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As a preview for Word of Mouth Supergenius on July 20 in New York, we’re taking a look back at some of the amazing presentations from our last “How to be Great at Word of Mouth Marketing” conference in Chicago.
Here, Rod Brooks shares how PEMCO built relationships with their local fans. His big ideas:
1> People love great customer service
2> Help fans be themselves
3> Get off the sofa
4> See Rod’s live presentation
1> People love great customer service
Fantastic customer service always gets people talking. If you find your business in a crowded market competing with companies with similar products, awesome customer service can differentiate your brand and create conversations. PEMCO capitalized on word of mouth by focusing on creating personal relationships with customers backed by great service.
2> Help fans be themselves
When engaging with your customers, look for the common ground to start conversations. PEMCO found it by highlighting their shared experiences of being Northwesterners with their microsite, We’reALotLikeYou.com. There, fans upload photos, create profiles, and have a laugh about their distinct culture.
3> Get off the sofa
There’s no better way to get involved with your local community of fans than actually getting out there and meeting them. In 2009, PEMCO created the WALLY (We’re A Lot Like You) van that traveled to more than 50 events across Washington state to meet their local customers. The adventure resulted in a 300% increase in PEMCO’s word of mouth –- and a whole bunch of new friends.
4> See Rod’s live presentation from Word of Mouth Supergenius
Check out Rod’s presentation from Word of Mouth Supergenius — and join us live in New York on July 20 to see a bunch of amazing marketers share case studies like this:
People love great customer service
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