3-Minute WOM Lesson: 3 great moments to create word of mouth

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Some moments are just naturally better opportunities to create conversations than others. If you can improve your timing, you’ll get a lot more word of mouth for the same effort. Moments to focus on:

1. After the sale
2. After the support
3. After the check-in

1. After the sale

The moment of purchase can be an exciting experience — and it can make for a great opportunity to get people talking. You can help them do it with simple forms or social media links to tell friends about their purchase, coupons they can share, or catalogs, stickers, and brand gear they can take with them. A new, happy customer has great talking potential, but only if you put the tools in their hands to do it.

2. After the support

Thrilling a customer with great support can be a fantastic word of mouth moment. After you’ve saved the day, ask for feedback, a referral, or try pointing them to review sites. This is also a good time to be on the lookout for incoming praise from customers and to politely ask if you can use it in your marketing materials.

3. After the check-in

Do you do regular check-ins with clients? Not only can it be a great customer service program, but it can also be a great way to reconnect and restart conversations. Smart car dealerships do this with follow-ups to make sure everything is still running well, and Zappos is famous for emailing to make sure you’re still happy with your shoes a year after your original purchase.

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