Where is the Puck?

“Over the course of a typical week, the average American consumer participates in 121 Word-of-Mouth conversations, in which specific brand names are mentioned 92 times… WORD-OF-MOUTH CONVERSATION is retaking the throne in the social order… The evidence is becoming abundantly clear: word of mouth (WOM) has now become the most important and effective communications channel.” [...]

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In my previous post I wrote about Word-of-Mouth being the future of marketing. WOW factor and WOM not only brings you customers for “free”, but those referred customers are even more profitable! Philipp Schmitt, Bernd Skiera, & Christophe Van den Bulte published the article “Referral Programs and Customer Value” in Journal of Marketing earlier this [...]

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“I see a future in which marketing is customer driven. Instead of being passive recipients of “hits” from mass media, customer will determine what they will be exposed to, in what form, in what sequence, and from what sources. They will increasingly turn to the varous forms of word of mouth” The above is the [...]

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Still not sold on the importance of WOW factor and positive word of mouth? Here are more research findings demonstrating that positive word of mouth (i.e. WOW factor) is more common / has higher impact than negative word of mouth: – “In 15 studies, positive word of mouth (PWOM) is more common than negative word [...]

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Earlier in this blog I wrote about how nowadays one needs to go extra mile, to excel customers “normal expectations” and delight in three dimensions in order to be successful. In his today’s post, Seth Godin goes even further and states that “All that succeeds is the UNREASONABLE”: “You can get my attention if your [...]

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Twenty reasons why people are willing to spread word about your idea according to Seth Godin http://bit.ly/coR21s

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According to Frederick F. Reichheld (article in Harvard Business Review) “if growth is what you are after, you won’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you….”. Reichheld conducted a survey with more than 20 questions in order to determine [...]

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Still not sure about “Ivan’s Law” and 10-300 rule? Consider these numbers below, then brainstorm with your team how to create Wow! factor in your business. It pays to wow your customers! – COMPLETELY satisfied customers are six times more likely to repurchase products than merely satisfied customers (Jones and Sasser, Why Satisfied Customers Defect, [...]

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Small things make a huge difference. Go the extra mile. Wow your customers. Wow your employees. Exceed their expectations… Do 10% more or better than your competition, and you will TRIPLE your chance to win the next customer… Call it 10%-300% rule if you wish. Remember, your future depends on your ability to delight!

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According to Malcolm Gladwell “we are about to enter the age of  WORD OF MOUTH, and … paradoxically all of the sophistication and wizardry and limitless access to information of the New Economy is going to lead us to rely more and more on very primitive kinds of social contacts.” How interesting and true! The [...]

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