We’re bringing together an incredible group of word of mouth marketers for our Word of Mouth Crash Course in Austin on May 10. We’re featuring 12 how-to classes, 12 real-world case studies, and 6 brilliant authors – all in one thrilling day. One of our speakers is entrepreneur Mike Faith, whose Headsets.com has grown from [...]
Tag Archives: customer loyalty
Great advice for earning customer love in 2012
Here is great advice from Jackie Huba and Ben McConnell who blog at Church of the Customer and are authors of the word of mouth marketing classic book, Creating Customer Evangelists. It’s actually 4 years old … but still great advice: 1. Vow to do more attracting than selling. To use a high school analogy: Be [...]
Make your customer feel like a superstar
There’s nothing wrong with gushing praise for your best customers. Praise them, thank them, and most of all: Give them STATUS. Nothing motivates like public praise. Reward good behavior and you’ll get more of it. Reward good behavior publicly and you’ll have folks eager to do what you want. The grand champion of this is [...]
You are a good person
When a dry cleaner offers a free cleaning to someone going on a job interview, it’s not just a promotion. It’s an honorable, human gesture that says something good about them — and why you should support them as more than a business, but a member of your community. What true service can you provide [...]
Let your customers in on the planning #2
[Note: When I write about a politician, I'm not talking about politics. I'm writing about marketing lessons.] Here’s another great example from the Obama team that shows how to get deep buy in: They sent out a mass email asking for hiring recommendations. Everyone who got this email instantly felt important. It made you feel like [...]
Let your customers in on the planning #1
[Note: When I write about a politician, I'm not talking about politics. I'm writing about marketing lessons.] The Obama team sends extraordinarily great email communications. Here’s one you should copy: They invite supporters to a “grassroots planning session” — which is pitched as a chance to have an early voice in the strategy of the [...]
The Fastest Way to Lose Customers
68% of customers are lost because of bad customer service according to this fantastic chart from Andy Wibbels and our friends at Get Satisfaction. (See original.) Only 14% are lost because of a product problem. Lesson: Maybe you should spend some of your giant R&D budget on fixing your crappy call center!
Giving free travel to a frequent flyer is like giving a pie as the prize in an eating contest
Give your loyal customers something better: Let them show their pride. Help them brag about their status. Great example: This stainless steel luggage tag from United. It lets the macho world traveler show that they’re not just part of the herd. And they display United’s logo everywhere they go. How can you help your best [...]
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