Explains the writer, “Guests at the Soho Grand Hotel in New York are offered a pet goldfish for their room. They may take stylish décor, comfortable beds, and welcoming service for granted, but the fish is a quirky extra that gets them talking. It may not fulfill any need identified by surveys or focus groups, yet it typifies the kind of thoughtful, unusual touch that can attract a dedicated following. Put simply, satisfying customers is no longer enough; companies need to go a step further and excite them to generate word of mouth.”

This is excellent motivation for brands that are still wary of social media – one of the most efficient and effective vehicles for sharing word of mouth available today.

The biggest lesson here? To stay ahead of the game, a brand needs to go above and beyond expectations to consistently deliver a superior customer experience. Personal, unique, authentic touches stay with a customer long after the transaction is complete and are more likely to result in a referral, recommendation and/or repeat business. Nourish your brand ambassadors.

Deliver on this question: How can your company innovate its product and/or service to incorporate a unique touch that will remain in the customer’s mind and move them to sing your praises to their friends?

For details on how we can help you reignite your customer base, please click here.