Decoding WOM (Word of Mouth) Messages

Today’s lesson will talk about how word of mouth messages are delivered and how you can influence those messages. There are essentially 3 methods of word of mouth: Expert to Expert Expert to Peer Peer to Peer When experts are talking about your products or service you will usually receive an amazing rush of salesContinue reading “Decoding WOM (Word of Mouth) Messages”

WOM Meets Customers Head-On

Today we’ll cover the idea of shortening your customers’ decision-making process with positive word of mouth. There are essentially 5 stages in the decision-making process. They are: Give the product a chance and transitions from a “no” to a “maybe”. Check out the options and investigate the different products available. Observe the product to checkContinue reading “WOM Meets Customers Head-On”

Harness The Power of W.O.M.

Today we’re going to talk about how to harness the power of word of mouth. Including the six-step process to success and the 30 (that’s right, I said 30) ways to harness the power of WOM. So, let’s get started! There are six steps to harassing word of mouth: Understand your customers’ values and priorities,Continue reading “Harness The Power of W.O.M.”

Are You In The 1%

The Rule of 1% is simply defined as adding to your customer service one percent at a time. Before you can do this you must have your consistency perfected or it will never work. This one percent may seem small, but if you approach the vision for your company with baby steps, you will findContinue reading “Are You In The 1%”

Deliver +1

In a recent post, I talked about how to figure out what your customers want out of a positive shopping experience. Today we’ll talk about the concept of Deliver +1 and how this concept can take your customer service to the next level. I’ve decided to split up this post so the next one willContinue reading “Deliver +1”

Another Secret Revealed

In the last post we talked about the first secret to building a solid customer service plan and how to decide what your vision is.  Today we’ll talk about the second secret in taking your satisfied customers to raving fans. You must know what your customers want. Know who your customers are and you willContinue reading “Another Secret Revealed”

Three Secrets of Customer Service

Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get tired of waiting in long lines, trying to get a live person on the line, going through an interrogation to return something or trying to communicate through a language barrier. Continue reading “Three Secrets of Customer Service”

Communicate With Your Customers

For Fathers Day my wife surprised me with a weekend getaway to Whitefish, Montana. We stayed at a beautiful hotel on the mountain. It was a wonderful way to relax. I loved the subtle smell throughout the halls of firewood burning in the huge stone fireplace in the lobby. Our room had a large TVContinue reading “Communicate With Your Customers”

Raving Fans

As I’ve previously mentioned, when I have a book that I really think is beneficial to my staff we often use it for more than one of our Education Plan meetings.  One of those excellent books is Ken Blanchard’s, Raving Fans: A Revolutionary Approach To Customer Service.  This is a book that I think is excellentContinue reading “Raving Fans”