Headsets.com sells headsets. Not exactly exciting. But their customers love them — because of extraordinary, amazing service. When you call they spend as much time as necessary to make sure you get what you need. They know their product. They’re happy to send multiple models to try out. You get multiple follow-ups to make sure [...]
Archive | January, 2010
Make it easy for a fan to become a spokesperson
Don’t complicate the process of signing people up to become a company evangelist. Lululemon lets any fitness instructor get a 10% discount on the spot. They check the gym’s web site, look for the instructor’s name, and sign them up. (They don’t care if you teach one class or fifty. You’ll stand in front of [...]
Turn one free sample into a long-running community discussion
I love this story of how to get word of mouth from a small, insider community. Bill McCloskey participates in a guitar player discussion list and talks about how one inventor started a great conversation: He had just developed a new type of “tailpiece” for the resonator guitar. He offered to donate one to the [...]
Put a reusable ad in their hands
A reusable shopping bag isn’t just about saving the environment. It’s an ad that will get passed on from person to person. It’ll get carried all over town, showing off your logo. Make it cuter, more useful, special, or cool to get more people showing it off. Make it easy for a fan to become [...]
Take it back! It’s worth it.
LensCrafters will let you exchange a pair of glasses. For any reason — even if you just changed your mind. They’ll re-make a pair of glasses again and again. Until you’re happy. Sears will let you return appliances, even after they’ve been installed. They’ll even deliver new ones, for free. This may cost the company [...]
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