Word of Mouth Tip #116: Put customer love where everyone can see it

Amazing praise from happy customers doesn’t do anything for you unless people can see it.

Post reviews where everyone can find them. Link to great blog posts about you online. When customers send you raving feedback, politely ask if you can use it in your marketing materials.

This is the way to do it: The folks over at Simplicity Sofas have an incredible page of dozens of comments from happy customers. It’s an overload of love, and it’s exactly the type of page you need to be able to point customers to.

Check it out: Click here.

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Comments

  1. Charlene

    I love it! But I am wondering why it’s not listed in the main navigation or even the footer? Are they using it truly just for potential or new customers to see? I would think having it as a link on the site – easy to find – would be a benefit. Would love to know your thoughts on this.

  2. Cale Johnson

    Hi Charlene!

    Sure, there’s always room to improve how content like this is featured on a website. (Hey, we’re constantly struggling with how to feature our stuff, too.)

    But it’s fantastic that they have it. It’s a great example of putting customer love where they can show it off. And even though it’s not front and center, they can still point people to it.

  3. Jeff Frank

    Thanks for the comments. I hadn’t realized there was no link to the customer comments on the main navigation.

    Recently we have started listing our best Customer Compliment of the Day on our Facebook page.

    If anyone is curious as to why we have so many of these customer comments it is because Simplicity Sofas is the only furniture company in the country (and maybe in the world?) that contacts every one of its customers within one business day after their order has been delivered to ask how they like the furniture, what they thought of the customer service and whether there are any problems that need to be addressed immediately.

    Simplicity Sofas is featured in a new book that will be available in book stores as of April 24. The book’s title is “Worth Every Penny – Build a Business That Thrills Your Customers and Still Charge What You’re Worth” by Sarah Petty and Erin Verbeck.

    The two pages that the authors devote to Simplicity Sofas includes a very simple summary of the basis behind Simplicity Sofas’ customer service philosophy:

    1. When companies do nothing to resolve an issue with a customer, the customer becomes extremely angry.

    2. When a company does something to fix the problem, the customer typically forgives the company.

    3. When a company goes above and beyond — not just fixing the problem but doing something to truly delight them — customers will not only forgive the problem but will forever be company fans.

    Jeff Frank, Owner
    Simplicity Sofas

  4. Cale Johnson

    Hey Jeff, thanks for back story on this! Really appreciate you sharing — and congrats on your work being featured in the new book!

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