It’s the small, unexpected touches that can make all the difference to your customers.
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. That word of mouth can deliver real value: studies have shown that it’s the driving force behind 20 to 50 percent of all purchasing decisions and that a 10 percent lift in word of mouth increases sales by up to 1.5 percent.1
Do something unexpected, noteworthy, and shareable, and you can kindle lasting memories, build customer loyalty, and harness the power of word of mouth