When someone has been happily doing business with you, they probably aren’t telling their friends. When we’re used to getting great service, we don’t suddenly jump up and start telling everyone, “Hey, it’s still good!” After a long relationship with a product, we don’t suddenly post to Facebook, “Still not broken!”
So how do you jump-start the word of mouth referrals?
Do something unexpectedly nice.
Example: Netflix sent my friend Jen a DVD that she was waiting for, even though she had already exceeded her rental limit. And she was so surprised that she told the whole office.
How could you surprise your best customers?