Tuesday, July 30, 2013

Is Word-of-Mouth Advertising or Customer Service?

I recently did a workshop in Jacksonville, Florida for PRO on Customer Service. We started with a 45 minute presentation on Generating Word-of-Mouth.

Most people think of Word-of-Mouth as a form of Advertising & Marketing, not Customer Service. They would be correct.

But...

The easiest way to get Word-of-Mouth is to offer over-the-top, OMG, I-gotta-tell-someone Customer Service. Do something so unexpectedly nice for your customer that she has to tell other people about her experience. Do something so unexpectedly generous and helpful that it is the first story she tells her friends. Do something so unexpectedly wonderful and delightful that she wants to talk about it on Yelp and Facebook and TripAdvisor.

Yeah, Word-of-Mouth is about Customer Service, too.

So where should I put the new free eBook on Generating Word-of-Mouth? On my Freebies page under Great Marketing or under Great Customer Service?

Hmmm....

-Phil Wrzesinski
www.PhilsForum.com

PS The key phrase in there is unexpectedly. If she expects it and gets in, you get a thanks in return. If she expects it and doesn't get it, you get a whole different kind of word-of-mouth. You have to do something unexpected to get her to talk. Then, after you do it enough, it becomes expected and you have to raise the bar even higher. That's okay. I know you're up to that challenge..

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