Gotta’ love the new tools and tricks available to word of mouth marketers today. Facebook, Twitter, YouTube, Flickr — they’re all powerful, cheap, and fun.

But while you’re exploring them, don’t forget the classic stuff that never fails to create word of mouth (and in fact, as more marketers forget about them, they’re becoming more remarkable).

How a word of mouth supergenius does it:

Zappos sold a billion dollars in shoes last year.

If they wanted to do some really fancy stuff, they could. But for the most part, they don’t. Instead, they rely on classic word of mouth triggers like surprise upgrades, extremely personal service, and lots of personality.

Our favorite classic trick they use with amazing success? The hand-written thank you note.

Every employee has baskets of them near their desks. There’s no quota on how many they have to use (or if they have to use one at all), it’s just a simple way to help their employees create real connections with their customers.


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  1. CodeMyConcept

    Zappos is definitely inspirational.
    Becoming close to customers is hard but really encouraging employees to do it is definitely worth it.

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