What if Comcast impressed us?
Comcast is famous for downright crappy service. Their horror stories are well-covered, blogged, and insane.
But what would happen if they did something really great? What if they blew us away with awesome features, fantastic service, and a wonderful experience?
We still wouldn't recommend them.
The trust is over, forever. Word of mouth is based on trust. We don't recommend products and services to our friends - however much we like them - if we think that our friends are going to have a bad experience. I'm not risking my relationship with my friends for any company.
The medium of word of mouth is trust. Never, ever break it. There's no second chance.
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Katie said... (Sep 14, 2007 2:45:43 AM)
I've had the same experience with some other brands. Best Buy, especially, has given me some horrid experiences--from disrespectful floor workers who ignore my mother and me every time we go there (even though they rush to help the male customers), to a painful warranty repair service, to the horrid experience when something goes really wrong with my purchase and needs to be replaced.
Earlier this year, Best Buy did make a herculean effort to change my mind--they comped a new computer for me without struggle after my old one required $2000+ in repairs--but it was too late. Although I now believe that the Geek Squad CEO, Robert, truly cares about the experience of his customers, I still know that the rest of Best Buy does not.
Adam Salamon said... (Sep 14, 2007 4:20:26 PM)
Great post, Andy. Like you said, word-of-Mouth in general relies on people putting their names next to a recommendation. The idea extends beyond companies, too. It can work for anything, especially your experience with people.