Homage, a retro-sports-inspired clothing company, includes packages of old baseball cards with their customers’ orders. They’re not worth anything to a serious baseball card trader — but that’s not the point. They’re nostalgic, they’re a cool way to surprise and delight customers, and most importantly, they’re a word of mouth carrier. When Homage sends these…
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WOM Tip #376: Inexpensive tools can carry word of mouth messages for more expensive stuff
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Video: How Southwest Airlines’ employees start meaningful word of mouth conversations
If you fly with Southwest Airlines, you might not be surprised to see singing flight attendants or a cookie cake when your flight arrives. In fact, you may have already seen this viral video of a flight attendant firing off jokes during her entire safety briefing. Southwest Airlines is known for fun and friendly stunts…
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What decisions make you a “beloved company?”
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. Beloved companies know they are defined in the fleeting moments of a customer interaction. They know the actions that…
WOM Tip #399: Your talkers can say it better with a gift
Tonx is a subscription coffee service that delivers high-quality roasted beans to their customers’ doors (and we think they were channeling Dollar Shave Club with this video). Tonx encourages subscribers to tell friends about them by giving them a discount code to share. If you give your customers a chance to do something nice for…
