investor relations and business development.

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