Word of mouth is an incredibly powerful force. More than marketing, it actually changes companies forever. It rewards good people at good businesses for treating their customers right. Companies that make people happy make more money — it’s a magical thing. Think about it. There just aren’t a lot of things in this world that…
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Word of Mouth Tip #25: Turn a negative into a positive
Every company has imperfections. Things go wrong, delays pop up, missteps happen, or something slips through quality control. It happens to even the best of brands. But the great companies — the ones whose fans will defend them even when things go sour — are the ones who see these stumbles as opportunities to earn…
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Word of Mouth Tip #16: Give people something to show a friend
Don’t let your customers leave without giving them something to show to a friend. In the word of mouth world, we call these “triggers.” They’re handouts, extra free samples, lots of coupons, stickers, snacks — anything that helps them think of you long after they’ve left your store or inspires people they see to ask,…
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Word of Mouth Tip #81: Let them personalize it
Letting your fans put their own spin on your work helps them create a sense of ownership in what you’re doing. It makes it possible for them to build a stake in it — and when that happens, they’re much more likely to spread it amongst their friends. How a word of mouth supergenius does…
