Word of Mouth

More Buzz for Promoterz

More Buzz for Promoterz

Couldn't resist pointing you to some more great things being written about Promoterz (c'mon, it's our baby! what do you expect?)

Robert Kingston over at Small Business Branding, posted a terrific "how to" on getting your message right and getting it out. He includes this about Promoterz:

If you take a look around now, a lot of businesses are realizing how beneficial WoM is for promoting their message. One such business I admire is called Promoterz who advocate the importance of being remarkable and worthy of your customer’s attention.

Zane Safrit is CEO of Conference Calls Unlimited and maintains a blog worth reading. He checked out Promoterz and had this to say:

Interesting service. I liked it. I REALLY liked their video. For a small company, getting started, running fast and being completely dedicated to their customers' immediate needs...this is the tool, I think. It incorporates the power of Fred Reichheld's Net Promoter Score and The Ultimate Question with a standardized, but flexible, program to stay in touch with your customers, follow-up, generate reports, extend special offers, etc.

Need we say more? Watch our REALLY cool video.

Customers who feel that you are listening to them are more likely to recommend you to a friend. How do your customers know that you are listening? Learn more

Would you recommend Cingular?

Would you recommend Cingular?

Yesterday my bill from Cingular arrived. Two months earlier I had added my daughters phone to our family plan. For the first month a new phone gets free, unlimited text messaging which allows you to figure out which messaging plan to sign up for. Let me tell you that teenage girls text a lot!

After the first month I got on Cingular's web site, logged into my account, and changed her texting plan to allow MANY text messages, 3000. Turns out that's just enough. But, when the phone bill arrived yesterday it showed that I didn't change the plan so the text portion of my daughter's phone bill was $170. If you're wondering, that represents 2700 text messages in one month (busy fingers).

I called Cingular, 611 on my cell phone. I explained to the customer service rep how I got on the web site and made a change to my plan to accommodate my new rapid texter. She checked the records and found out that I made a change to the account but that I ended up with the same plan. To me that means "no change" but they have record that I did something that day. She said she would refund half of the $170, not because she had to but to show good faith. "I don't have to do this sir". She didn't believe that I made the change. By-the-way, if you didn't already know, Cingular has a website that frequently has problems. Well, at least that's been my experience over the past 1 1/2 years.

While having this discussion with the customer service rep my Cingular call just dropped. It makes a sound when that happens, "da-da-da-da-daaa".

I called right back, got a different rep, and told my story again. She listened. She checked and found out that I had the same plan before and after the "change". Then she said "I'm making changes to your account sir, I'm post dating your text package to the date you tried to make this change". Then she took care of the overage and other assorted things she needed to do to get it to all work out so that my bill would be correct.

THANK YOU!!!

Cingular is an immense company. I won't argue that Cingular is a good wireless provider or not. Mostly it's worked well for me but a bad experience with them and I would be pushed to change providers, it's hard to have a lot of loyalty to a mega-company. It's hard unless they deal with you correctly in all circumstances The experience with the first rep wasn't good, it was exactly what I had feared would happen. That coupled with the extra $170 and other fruity action from their web site and I had plenty of reason to leave Cingular's service. Had this story ended there I'd be with another wireless company right now. But, one customer service rep made all the difference for me. She made it all right, over the top of the first one and other bad experiences I've had with the company. A huge company and one person in it makes the difference. A remarkable person.

I don't talk about my cell phone company unless something gives me reason to, whether it's good or bad. It's good this time and I'm telling others. I'm using a megaphone (this blog) to do it. If Cingular were my company... I'd be rich! No, no, no. If Cingular were my company... I'd find out who my happy customers are and give them a megaphone to tell their friends about how great a company I have.

If you have a company you should do the same with your happy customers. Find out who they are and give them a megaphone to tell their friends about what a great product or service you have. You can do it and you should do it. If you need help with the finding and the megaphone you can get it here.

If you are not regularly staying in touch with your customers someone else will. How do you stay in touch? Learn more

Hey, look what I discovered: Animal Style!

Hey, look what I discovered: Animal Style!

Did a little substitute teaching this morning at a local high school ( Go Toros! ) Think you are a good presenter? Go volunteer at your local high school. If they're not interested, they don't even pretend to be.

As part of the lesson I played a game with the kids. I made some motions with a stick, tapped it on the ground a few times and asked the kids to guess the word I was thinking. Of course, none of them could (the word was hat). I then gave one student in the class the "decoding ring" to make sense of my stick motions and senseless babbling and sent her out of the room while the rest of the class picked a new word. The student with the secret was now easily able to "guess" the word. The really interesting thing that occured was that after a few rounds other students began to figure out the code. Their reaction was always the same, they shouted "Oh I got it!" and immediately wanted to tell the world. The first student that was given the code never had the same reaction.

Here is the principle (based on purely non-scientific data): people are more excited to share that which they "discover." In fact, you have to work hard to keep them from sharing. It was all I could do to get the "discoverers" to sit still and keep it secret. After all, what fun is discovering something if you have no one to share it with?

Do you let your customers discover anything?

What? Are you saying I shouldn't shout everything I have to offer to my potential customers?

Exactly. In-N-Out Burger is a master of this. They have an entire "secret menu" that you cannot find anywhere in any In-N-Out store nor on their website , but it is part of their process. The items are in their point of sale system and print out on the receipt.

What good is a secret menu? Have any third parties ever created web pages dedicated to your menu? You can read about In-N-Out's here , here , and here and several hundred other places. Oh, and you can download a pdf version of it (complete with pictures) here. Ever met somebody that loves In-N-Out? They've got the secret menu memorized and will describe every option for you. They've discovered something and can't wait to share.

So, what are your customers going to discover today?

Do you remember your customers on their birthday? On their anniversary? Do you give special notice to recently acquired customers? Promoterz does. Learn more

Whitewashing fences today...

Whitewashing fences today...

Quick, how many words can you come up with to describe this photo? If you said pool, child, kid, water, goggles or blue you and I would have just made 100 points at one of Googles latest projects.

Remember how Tom Sawyer made whitewashin' the fence so tempting to those passing by?

It seems Google might be doing something similar to label images they have indexed.

Here is how it works. You push a button and get paired up with a partner. A 90 second timer starts and you each are shown the same picture. You type in as many descriptions as you can. As soon as you have a description that matches you are shown another image. Each image you match is worth 100 points. At the end you can even hover your mouse over the images and see what your partner guessed.

I think it is brilliant. Not only are they getting free work from people, but they are discovering what people really think when they see an image. Oh yea, it is also fun.

Think of your business, is there a fun way you could get feedback from your customers helping you whitewash your fence?

(By the way my current record is 900 points in 90 seconds)

Get customer feedback, generate referrals, and increase repeat sales for as little as $150 a month. Learn more

Great Coffee--and I don't even drink the stuff!

Great Coffee--and I don't even drink the stuff!

So this morning I was scheduled to give a presentation on how to create word-of-mouth using Promoterz to new Entrees Made Easy franchise owners. While the participants were on break and I was getting my laptop set up a discussion about coffee got started. I think it started with a person asking if there was more coffee. There was. She wanted hers dark. Another person overheard and said, "Oh, you've got to try my coffee!"

"Your coffee?"

"Yeah, it's just down the street. The guy is a chemist and has traveled the world to find the best beans. You know how there is a burnt after-taste with some roasted coffee?"

Everyone nods in unison. By now there were seven people listening intently (yes, I counted them.) I was listening too, and I don't even drink coffee.

"Well this guy figured out a way to roast it so that it has no after taste."

"Oh, where is this place? We're going there tomorrow."

What a perfect lead in to a presentation about the power of word of mouth! Notice how the happy customer started the conversation by referring to it as "my coffee." There is a customer that feels like she is a part of something great and is not only willing, but excited to share.

You can't buy better advertising. Are your customers that excited about your business?

Full disclosure: I'm not being paid to write this and I wouldn't know what a good cup of coffee tastes like. But, here are the details: It is called The Village Coffee Roastery and is located in Scottsdale, AZ. Here is a review from a local paper and here is their website . Looks like you can order online! Tell them Lisa sent you...

Find your happy customers and put a megaphone in their hand. Learn more
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