Today John and Duct Tape Marketing posted on a topic near and dear to my heart: how to get customers talking. (I take it for granted that customers talk anyway, but John is right: smart companies help the process along.) Read the entire post, but here’s my favorite piece of advice from John’s post:
Ask them – the best word of mouth starts with “word of listen.” Call your customers up and ask them why they buy, why they stick around, and why they tell their friends about you. You might be a bit surprised by their answers. Hint: it’s usually not the stuff you have in your new marketing brochure. You stand a far greater chance of attracting the right customers and the right buzz if you really understand what your current customers value about doing business with you. This goes for online and social media listening as well – what are they saying in chat rooms, blog comments and on twitter?
One phrase in this excerpt – “you stand a far greater chance of attracting the right customers… if you really understand what your current customers value about doing business with you.” This points directly to the Values Proposition, and I think every company, B2C or B2B, needs to have one.
(Hat tip Brick and Click)