[Welcome back to our Word of Mouth Marketing Lessons newsletter. This is text from the great issue all of our email subscribers just received. Sign yourself up using this handy form.] People love talking about getting something for nothing. Unfortunately, you have to make money. So you can’t always give your stuff away — but…
Tag Archives: customer service
Do you want to be loved by customers?
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. Do you want to be loved by customers? Imagine customers in their lives. Get to know them. Understand what…
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How to become a Customer Action Hero
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. All the money in the world that you throw at that Net Promoter survey won’t do any good if…
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WOM Tip #215: Remarkable thank-you notes amplify positive feedback
After days of working with a helpful Spotify employee on a tricky account issue, Jelena Woehr was so impressed she left them a glowing review. So to thank Jelena for her review, the employee made her a custom playlist. Using song titles, the “Hidden Message” playlist says, “Jelena/You Are Awesome/Thanks a Lot/For These Words/It Helps…
How do you recover customer goodwill?
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. When things go wrong, are you nimble enough to: Spring into action Identify the issue Plan a recovery Implement…
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Do customers look forward to seeing you?
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. Umpqua Bank is committed to delivering an experience customized for each customer. Umpqua’s executive vice president of “cultural enhancement”…
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WOM Tip #194: Even billing can be an opportunity to make a new fan
You might not consider billing as a great place to start earning word of mouth. After all, what’s there to talk about? Customers send in a payment, you send them a receipt, and the transaction’s done. But if you’re Sports Illustrated, billing is a great opportunity to earn a loyal fan. When one subscriber overpaid…
