Palm Pilot Wins with Word-of Mouth
I
conducted a program for a large audience in the Philippines.
Sponsors included Citibank, Qualcomm and Micro-Warehouse,
a distributor of 3Com’s Palm Pilot.
We were having a great time raffling away three Palm
Pilots, so I asked the audience, ‘How many of
you actually use a Palm Pilot, and have it with you
here today?’ Fourteen people responded, and I
invited them up on stage.
As they lined up with Palm Pilots in hand, I handed
the microphone to the first person and said, ‘Please
tell us how you feel about your Palm Pilot.’ This
was totally spontaneous. The first fellow took the microphone
and said, ‘This is my life!’ The second
person blurted out, ‘I couldn’t live without
it. All my activities and information are right here!’
The third person, an attractive woman, said, ‘This
holds all my secrets.’ The crowd roared.
She added, ‘Fortunately, it’s password protected.’
The crowd roared again.
This continued down the line until all fourteen owners
had given their short but potent testimonials.
My eye caught the sponsor’s face in the back of
the room. He was glowing with delight. And
for good reason: positive word-of-mouth is trusted,
remembered and acted upon more than any other form of
advertising.
Key Learning Point
Asking for testimonials
from your customers makes good sense; sharing these words
with others makes good business.
Action Steps
Ask your loyal customers
for testimonials for your products and service. Post these
affirmative comments where others can read them, enjoy
them, and be positively influenced by them.
Next Article in Customer Service Value Dimensions >>
Create Your Own Godiva Moment
First Article in Customer Service Vision >>
100% is Not Enough. You Need 120%
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