Word of Mouth Tip #51: Ask yourself, “What have we done for our biggest fans lately?”

Take care of your biggest talkers, your best customers, and your most loyal fans. This is where a lot of your word of mouth momentum is, and a little effort with this attentive audience can mean a big boost in conversations.

How a word of mouth supergenius does it:

The Home Depot found a simple way to make their best customers feel special: They surprised them by mailing a big thank you note and including a $50 gift card.

From Jordan Lane’s post on CheetahMail’s Email Responsibly blog:

home-depot-letter This Saturday I received a letter in the mail.  The envelope was nondescript and the return address was a P.O. Box I did not recognize. It looked and felt like the type of envelope that contains a new credit or ATM card. When I opened it up I was pleasantly surprised — inside was a letter from the Director of Customer Care at The Home Depot and a $50 gift card. The letter was thanking me for my online business during the past year!

I have to admit, I did spend a lot of money at The Home Depot over the last twelve months. I was in the midst of a variety of large scale home improvement projects that required the purchase of a washer, dryer, refrigerator, barbecue, sinks, cabinetry plus much more — all bought online. Before I received this letter I did not feel especially loyal to The Home Depot, despite having spent a lot of money with them.

Photo from Jordan’s post, click to enlarge.


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  1. Joel Cohen

    Nordstrom called me yesterday and said because we were one of their best customers, they were offering us free tickets to an upcomind Michael Buble Concert. WOW! Nothing beats a surprise like this. Made me wonder about all those other stores we’ve given business to.

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