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Tim Collins on happiness, respect, and word of mouth

I asked a few simple questions to a bunch of smart marketers.

Enjoy this great answer from Tim Collins, SVP Experiential Marketing, Wells Fargo.

Great marketing comes down to one simple idea: Earn the respect and recommendation of your customers, and they will do the rest. What is your advice for any company that wants to …

1 … make people happy?

Get the basics right first. There has to be a consistent level of quality or service.

2 … earn respect?

Treat your customers that way you want to be treated. Employees are a easy way to gauge this. If they are also happy customers, they build word of mouth with external consumers.

3 … get a word of mouth recommendation?

Answer: Nailing the basics helps. But if you also do something “above and beyond” for the customer…something totally unexpected…they will talk about it for weeks. Thinking back a few years, Omni Hotels did it when the started giving warm cookies to guests as they checked. It didn’t cost much, but it got people talking.

Thanks, Tim!

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