Word of Mouth Tip #48: Be a hero: Make someone’s day

When you make someone’s day — when your customer support team goes the extra mile, when you bend a few rules on their behalf, or when you take advantage of a chance to do something genuinely nice — you stand to earn a grateful, lifelong loyal fan.

How a word of mouth supergenius does it:

Skittles recently asked their fans to help them make someone’s Valentine’s Day. From their Facebook page:

Skittles Fans. Valentine’s Day is quickly approaching and the Mob needs you. That’s right you – staring at the screen. We’re surprising a parking enforcement officer with (you guessed it) love. Her tickets are universally hated. But that doesn’t mean she has to be. Help us shower this civil servant with thousands of cards this February 14th. Together, we will mob her where she least expects it – the heart. This plan is random enough that it just might work.

More than 22,000 fans joined Skittles by submitting their own love notes to a meter attendant none of them had ever met. Skittles didn’t just quietly make one person’s day, they found a way to get the world involved, too.

Learn more: Facebook

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