This week, when I was updating some training notes for the â€œGreat Serviceâ€ course I teach, I ran across this excellent set of principles from a new (Kindle) book on word of mouth marketing (and its servicing implications.)
My slight adaptation of it, and the name of the book, is below. Enjoy.
- Great service gets more referrals for new members, and helps keep those we have already.
- Happy members / customers are the best advertising. Make people happy.
- Marketing is easy: Earn the respect and recommendation of your customers / members. They will do your marketing for you, for free.
- Ethics and good service come first.
- UR the UE: You are the user experience (not what your ads say).
- Negative word of mouth is an opportunity. Listen and learn.
- People are already talking. Your only option is to join the conversation.
- Be interesting or be invisible.
- If itâ€™s not worth talking about, itâ€™s not worth doingâ€¦ so make the story of your organisation a good one.
- Itâ€™s more fun to work at an organisation that people want to talk about.
- Honest marketing (i.e. no spin) makes more money (for your organisation, & thus for helping all stakeholders, including employees, customers & members).
Adapted from Andy Sernovitz, â€œWord of Mouth Marketing: How Smart Companies Get People Talkingâ€