A Happy Customer is Your Greatest Asset!

There’s an old phrase that goes along the lines of someone being able to ‘Talk the talk, and walk the walk’.

I guess just about every business worth their salt knows how to ‘Talk the talk’. Whether it’s their ability to sell themselves, their service or their product, a business that can’t talk themselves up is a business going out of business real soon.

But today, you have to be able to do more than just talk. What your marketing promises you have to deliver.

In this age of social media, word of mouth is king. Word of mouth can be defined as one consumer endorsing a given product or service to another potential consumer of that product or service, without inducement or favour from the producer of that…well, you get the idea.

As such these endorsements carry more weight than paid commercials or paid search. The endorser is under no obligation to give a recommendation, but does so because they have been so impressed by that company, product or person.

It means that people who don’t know one another except by avatar will accept the word of a stranger over all the sincere celebrities or learned experts a brand can muster. Just by working harder to make people happier, by listening to your consumers, by delivering on your promises, you are making it easier for them to tell their friends about you in a multitude of ways. Online in social media like Twitter, facebook and Foursquare. Offline over coffee at work or at a BBQ.

Everybody loves a good story, especially one with a happy ending. If you can make your company or brand the star of such a story, you are a long way towards being talked about. Of course, do things badly and you’ll be the star of a different kind of story – a cautionary tale!

And this is where matching your walk and talk is important. Word of mouth can’t be faked – attempting to do so is akin to corporate suicide. It is unethical, and when uncovered (and it always is) creates a backlash paticularly from the online community that can fatally damage your brand’s reputation.

If your walk doesn’t match your talk, then pretty quickly the world will know. The whistle will blown on you very sharply, and you will be called to account. Hopefully you’re listening!

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About Jeff Polley

I'm interested in life and making the most of it. I have a fondness for good coffee and scintillating conversation. I don't act my age. For more you can follow me on Twitter - @xmpieman
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4 Responses to A Happy Customer is Your Greatest Asset!

  1. Liliana says:

    With havin so much content and articles do you ever run into any issues of plagorism
    or copyright infringement? My site has a lot of unique content I’ve either created myself or outsourced but it seems a lot of it is popping it up all over the internet without my permission. Do you know any solutions to help stop content from being ripped off? I’d
    truly appreciate it.

    • Jeff Polley says:

      Hi, a thanks for your question.
      There really is little you can do to stop someone copying you or your work. I believe there is some software that identify where slabs of content have been taken.
      I have had images taken and passed off as their own, particularly on Instagram.
      Perhaps the best thing is to accept that imitation (and plagiarism) are the sincerest forms of flattery.

    • Jeff Polley says:

      Hi Liliana, the internet is a double-edged sword – it giveth, and it taketh away. There is software out there that you can use to track people copying and pasting your text, but in most cases I wonder if it is worth your time.
      With so many people researching and creating content there is always the chance of ‘overlap’. If someone is consistently and blatantly ripping off your work, certainly make them aware that you’re aware.
      If it is your livelihood, then make sure you copyright your material, and make it plain on your blog that copying is not allowed. Then at least you’ll have some legal basis to go after the person. But of course, legal always costs money too.
      Sorry I couldn’t help you more with this.
      Jeff

  2. awesome site says:

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    I like what I see so now i am following you. Look forward to checking out your web page again.

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