Word-of-Mouth is generated because of the “extremes” not the normal. If someone has a “good experience” you might think that is great and might even meet your expectations…but it won’t get talked about and shared. Buzz and sharing happen because it is an “extraordinary experience” and something that you feel you just need to tell others about.
So how often and where does this happen in your company, business, organization, non-profit, or whatever you are running? Sometimes? Never? Here’s how to test this…
Buy something from your own company. If you are a B2B organization, talk to one of your clients and arrange to buy it through them…but YOU do the buying. Test your own systems. See what happens from the first time the phone is answered until the product/service is delivered. This is what your customer sees…every day! Is it remarkable enough where you would tell others? Is it memorable so you would share it within your company? Is it truly awesome where you can’t wait to interact with the people again?
When you have this input, you will be able to see what your customer sees and it will tell you why your customers are talking about you or not. Give it a shot. It’s free and it might just open your eyes into what the experience is you are really delivering and if it is awesome enough to generate Word-of-Mouth.
If you do this test, our readers would love to hear how it went and what you learned from it…positive or negative. Share so we all can learn…
