I wrote a blog post on one of my other blogs called, “Have you “THANKED” your ADVOCATES today?” because I am so passionate about Advocacy. Then it struck me, this would be worth talking about on our WOM10 site as well. Because at the end of the day, the greatest Word-of-Mouth you can get is…
Category Archives: Market Differentiation
The Tortoise STILL wins the race…
We all know the story… The Tortoise and the Hare…where the Tortoise starts out slowly but just keeps putting one foot in front of the other heading towards his goal, the finish line. Nothing too flashy or exciting, just one after another, after another, after another. Then there is the Hare, running forward, backwards, side…
WOM is a strategy…not a tactic
I am often asked, “What can we start doing to build word-of-mouth (WOM) quickly?” The answer is, not much. Word-of-Mouth embodies both STRATEGY and CULTURE. It is not something you wake up one day and say to yourself, “Maybe we should work on word-of-mouth today or this month as our new initiative.” Sadly, it just…
“Pimping” or Helping – which are you?
In the world today, you are either “Pimping” yourself, your company, or your products OR you are focused on “Helping” others so they can be more successful. Be honest with yourself and take a good look at what you do as a business or an individual. With the introduction of Social Media in the world,…
When CRISIS can build LOYALTY…
One of the blogs I regularly follow is Seth Godin. Why Seth? He has a very no-nonsense way of putting things in plain english for all of us to understand about marketing, customers and a host of other interesting topics. I was thinking the other day about a particular topic to talk about – how…
Customer Loyalty just doesn’t happen…
One thing I have noticed over the years is how important something can be to someone and yet how little attention they give it. Take for example a relationship with someone. How many times do you see the relationship being neglected and taken for granted by the other person – only to wake up one…
Nashville delivers an experience – but did it build “Loyalty”?
Loyalty is not built overnight, but it can start with a single event. This past week I was in Nashville celebrating my wife’s birthday and had some great experiences. I thought you might enjoy hearing about them as you think about “customer experiences” and how they can create “customer loyalty.” Consistency is still KING. One…
Back to basics – start with “Raw” information…
For some reason this past few weeks the discussion about “how to collect customer feedback to improve the customer experience” has come up so I wanted to address this and hopefully get everyone back on the right track. My rule is that if “you don’t know the answer, go ask”. This basically says that if…
EBRT embraces Social Media…
Last Wednesday I had the distinct pleasure of speaking to one of the most influential and well respected business groups in the area – Bellevue Chamber of Commerce’s EBRT (Eastside Business Roundable). This group is comprised of some of most well known business leaders in both Seattle and Bellevue. Why was I there? They were interested,…
Actions speak louder than words…
One issue that seems to resonate in the market is who companies care about the most – NEW customers or CURRENT customers? What I find out there is an incredible discrepancy between what is “said” and what is “acted” out by companies. Too often a business tells its existing customers that they are the MOST…