[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.]
It’s great when people say nice things about you. Positive reviews, blog post shout outs, and Facebook likes are your fans’ ways of advocating for your brand. Thank them for it and you can spark even more word of mouth. Here’s why:
1. You’ll surprise them
2. You’ll have another chance to impress
3. You’ll make others notice
1. You’ll surprise them
Your customers will be surprised by a great thank you, and a great surprise is a great reason to talk. You can take this amazement (and word of mouth) a step further by thinking of creative ways do it. JetBlue’s “People Officers,” for example, randomly surprise their customers by handing out tickets mid-flight. But you don’t have to give away tickets to say thanks — a simple note or friendly reply online can be just as surprising and buzzworthy.
2. You’ll have another chance to impress
Show your gratitude for reviews — both the positive and the negative. It’s simple: When you meet a critic, thank them for their feedback (and let them know how you’re going to do something about it). When you find a glowing recommendation from a fan, tell them how much it means to you. Do this once a day, and imagine how many fans you’ll bring back in a year.
3. You’ll make others notice
By acknowledging reviews and praise when you get them, it shows you’re paying attention and listening. When other people see this, they will be more likely to give you feedback, too. A great thank you impresses not only the original talker, but also everyone else who sees it.
