Don’t let customers walk out of your store without offering them the chance to opt-in to get future contact from you. Offer sign-ups for your newsletter and let them know how to find you on Twitter, on Facebook, and anywhere else you communicate with fans. This is how you turn one-off sales into long-term relationships….
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Word of Mouth Tip #60: Put your fans’ loyalty on the wall
One of the challenges about the love your fans have for you is that it’s often quiet. It’s pillow talk. It’s passive. It’s hushed. That’s why we’re here — to help this love get out in the open. To make it louder. To show it off. This is the fun part. How a word of…
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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…
Word of Mouth Tip #40: Never underestimate the cost of negative word of mouth
Angry, frustrated customers talk. A lot. Pete Blackshaw‘s book title said it well: Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000. Too often, otherwise well-meaning organizations forget how expensive negative word of mouth is. Corners get cut, standards get lowered, and quality slips. And as soon as customers notice and start talking, it takes…
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Word of Mouth Tip #19: Old tricks still work
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…
Word of Mouth Tip #36: Surprise them with something special
Little surprises can create lots of conversations. Opportunities to offer unexpected delights include a free upgrade, expedited shipping, a little something extra in the box, an extra free sample, or even a hand-written note. How a word of mouth supergenius does it: Butterfly Sushi here in Chicago does great things with sushi, but they also…
Word of Mouth Tip #12: Make it easy for people to steal your logo
When someone is about to write an article about you, blog about you, or mention you in a newsletter, there’s a good chance they’ll look to your website to use your logo. This is great, as long as the image looks like it’s supposed to. But too often, companies make it difficult by burying the…
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