Submitted by Blaine Millet (not verified) on Mon, 09/10/2007 - 11:42pm.
Those facts have been out there forever. And the sad part is it doesn't change anything - people still act the way they do and don't believe the data. What is more relevant is what is the CAUSE of something like this - good or bad. I will give you something to think about that is relevant and that does get peoples attention when you are talking about word of mouth - PROMISES!! We have been doing research and consulting in this area and one thing is for certain, the majority of people absolutely believe that companies don't keep their promises. Further more, they don't believe the even understand the promises their customers want so how can they keep them.
So if you are looking for the BEST and STRONGEST word of mouth to work in your favor and to your benefit - figure it out. Figure out what promises your customers want and then how you are going to keep them, not occassionally, but every day of every week. That is the type of word of mouth that gets you noticed big time. If you don't, they will tell everyone that you don't keep your promises - how's that for a reputation.
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Those facts have been out there forever. And the sad part is it doesn't change anything - people still act the way they do and don't believe the data. What is more relevant is what is the CAUSE of something like this - good or bad. I will give you something to think about that is relevant and that does get peoples attention when you are talking about word of mouth - PROMISES!! We have been doing research and consulting in this area and one thing is for certain, the majority of people absolutely believe that companies don't keep their promises. Further more, they don't believe the even understand the promises their customers want so how can they keep them.
So if you are looking for the BEST and STRONGEST word of mouth to work in your favor and to your benefit - figure it out. Figure out what promises your customers want and then how you are going to keep them, not occassionally, but every day of every week. That is the type of word of mouth that gets you noticed big time. If you don't, they will tell everyone that you don't keep your promises - how's that for a reputation.