3-Minute WOM Lesson: How to inspire word of mouth with customer service — live from Word of Mouth Supergenius

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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, Lane Becker of Get Satisfaction shares how incredible customer service can get customers talking. His big ideas:

1> Make it personal
2> Make it quick
3> Make it right
4> See Lane’s live presentation

1> Make it personal

Lane says making something personal is both the hardest and the most important thing to bring into your business. Start with the little things like discouraging anonymity, using your real name and voice, and simply being human. Developing a personal connection even for a single customer service encounter is extremely effective at getting people talking.

2> Make it quick

The time it takes you to respond to a customer can make all the difference. A quick, meaningful response shows fans you’re paying attention — something that’s still all too rare in customer service. Done right, you can use the opportunity to turn a former critic into a fan.

3> Make it right

Customers love an honest apology. At some point, things are bound to break, but it’s how you respond that makes all the difference for your word of mouth. A fantastic and friendly response to a problem — even when it’s not your fault — will leave them talking not about the initial issue, but about how you saved the day.

4> See Lane’s live presentation from Word of Mouth Supergenius

Check out Lane’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:


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