This is a guest post from Andy Sernovitz — CEO of WordofMouth.org and SocialMedia.org and New York Times bestselling author of “Word of Mouth Marketing: How Smart Companies Get People Talking.” See the original post this is adapted from and more like it on his blog.
I’ve had it for years. It’s as good as new, after non-stop daily use. I love it.
But after all this time, what would make me wake up and say, “Today is the day I’m going to the Timbuk2 website to write a review!”
This is a huge word of mouth challenge: Your happiest customers are least likely to post a review. (And angry customers are always ready to act.)
So what do you do? A few ideas:
- Stay in touch. Get new customers to subscribe to an email newsletter, become a Facebook fan, etc.
- Regularly mention that reviews matter to you, and you’re grateful for the support.
- Just ask. Every so often, it’s OK to ask for a review.
- Be grateful.
Your fans will be happy to support you, but they need a reminder.