[Welcome back to the You Can Be a Word of Mouth Marketing Supergenius! newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.]
When you’re just getting started with word of mouth, we recommend you start with classic, reliable ways to get people talking. What to focus on:
1. Keeping it personal
2. Offering an unexpected perk
3. Delivering extra-special service
1. Keeping it personal
Personalized service makes us feel special and valued, and it gives us a great reason to talk. Build this into your process by focusing on the basics: Send hand-written notes, speak to them like a human, and find personalized ways to say thanks. Most of your competitors aren’t doing this, which means you’ve got a big opportunity here.
2. Offering an unexpected perk
Plan to surprise your customers with an unexpected perk. Restaurants should have a dessert to sample, online retailers should add an extra something to their shipments, and service companies should plan to do a little extra when they’re on the job. Your talkers are busy and it’s hard to get their attention — so you need to learn how to surprise them.
3. Delivering extra-special service
Fantastic service that thrills your customers — the kind where you do something unbelievably amazing — never fails to get people talking. For quick inspiration, think about the Southwest pilot who ordered pizza for the entire flight during an extended delay on the tarmac. Just a few of these remarkable moments can jump-start some fantastic word of mouth for you.
