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Tag Archives: customer service

Superhero word of mouth marketing

This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day. People love talking about those rare moments when companies make someone’s day or, even better, when they save the day. It’s all about the small stuff, like amazing customer service experiences, and […]

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A different way to ask for feedback

Don’t send a generic survey. Definitely don’t send a long survey. Instead, ask: What one thing can we do better? You’ll get great ideas you can actually use.

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2 steps to achieving true excellence

Step 1: Put someone in charge of watching the details. Step 2: Make sure everyone knows that the details matter. Example: I’m staying in a very nice hotel with exquisite branding. Everything is perfectly designed. They even change the floor mats in the elevator from “Good Morning” to “Good Afternoon” to “Good Evening”.  That’s Step […]

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Be an advocate for your customers

This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day. Fantastic customer service is a huge opportunity for word of mouth marketing. Show them you care, and they’ll appreciate you and talk about you. But what if you took that kind of […]

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Teach as you go

Look for opportunities to teach your customers how to help themselves. Here’s an example from Quickbooks online. I ask for help on online banking and it gives me a link. But it also tells me how to find it myself next time. (Remember: It needs to be polite and subtle, because you don’t want to […]

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Newsletter: #978: The “Crazy Stuff” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] A brewery with hip-hop albums, a noodle company with a cab service, and a restaurant with a TV series might seem […]

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Three classics that always get people talking

This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day. When you’re just getting started with word of mouth, we recommend you start with classic, reliable ways to get people talking. What to focus on: 1. Keeping it personal 2. Offering an […]

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I notice when you squeeze me (and I don’t like it)

We use a hosted email service that makes it very easy to add a user with just a few clicks, and it automatically adjusts the bill up. But when you cancel a user, you have to contact them to reduce the price. They could easily automatically reduce the price. They do it willingly on request, […]

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Be amazing to earn the amazing review

There are a lot of air-conditioning repair companies. They are all fighting for the same customers.  It’s a tough fight. Ad by ad, flyer by flyer, referral by referral. But this kind of action (consistently applied) is a knockout punch: What are you doing to guarantee that you are the must-call company?

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