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Word of mouth: You get what you ask for

I heard a great story from Paul Batson of Marcus Evans, who was kind enough to invite me to speak at their fantastic CMO Summit. A great event.

Paul shares how he send a nice note to American Airlines, complimenting them on a complicated situation, handled well. And they sent a nice thank-you in return.

He also pointed out how many people complain to the airline, and get rewarded with bonus miles. Hmmm…. the airlines reward complaining, but not positive feedback.

The Lesson: You get what you ask for, you get the behaviors you encourage. Try encouraging positive, healthy dialog with your customers.

Bonus: Here a video of a little conversation I had with Paul:

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