When an Uber driver named Dahir brought a passenger from the airport to his car parked at a friend’s house, the passenger realized that his car’s battery had died. So Dahir drove the passenger to a store to get jumper cables and helped him jump start his car battery at no extra charge. Every company…
Tag Archives: customer service
WOM Tip #486: Tell everyone your above-and-beyond customer service stories
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The power to smile in a digital world
This is a guest post from Mitch Joel — President, Mirum and author of “Six Pixels of Separation.” His new book “CTRL ALT Delete” was released in May 2013. See the original post this is adapted from and more like it on his blog. What does true customer service look like? Marketing is edging ever-closer to…
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Instantly impress your newest customer
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. What’s the opposite of Batteries Not Included? How about: We give you everything….
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Could being remarkable really be this simple?
This is a guest post from Drew McLellan, CEO and Top Dog at McLellan Marketing Group. See the original post this is adapted from and more like it on his blog. As you may know, I am a Disneyophile. I love the Disney parks, I love the Disney movies’ happy endings, and I love the…
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WOM Tip #229: Don’t just make it right, make it better
At Powell’s Books, if a customer tries to buy a used book that’s out of stock, they’ll send them a new one for the same price. That way, instead of waiting for the book to come back in stock, the customer gets upgraded. This is how a small bookseller competes with someone like Amazon. When…
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Connecting “being there” and “reliability” to junk removal
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. For 1-800-GOT-JUNK?, performing a mundane task in customers’ lives is its growth engine. It has become the largest…
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WOM Tip #582: Listen for opportunities to make someone’s day — even small ones
Big gestures can earn word of mouth, sure. But so can a lot of little moments. For example, Staples was paying attention when this college student tweeted a question about clipboards. Even though she didn’t use “@Staples” to send the message directly to them, they saw the opportunity and surprised her by sending her a…
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