Posts Tagged ‘word of mouth’

One of the key principles in customer experience management is consistency. Without consistency, some customers may get a great experience and others will get something mediocre. I consider customer experience and consistency to be “BFF” or best friends forever. They are joined, never to part. Here’s a personal experience to illustrate. I called AT&T to get help with some additional features / services I needed while

On Twitter, I spotted this public declaration by @mpace101: “I might consider remarrying if Costco was a woman @ Costco http://gowal.la/c/3GvGs”. I happen to agree with this kind of tweet; I’d marry Costco but I’m already taken. How do the companies earn such fanatical comments? Here’s a look at the big and small things that Costco does. POLICIES: They have a longer and kinder return policy than most

Check out this 2 minute video; it is a great overview of the power of social networks and word of mouth.

No doubt you’ve seen a building with broken windows. This is often due to neglect or vandalism and it is a clear message that "no one cares." What signals does a company give off that sends the same message? Frankly, too many to list here, but last week a company reminded me of a few of those indicators of not caring. EZ Lube is a chain of

Check out this book: “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World” by Pete Blackshaw It’s an easy-read for anyone who wants a refresher or an overview on customer word of mouth. I’m always

UPDATED: This group was closed. I've just come across the Society for Word of Mouth. What a great idea. It is a new site that will provide help, support, resources, ideas on growing customer evangelism. It was started by Jackie Huba and Ben McConnell who wrote one of my favorite business books on this topic. If you are interested to learn more

Does your company or industry have a big change coming up? For example, let's say you sell televisions. This time next year, analog TV sets won't be able to receive broadcasts without a special digital converter because the government is looking to auction off the analog spectrum of the airwaves. My advice is this: consider how changes in your business,

There is a lot of buzz about buzz. Otherwise put--word-of-mouth. Companies that help businesses become more viral are growing rapidly. In recent weeks I’ve been reading in my local business journal about ad agencies and specialty companies jumping on the bandwagon. But let me say this…there is a right way and a wrong way to grow buzz. Buying buzz is not

Companies that customers love are forgiven even when mistakes are made (look at JetBlue.) I’ve had these experiences myself. Have you? Do you know that restoring a relationship after a problem can grow an even more loyal customer than one who never had any trouble with your company at all? It’s true. You’ve read on this blog about my love of Costco.

This is the title of a brand new book from Jackie Huba and Ben McConnell (I loved their previous book called “Creating Customer Evangelists”). This new book outlines what is going on in social media today and how individuals or groups of consumers are advocates for companies – with good or bad consequences (depending on how you view it). This book