marketing product or customer experience

Can a business or product survive on "Word of Mouth" alone? Is it possible for a vacation destination, coffee shop, landscaping service, soft drink, self-storage facility, local college, or website to survive on W.O.M.?



I believe it is a balance between delivering a timely service, with an "experience." By experience, I mean extreme attention to detail, with exceptional customer service.

1. A phone call after the customer moved in to see if everything went all right.
2. A phone call after the customer returned the truck with a full tank of gas
3. Remembering a customer's first name.

Consistency is important, customers expect the same thing each time. I believe creating an exceptional experience with your current customer base, or a new client, creates word of mouth.

It is a never ending cycle of maintaining your current customers, and then getting new business.

I guess you can have bad or good word of mouth. If a coffee shop has cold coffee everyone is talking about it, but if they remember your first name and how you like your coffee brewed, well that is worth the drive.











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