She could’ve done a better job with Rule # 1 – Don’t Be Rude.
What do you think when someone tells you about something that’s “gone viral?” Do you think it’s a funny video? A cringe-worthy comment? A parody of the latest topic in the zeitgeist? I don’t know about you, but I don’t think of customer experience as a recipe for going viral. Cat videos? Absolutely. Great customer service? […]
There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. But the list of subscription products is a long one now. You can order monthly boxes of video games, curated outfits, beer, razors, or anything else you desire. In today’s hectic […]
Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they have. I myself have been invited into special VIP or customer councils that do little else except flood my inbox! […]
There are two questions I receive from business contacts regularly. How can we increase loyalty? How can we get more word-of-mouth business? They are actually two sides of the same coin, in my humble opinion. Consider yourself as a loyal customer. We are most likely loyal to some brand or another. I’m sure the Apple […]
Word of mouth means action. What drives customers to buy from you? What drives you to make a purchase? Nielsen’s Global Trust in Advertising and Brand Messages is loaded with interesting facts, but what stands out the most to me is the evidence that word of mouth is the most powerful form of influence your brand […]
A standout case of customer delight has earned April’s Microinteraction of the Month! Last Saturday at 9pm, I announced dinner time to my cats using my Geico Hump Day Camel impression, just like I do every night. “Guess what time it is! Guess. What. Time. It. Is!” I momentarily forgot about the three people on […]