Andy’s top 5 word-of-mouth tips for retailers
- Give them something to walk out with. Whether it’s a bag, a sticker, a hat, or some sort of goofy keepsake, don’t let anyone leave your store without something in hand that can show the next person they see that they just visited your store.
- Offer remarkable service. Beyond simple customer service, offer something truly remarkable. For example, during the holiday season, the Container Store offered valet service (even though they had a parking lot). It was a fun, goofy service that got everyone talking.
- Sell a secret item. Sell something that people have to specifically ask for. It’ll create an “insider” feeling among your core fans and will give them something special to share with their friends.
- Use your receipts. After every transaction, you’re probably already handing out a receipt. Use it to encourage your customers to come back with friends by printing for-a-friend coupons on them, or tickets to your special events.
- Have a private sale. Get your customers talking by creating an exclusive sales event where special customers are invited to check out your new product line before it goes public.
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Tags: andy sernovitz, retail, Word of Mouth
Categories: Andy's Answers
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[...] SmartBlog On Social Media » Andy’s top 5 word-of-mouth tips for retailers smartblogs.com/socialmedia/2009/09/08/andys-top-5-word-of-mouth-tips-for-retailers – view page – cached * Give them something to walk out with. Whether it’s a bag, a sticker, a hat, or some sort of goofy keepsake, don’t let anyone leave your store without something in hand that can show the next person they see that they just visited your store. — From the page [...]
Posted by Vickie Smith-Siculiano, PMP on September 8th, 2009 at 1:25 pm
Love the tips! I agree that it’s all about getting customers to talk, and spread the word by being remarkable and truly extraordinary. You’ve got to make ‘em say WOW! Know what your audience wants, then go above and beyond to get the buzz going and keep ‘em talkin! Great stuff – thanks.
Posted by Vanessa Bronte on September 8th, 2009 at 3:15 pm
Thanks for the tips! I especially love #3 and #5. The secretive stuff (that’s not really so secret) really gets people excited. I always get stuff from the secret menu an In-N-Out (like anything “animal-style”) because it makes me feel like I’m part of the in-crowd.
Posted by Matthew on September 8th, 2009 at 6:47 pm
Or, be even smarter and more convenient by emailing the receipt. Not only do you then get them a digital (and harder to loose) copy, but also a chance for them to opt-in on email updates from your company, as well as the opportunity to give feedback on their experience – nothing is more valuable than their feedback on how even the smallest of transactions goes.
Posted by muhammad kaunain on September 9th, 2009 at 11:24 pm
nice tips! i beleive sending speacial discounts coupons through email to your first 100 or 200 customers is also a good idea to keep them coming back! these tips will definetly help keeping cusmomers loyal to ones product/brand.thanks!
Posted by Dancer in the Aisles » Blog Archive » Building Word-of-Mouth Sales on May 4th, 2010 at 4:27 pm
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