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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!

Read all the answers.

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